Dear Sir/Mam,
This Is A Mail To Inform You About The Unpleasant Customer Communication Held At Mumbai Domestic Air Port On 07-10-2016, By The Ground Handling Staff Of Indigo Airlines At Counter Number 37 At 2:25 P.M Leading To The Non-Boarding Of A School Student Group In The Flight To Chandigarh To Mumbai On The Same Day. The Matter Is Explained Rather Reported In Details As Below:
1. That We Were On An Educational Trip With The School Children From 3-10-2016 Till 7-10-2016. The Total Group Members Were 13 In Together.

2. There Were 11- School Children With Two Faculty Members.

3. That All The Tickets Were Purchased From A Travel Agent In Chandigarh Well In Advance In Your Airlines Only.

4. That The Onward Journey Was Joyful In Your Airlines And The Ground Staff Was Very Helpful In Making Us Board The Flight From Chandigarh To Mumbai On The 3rd Of October 2016.

5. That While On The Return Journey We Started Well In Time From Our Hotel But Due To Some Mass Muslim Festivals On The Way There Was Huge Traffic Jam On The Way To Domestic Airport Terminal 2 At Mumbai.

6. That We Along With The 11 School Children Strived Hard To Reach The Airport Before The Check In Time.

7. That Despite Of Hard Efforts Put In By Our Coach Driver We Were Not Able To Make It To The Airport Well In Time.

8. That In The Mean Time We Contacted Our Travel Agent To Contact The Airlines And Inform Them Well In Time.

9. That Upon Our Request Our Travel Agent At Chandigarh Contacted The Airlines And Informed About The Matter And Ensured Us Telephonic ally That We Shall Be Allowed To Board The Flight Even If We Were A Bit Late At The Airport.

10. We Were Assured By The Travel Agency People That Upon Contacting The Ground Staff At The Airport Our Issue Shall Be Taken Up On Preference And We Shall Be Allowed To Board The Flight On Priority Basis.

11. That Upon Arrival At The Airport At 2:15 P.M We Were Sent To The Indigo Counter Number 37 To Make The Check In Procedure.

12. That For Our Surprise Our Children Were Told To Make A Line At Different Counters As There Was A Rush Of Individual Passengers Making The Check In And Exit At The Same Counter.

13. At 2:25 P.M (Video Clipping Of The Same Can Be Seen At The Camera Above The Counter) We Requested Them Again To Make The Check In Process Soon.

14. To Our Utmost Surprise The Lady Behind The Counter Named Priyanka Chitroda (Check In Staff), Refused To Make The Check In Stating That It Would Not Be Possible For Her To Make The Group Check In The Same Flight As There Was No Time Left To Make The Security Check & Clearance For The Luggage Of The Children.

15. All This Complication Waste D Another Ten To Twelve Minutes In Delaying The Check In .

16. Upon All This Drama We Requested The Floor Manager Of The Airlines To Meet Us And Solve The Issue As It Was A Matter Of Small Children Who Had No Further Booking Arrangements To Stay In Mumbai For Another Day.

17. That On This A Lady Turned Up At 2:43 P.M(Video Clipping Of The Same Can Be Seen At The Camera Above The Counter), Lady Named Clyta Lobo (Asst.Manager, As Claimed By Her) And Turned Up With A Very Rude Reply That She Cannot Allow The Children To Board The Same Flight As There Was No Way To Make The Luggage Security Check At That Stage. Rest She Shall Manage Our Departure To Chandigarh On The Next Possible Flight.

18. Upon This We Made Another Request Of Sending The Children Without Luggage In The Same Flight Which Was Also Denied By Her On The Spot.

19. Upon This We Contacted Our Travel Agent Who Contacted At The Indigo Sales Office In Chandigarh And Had A Word With Mr.Pankaj About The Matter.

20. But Unfortunately Till The Results Came Up Our Flight Had Already Departure From Mumbai To Chandigarh.

21. At This Stage We Again Contacted Your Ground Staff To Make Us Depart From Mumbai At Least Till Delhi, As We Had No Provision Of Either Stay, Transport And Food Arrangements For The Children At Mumbai That Very Day.

22. Upon Contacting The Female So Called Clyta Lobo (Asst.Manager, As Claimed By Her), She Refused To Entertain Our Flight Tickets In Any Other Flight Operated By Indigo As She Claimed Was A No Show. Further She Said That There Was No Availability For Either To Chandigarh Or New Delhi For Another Three Upcoming Days.

23. That Upon This Unprofessional Behavior Of Your Staff At Ground In Mumbai Domestic Airport Terminal 2, Counter 37 & Assistant Manager Ms.Lobo, We Along With 11- School Children Were Left Stranded In The Middle Of Nowhere At That Very Moment. As There Was No Funds With Us To Arrange For Other Alternate In Any Other Airline Same Day.

24. Upon All This We Were Forced To Stay Back At Mumbai Just Because Of The Careless And Wrecked Behavior Of The Ground Staff Of The Airline Which Claims To Be Of International Standards.

25. That After Many Effort We Came To Know From Our Agent At Chandigarh That We Shall Get The Seats Till Delhi Next Day At 11:20 P.M But The Fare Shall Be Rs.5000/- Per Pax Without Any Adjustments Of The Full Fare Deducted In The Flight Missed As Claimed By The Staff Last Day.

26. At This Moment We Felt That We Are Cheated Heavily By The Airlines, Ground Staff And All The People Involved In This Case As We Were Told Last Day By Ms.Lobo That She Will Accommodate Us In The Next Available Flight, But Controversial Statement Of Hers Said That There In No Seat Availability For Next Three Days For Any Flight To New Delhi & Chandigarh.

27. We Were Forced To Buy The Tickets To New Delhi On The Rates As Demanded By The Airlines Till New Delhi As We Had No Other Option Rather Than Being Black Mailed By The Airlines And The Associated Staff Members Till The Time We Reach Delhi Or Chandigarh.

28. Again We Got The Flight Of Indigo Airlines Only Next Day On I.e 8thof Oct’16 At 11:20P.M Till Delhi. To Our Surprise There Was No Answer About Our Adjustment In The Next Flight, Then We Came To The Conclusion That Since It Was A Major Plan To Make The Fullest Use Of The Condition The Student Group Was Struck In May Be Money Wise As We Were Again Forced To Purchase The Tickets Without Any Previous Adjustments AndAgain Paying An Amount Of Rs.65,000/- On The Spot To The Travel Agent.

29. This Expenditure Was Apart From The Boarding, Lodging, Fooding And Transportation Charges For One Day And The Next Day Transport Charges From Delhi To Chandigarh By Road. The Total Expenditure Occurred During The Course Was Almost One Lac Rupees Despite Of The Air Fare Loss Occurred Last Day As It Was Showed As No Show At The Time Of Boarding Of The Flight.



Sir/Mam, In This Context We On The First Hand Ask You For The Full Refund Of The Air Fare From Mumbai To Chandigarh On The 7thof Oct 16, With All The Extra Expenditure Occurred For One Night Stay, Fooding And Transportation Charges For The Same. Secondly We As A Customer Demand Sever Inquiry Upon The Ground Staff For Misguiding And Cheating Us And The Innocent Children. The Claim May Be Raised From The Salaries Of The Same Staff Deployed At Counter 37 & The Asst. Manager (Mainly Names : Ms. Priyanka Chitroda (Check In Staff)& Ms.Clyta Lobo (Asst.Manager). We Further Request You To Look In The Matter On The Top Most Priority Or Else We Shall Be Constrained To Take The Matter To The Higher Authorities As In The Consumer Courts Of Law, IATA & Ministry On Civil Aviation As This This Was A Matter Of Harassing The School Children Without Any Of Their Personal Mistake As The Delay Was Just Mainly Due The Traffic Congestion On The Mumbai Roads Which Lead To Delay At The Arrival At Airport, But The Efforts Of The Ground Staff Could Have Been Appreciated If They Would Have Made The Arrangements Of The Children To Board The Flight Even Without Luggage And We Could Have Made The Arrangements Of The Luggage By Cargo Or Some Other Means Till Delhi Or If They Could Have Made The Children Board The Other Flight May Be Till Delhi Only With Making The Sector Arrangements. Hope That The Matter Shall Be Looked And Settled In This Stage Only So As To Prove The Worth Of Your Prestigious Airlines And So Called Cooperative Staff, Otherwise We Shall Be Constrained To Take The Matter To The Higher Authorities Which May Spoil The Image Of Your Airlines Atl East In India.