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In reply to the LinkedIn user, IndiGo said that as per the standard procedure, boarding gates are closed 25 minutes before departure.
Chayan Garg has shared a photograph of his boarding pass on LinkedIn. (Photo Credits: LInkedin)
A branding and social media consultant has shared a personal ordeal about how a missed IndiGo flight from Jaipur to Mumbai cost him a “high-stakes client meeting,” leading to a loss of Rs 2.65 lakh. The passenger, Chayan Garg, recounted his experience in a post on LinkedIn that later went viral.
“IndiGo, you’re going down,” he wrote. Garg shared that he was supposed to take an early morning flight from Jaipur to Mumbai to meet a client.
For the same, he reached the airport at 4:40 AM and cleared the security check by 5:10 AM. Later, an IndiGo executive allegedly told him that boarding for this flight starts in 10-15 minutes.
Seeing that the gate was packed, Garg said he decided to use the washroom.
But things went upside down when he came back after 12 minutes and was told that the boarding had closed.
“I was literally surprised as the boarding was supposed to start not end. And the executive just said we’re running 7-9 minutes behind,” he wrote.
He said that there were no announcements made regarding the same by the airline and when he brought up this issue with them, they allegedly told him, “Jaipur is a silent airport,” meaning public announcements are limited.
Garg then highlighted that there was an announcement for the “Dehradun flight from IndiGo” a few minutes ago.
“When I pointed that out, the staff denied it straight to my face. I pleaded with folded hands. I explained the urgency. I begged. Still, I was deboarded,” he stated.
The person stated that he was not provided any alternate option or any help with the next flight.
“No refund. No empathy. The result? We lost the client. ₹2.65 lakh down the drain. A month’s effort gone in seconds,” he wrote in his LinkedIn post.
Garg said it was not about the missed flight, but “accountability” and “humanity.”
He noted that passengers are “already under stress” after witnessing heavy rains and unpredictable conditions. The consultant added that the least travellers expect is “fair and transparent process or even just a little kindness.”
“But today, I walked out of that airport feeling powerless, angry and sad to see the travel industry and the Indian landscape,” he wrote.
Tagging the airline, he asked whether it treats its customers like this. “We talk so much about customer experience and service excellence but when it’s truly needed, no one shows up,” he stated.
IndiGo Responds
In reply to the user, IndiGo wrote that they understood how disappointing it is to miss a flight, but added that the boarding gates get closed 25 minutes before departure.
“Unfortunately, your arrival was after gate closure, by which time final preparations for take-off were already underway. Our airport team offered the next available flight to support you, and while we respect your decision not to proceed with it, we genuinely appreciate your patience and understanding,” the airline said.
In the comments section of the post, several others have shared their views on the matter.
One person wrote that if the passenger had a boarding pass, then the airline should have announced the name and asked to proceed to the gate.
Another one asked Garg to reach out to the consumer forum and lodge a formal complaint in this regard.
A team of writers at News18.com bring you stories on what’s creating the buzz on the Internet while exploring science, cricket, tech, gender, Bollywood, and culture.
A team of writers at News18.com bring you stories on what’s creating the buzz on the Internet while exploring science, cricket, tech, gender, Bollywood, and culture.
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Delhi, India, India
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