To,
The Manager
Indigo Airlines
Sub: Unruly and disrespectful behavior by your ground and air staff of Indigo Airlines.
Dear Sir,
This is to inform you that I, Mr. Gouri Shankar Sharma and my relative Mr. Mahesh Sharma has been the victim of terrible misbehavior by your ground and air staff of Indigo Airlines. I am a frequent flier who has to travel on business quit often and generally utilize the services of Indigo Airlines only if there is an emergency or shortage of other flights. The reason me or any of my known associates and family members have an allergy towards Indigo Airlines is purely because of your indecent staff behavior and unruly attitude. The price of your airline tickets is contradictory to the advertising done about being the most economical airlines and on the contrary it is one of the most expensive air tickets domestically.
I have travelled to Mumbai on the 27th November 2014, morning flight No 6E 324 PNR no P83BFJ and I paid Rs. 1200/- extra for seat no 13F & 13D Rect. No 0312124774 , for business purposes. The interaction of your staff with passengers is alarming as they behave as if they are performing some charity services or doing us a favor by checking us in during boarding. This was disregarded by us this instance and we never bothered with your staff. On our return to Kolkata, we booked our flights on 29th November, 2014 flight no 6E595 PNR no E9WJQD and requested your ground staff at check in to provide us seats close to the rear end of the aircraft near the lavatory or extreme front, close to the lavatory due to health issues of travelling relative Mr. Mahesh Sharma. We were point blank denied the seats and your staff kept arguing the same issue and they want issue us the seat number on 30th row close to the lavatory and ultimately provided us seats exactly in the middle of the aircraft bearing seats numbers 10E and 11B, not even seated together. Upon boarding the aircraft and almost time for takeoff time, we noticed that the aircraft was more or less half capacity. All seats in rows 6,7,8 & 9 were empty and rows 12 & 13 as well. Seeing that it was vacant, we calmly moved to the back for a window seat however your staff came and sternly asked us to vacate the seat and move back to our original seats. I explained the situation to the staff and informed her of the health issue that Mr. Mahesh Sharma has and despite that she very rudely dismissed our pleas and asked us to return back to our seats. Prior to that she asked a passenger seated behind us to come ahead and sit in 12A, a vacant window seat. We continuously requested her to allow us to sit there and yet she went back to her area and got another staff member to come and forcibly remove us from the seats to our original seats.
Subsequently we overhead the same staff member saying that if we were BUTTER UP them, we would have been given the seat.
Sir, I have a few queries that need a response to my dilemma created here.
1.) If the seats were vacant and available, then why not issued us and was I denied permission to sit with my colleague Mr. Mahesh Sharma especially when we categorically mentioned him having a medical condition?
2.) Is it natural to have your staff be as rude and apply double standards to an airline that prides itself in customer support, relationship building and being the best domestic travel airline?
3.) Is this behavior completely acceptable for a frequent flier who has experienced the luxury of flying in comfort and utilizing most of all airline services available today?
4.) Why do we have to be compelled to listen to such condescending behavior and tone from your staff?
I am extremely upset and devastated by this sort of attitude and behavior conducted continuously by your staff whom definitely needs a course in hospitality and mannerisms.
I would like to know what sort of action will be taken to ensure that this sort of behavior is never repeated in future as it inconveniences the passengers and provides a very negative feedback to the airline service. Your staff seriously needs to be reprimanded and taught a lesson.
Thanking You and awaiting your earlier reply ,
Regards,
G S Sharma ( +91 98300 21754 )
J1/5 Kariwala Towers, Block- EP
Sector-V, Salt Lake City
Kolkata – 700 091(W.B.)