I was booked on flight No 6 E 316, Guwahati - Bangalore, on 24th Feb 2017, 5 pm and I had a terrible experience of bad service with Indigo and its two ground staff : Himadri and supervisor Upasana.

I had an important dinner meeting at 845 pm in Bangalore and getting to Bangalore on time was crucial. While there were other choices such as Spice Jet ( at 430) and Jet Connect, I chose Indigo in good faith , believing that Indigo would get me there on time.
The flight was delayed
by half an hour - from 5 pm to 5 30. I was distressed as it meant I would miss my meeting.

I requested a reimbursement so that I could take another flight that would get me there on time ( I was at the airport 2 hours before departure). I was refused.

They said Indigo has a rule that only if there is a delay of two-three hours, will Indigo reimburse. But this half - hour delay cost me my crucial meeting in Bangalore.

Indigo is an airline that does not give the passenger an extra minute at the check in counter, but when the Indigo flight was delayed by half an hour due to no fault of mine, Indigo refused to reimburse me. They should have compensated me, so that I could have taken by another flight.

It was an Emergency for me but Indigo failed to understand and failed miserably in terms of service.

Rules serve as guidelines and Indigo and its staff need to know under what circumstance they ought to make an exception. Rules cannot be hard and fast, you are dealing with human beings and need to be flexible when there is a genuine need. This was an Emergency for me and Indigo was indifferent and unresponsive and to me, that is grossly unprofessional.

This was the highhanded and pathetic service meted out to me by Indigo ground staff Himadri and Upasana.

Apart from this, they insisted that I check in my small hand luggage. I had two handbags ( one in which I keep my purse, the other in which I keep my cosmetics) and one small handluggage.

Once again, they harped on the rules and insisted that I check in the small handluggage - Indigo was late and now they were going to delay me further by making me wait at the luggage collection belt for an additional stretch of time.

I explained and pleaded with them to be reasonable but they were adamant and ruthless.
Lastly, when I first arrived at the check in scounter, she did not ask me of my seat preference, but handed me a middle seat ( 23 B) . Since I was so early ( 2 hours) , I asked if I could be given an aisle seat.

She said nothing was available . When I insisted, she found an aisle seat 3 C .

What has happened to Indigo? An airline that prides itself in hospitality and service, treats its passengers in such a callous and inhuman way ? This was one example of professional apathy upon another.

I regret having chosen Indigo, which is now sitting on past laurels, while the current service scenario is truly a pathetic one...

-- Deepika Govind.