Indigo Airlines - IndiGo Itinerary Issue

I want to highlight that I was trying to do web check-in before * hours of departure on Friday **th July morning but I was unable to do it due to Indigo’s ongoing system issue on that day. I was not getting any response on Indigo’s app and website during the web check-in that day, and it was totally Indigo’s responsibility.

I am also well aware that check-in counters close ** minutes prior to departure and boarding gates close ** minutes prior to departure. I want to highlight here that I have reached the airport on time and was having only a cabin bag as I was trying to do web check-in. I mentioned to ground staff that I didn’t want to do any luggage check-in and wanted to go directly to boarding but your system was not allowing me to do web check-in before * hours of flight departure and your ground staff was also unable to give me boarding pass due to system issues.

Initially, your ground staff was saying, we will give you a boarding pass in *-** minutes as our system is down and later they were unable to give me a boarding pass as the system was down later also. Now, due to the Indigo’s fault, your ground staff was giving excuses like you reached late and all, which is totally unacceptable.

In the end, it’s totally Indigo’s fault as their system was not allowing me to do web check-in and was not able to get a boarding pass at the airport counter also. I am a regular flyer of Indigo and expecting a better resolution in that.

As per the Indigo policy only, we have a web check-in option and customers can utilize that as per their convenience. There was no prior notice given to me that your system will not work and I will be unable to do web check-in. I was under the assumption that I would do the web check-in (which is a normal process) and planned my travel accordingly, however it was a sudden surprise for me that your system is unable to do web check-in.