Indigo Airlines - Mismanagement by Indigo in handling of flight boarding process

This is about Indigo flight *E **** Bagdogra-Mumbai for which me and my family, were supposed to travel. Along with me, my mother, my wife and my two daugthers (aged ** and *) had booked tickets for flying on this flight.
*) On November *, ****, Bagdogra airport authority officials were scanning each and every identity
proof of each and every passenger checking into the airport. Some sort of scanning machine was being
used by security personnel. They were matching faces with identity cards and taking more than usual
time to clear every entrants in clear departure from what is being done in other airports. Three queues
of almost *** meters long were formed outside of airport just to get into the airport.

There was no intimation by Indigo to passengers that such time consuming and lengthy procedure was
going to be carried out by airport officials.

*) There were no personnel of Indigo were available at baggage scanning, checking counters to
guide passengers who were already delayed taken aback by lack of prior intimation of such extra-
ordinary entry procedures at Bagdogra Airport.

*) In the security area, my family was in the queue for security check. Announcement of names of my
family members was being made. We requested airport personnel. They guided us to request other
passengers to allow us to pass through. However, they said that they can not accompany us as it was
airline peronnel’s job. However, no Indigo personnel was around in the security area.

On the contrary, personnel of other airlines were roaming around in security check area and were
clearing their respective passengers for early security clearance.

*) Out of the family members, I somehow I made it to boarding gate. Lone Indigo staff at the Boarding gate informed that boarding gate was closed. I enquired why there was no other personnel who could have came to security area to get Indigo passengers through the security clearance. The lone Indigo staff at the Boarding gate informed that there was no one apart from her on duty. I pointed out to her that those other airlines staff were getting their passengers through the security checks. She reiterated that there was no one apart from her available.

*) My family members consisted of my ** years old mother, my wife, my daughters aged ** and *. As
per guidance of airport personnel, they were requesting other passengers for allowing them through the separate queue for female passengers. Some of the passengers became aggressive with my family. In this mess, my * year old got left behind and started panicking.

Looking at this mess, Airport staff and other airlines staff kept guiding my family to reach boarding
gate and get someone of Indigo to get all members of the family through the security check. However, to
our helplessness, there was no Indigo staff anywhere in sight.

*) Indigo management knew infrastructure available at Bagdogra Airport. Still they scheduled
flights along with all other airlines’ flights to cause huge rush. They did not care to inform
about the additional steps that were being carried out just to allow entry into the airport. Neither
did Indigo care to depute more staff who could guide passengers through till boarding gate. After missing
this flight, we reached Mumbai by other airline. This other airline officials called me to check if me
and my family were stuck in traffic, even though that flight still had around * hours to depart. There
was no such care for passengers shown by Indigo.

Indigo did not plan the flight timings to avoid long queues to passengers. Whatever your reasons may be still the fact remains that you chose time slots with other airlines which was bound to cause rush,
chaos and panic.

Indigo did not care to call passengers before flight times to make an attempt to ensure convenient
boarding of all passengers.

Indigo did not depute enough staff for Bagdogra Bombay flight which was scheduled to depart at **:** am on November *, ****.

Indigo's gross mismanagement inter alia of not having adequate staff to enable your passengers through the
security checks caused serious panic and trauma to my family especially my mother and my * year old
daugthers.

Indigo negligence resulted in my family missing the flight. Long travel to reach airport and this chaos
left my family very tired and we had to book seats in other airline’s flight and this last minute
booking cost us a lot than usual flight ticket cost.