| Complaint filed by | |
| Complaint filed on | February 27th, 2024 |
| Complaint filed against | Indigo, Mumbai Airport |
- Text of Complaint by Subrahmanya
I had connecting flight from T1 to T2. I was supposed to land in T1 at 2.30 pm and take flight to Rajkot from T2 at 5.20 PM. We landed late around 3.30 PM. Then we had to exit T1 comppletely and we were told to take the airport bus to T2 outside T1. We were 5 people with a 3 year old and a 12 year old boy and one senior citizen aged around 75 years. We had few cabin baggage also. So as we were told we walked towards the airport bus pickup point with kids, aged person and baggage. After reaching the pickup point, we came to know that there is a very big que of passengers waiting to board the bus. We were told to wait in the que and helplessly we waited. The airport bus arrived 20 minutes later but we could not get in and had to wait for one more trip before we could board the bus and travel time was around 20 minutes from T1 to T2. Eventhough we had done all the security checks and everything at Bangalore only and had boarding pass for the connecting flight also, since we entered from outside to T2, we had to undergo all the security checks again. As I remember around 5 places we had to scan our boarding pass and cross the security gate. After going through all the checks, we arrived at the departure gate number 45 around 5.00 pm. Even there are no proper signs and information available at T2 to quickly locate the gate numbers. When we finally arrived at the departure gate at around 5.00 pm, the Indigo closed the gate and did not allow us to board the plane. I was traveling on a government LTC and tickets were corporate tickets with children and senior citizen but Indigo did not bother to listen to our requests. They were changing shifts and closing the counter and just wanted to leave from there. They told us that alternate flight will be given to us and we need to go back to the Indigo counter. But when we went to Indigo counter after one hour or so, Indigo simply rejected our request and did a U-turn and told us to freshly rebook for the next day for 5 people costing excess of Rs 45000 from Mumbai to Rajkot. All the delays are due to the Indigo and the airport terminal connectivity.. But I had to bear the pain of financial losses, anxiety, loss of a day time and also go through lot of issues at work place since I was traveling on a government LTC tickets. I had to wait from 6 PM to 9 PM to collect my baggages at mumbai airport. Service and response by Indigo are pathetic and highly condemnable. While I was waiting at the Indigo terminal I saw a lot of people approaching Indigo with various complaints and majorly missing flights.. Official data should reveal how many people are missing Indigo flights each day from Mumbai airport alone. I request Ministry of civil aviation to seriously look in to the services and conduct of Indigo airlines and also take strict action on Mumbai airport to provide good fast and reliable connectivity like delhi airport and Bangalore airport between the terminals.
