A woman has claimed that low cost airline Indigo refused to let her board despite a confirmed ticket, saying her flight was overbooked. Marketing strategist Manisha took to Instagram on February 24 to air her grievance against IndiGo, claiming that she was denied boarding after reaching the Delhi airport. She deleted the video after receiving a ₹10,000 voucher from the airline.
In her now-deleted Instagram video, filmed while she was on her way back from the airport, Manisha said that she was supposed to travel back home for her sister’s wedding but could not do so because IndiGo refused to let her board.
Sources told HT.com that Manisha accepted a ₹10,000 voucher from the airline – standard compensation for overbooked flights – and volunteered to fly the next day.
Overbooked flight
“I’m going back from the airport now because a lovely sweet lady at the counter told me ‘Ma’am, nahi ho payega (won't be possible). We have overbooked our flight and we can’t let you board,’” explained Manisha in her Instagram video, which has now been taken down.
The marketing professional said that she tried three times to do a web check-in before the flight. Each time, she was told that the web check-in was successful but she did not receive a boarding pass.
{{/usCountry}}The marketing professional said that she tried three times to do a web check-in before the flight. Each time, she was told that the web check-in was successful but she did not receive a boarding pass.
{{/usCountry}}When she reached the counter to check in her luggage, an IndiGo employee told her to talk to customer service as her seat was not assigned.
“The lovely lady had the audacity to say ki ‘aapki galti hai, aapne web check in time pe nahi kiya (It’s your fault. You did not do web check in on time),” she revealed.
“Can someone tell me how a confirmed ticket can be declined at the airport saying we have overbooked the flight?” the irate IndiGo customer asked. She added that IndiGo told her she had been rebooked onto a flight for the next day and asked her to return home.
In her caption, Manisha termed the incident sheer torture as she wrote: "IndiGo a new way to prioritise passengers that have booked at higher fares - over those who have booked well in advance??
“You guys should be ashamed for the inconvenience and sheer torture of having to deal with your customer support,” she said.
“Took the video down”
In an update shared a few hours later, Manisha confirmed that she had received ₹10,000 from IndiGo.
“Took the IndiGo video down," she confirmed on her Instagram Story.
She said the purpose of her video was to bring attention to the issue and reach a speedy resolution, not to spread hate towards IndiGo.
“After incessantly reaching out to Indigo via all platforms, I finally received my compensatory vouchers as promised,” she said. “The purpose of the video was to get attention for a speedy resolution - not spread hate, and people are LOVING doing the latter especially towards me,” she added.