Formal Complaint Against IndiGo for Poor Passenger Handling and Unfair Charges

IndiGo (InterGlobe Aviation Ltd), this is not the level of service passengers should have to experience. I recently travelled from Mumbai to Mangalore and had a deeply disappointing experience with IndiGo. My boarding time was 6:30 AM, and I reached the gate at around 6:04 AM. Despite reaching well before the scheduled boarding time, the gates were already closed. The ground staff member, Vivek who was extremely rude to us, clearly informed us that since we had already checked in, we would only have to pay the minimum fare for the next immediate flight. We were told that the additional amount would be minimal. To our surprise, the “minimum fare” itself was ₹3,000 more than 50% of our original ticket price. When we questioned this, we were then told that the immediate flight was not available and that we would have to come back the next day and pay the full fare for a new ticket. This was extremely frustrating and, frankly, disgusting customer service. First, we were told one thing about the minimum fare, and then, when that option was unavailable, we were simply asked to pay the full amount again despite having already checked in and reaching the airport well before boarding closure. What was even more disappointing was that there was no call or proper announcement made to us before the gates were closed. As passengers, we understand that delays, operational issues and unforeseen circumstances can happen. But what matters is how the airline handles the situation and treats its passengers. When customers are paying a significant amount for air travel, they deserve clear communication, reasonable assistance and basic courtesy. Unfortunately, this experience left me feeling that IndiGo's service standards are deteriorating. To add , they did not even provide us with snacks for my return flight despite my 6 member family paying extra per head just for snacks It honestly makes one wonder , is this becoming a way for IndiGo to make more money by putting passengers in difficult situations and then charging them again for the next flight? IndiGo (InterGlobe Aviation Ltd) , I hope you look into this incident and ensure that passengers are not left stranded without proper communication or assistance. #IndiGo #CustomerService #AirTravel #PassengerExperience #Travel Ministry of Defense and Aviation