Deepak Kenkre
New member
- Hotel Name
- Not applicable
- Company Name
- Not applicable.
- Website Name
- Not applicable
- Customer Care Number
- Not applicable
- Loss Amount
- 150000
- Ratings
- Opposite Party Address
- Indigo Airlines Ltd, Tower C, Level 1, Global Business Park, M.G.Road, Gurugram-122002, Haryana
I am a retired senior citizen and had gone through a terrible experience while travelling by Indigo Airlines on August 7th, 2026 while returning back from Australia (Melbourne) to India (Mumbai). I have explained that in the trail mail which I sent to customers.experience@goindigo.in, I am reproducing the contents below for your perusal. (marked in bold).
Myself (Deepak Kenkre) and my wife Meghana had booked Indigo airlines for travel from Melbourne to India on August 7, 2026. Our itinerary was below.
Flight 6E3977 August 7, 2026 Departure Melbourne at 12.00 p.m. Arrival Singapore at 18.00 p.m. Flight 6E1164 August 7, 2026 Departure Singapore at 19.45 p.m. Arrival Bombay at 22.45 p.m.
We had booked this flight considering we would reach on August 7th since we had important work on August 8th in Mumbai. Further we wanted minimal transit time so that we could reach door to door very fast.
Two days before the trip on August 7th, Indigo communicated on mail a revised schedule with travel from Melbourne to Phuket on August 7th reaching Phuket at 8.20 p.m. and Phuket to Mumbai on August 8th departing at 12.20 p.m.. No reason was communicated by Indigo as to why this reschedulement is happening. Hence we were not sure about the revised schedule.
The revised itinerary communicated was as follows. (PNR/Booking Reference QFLRHX and YCKRQT)
August 7, 2026 Melbourne to Phuket 6E3978 14.50 p.m.Departure, Arrival Phuket at 20.40 p.m.on August 7th
August 8, 2026 Phuket to Mumbai 6E1072 12.20 p.m. departure and Arrival Mumbai at 15.25 p.m. on August 8th
Since we were not sure of the itinerary, we reached Melbourne airport at 9.00 a.m. ( 3 hours before the original schedule of 6E3977 departing at 12,00 p.m.)
At the Melbourne airport, Jet Star told us that they had a technical problem with the original 6E3977 flight to Singapore and had to cancel that. As a result this reschedulement has happened and they had communicated this to Indigo so that it could be further communicated to customers. However, no reason was communicated by Indigo as to why this reschedulement is happening. We came to know this when we reached Melbourne airport on August 7th. Along with us there were many more people on the same flight. We then asked about what is the arrangement for us to stay at Phuket airport since the connecting flight to Mumbai was the next day on August 8th. They said that they were not aware of this, but they would speak to Indigo and let us know. After some time, they told us that they have spoken with Indigo and overnight accommodation would be organised in Phuket on August 7th and there would be support to us when we land at Phuket airport. Further we were told that our checked in luggage would directly be transported to Mumbai and we would not have to bother about that in Phuket. Accordingly, baggage tags on our boarding passes also reflected Mumbai.
To our surprise at Phuket when we landed, there was one local person carrying a board of Indigo saying that we have to collect the luggage. He was not able to answer anything when we asked him the reason. That person disappeared in some time. We then had to finish cumbersome immigration formalities, collect checked in luggage and clear customs by about 12.30 a.m. in the night. There was no one either from Jet Star or Indigo at Phuket airport to help us or guide us as to what to do next. We spoke to customer care nos of both Jet Star and Indigo, but there was no help at all. We were told that the counters for Indigo were to be opened on August 8th, morning and we have to speak to them then for any help. We were also told by Indigo customer care that it was a problem of Jet Star and they needed to organise for our stay since they had cancelled their flight to Singapore for technical reasons and it's not Indigo's fault. We were also told by Indigo Customer Care that we speak to Jet Star Customer Care and seek their help. We did try that as well but could not get any help. Jet Star counter was to open the next day afternoon for their flight then. Thus we could not get any support either from Jet Star or Indigo and we had to spend the entire night at the Phuket airport sitting without any food/ water in the cold conditions. It was an excellent case of code non sharing partnership.
Even the next morning there was no Indigo or Jet Star staff to speak to while boarding the flight to India. We had never expected this unprofessional behaviour from a publicly listed airline like Indigo which has the highest market share in India and having eminent people on the Board. We had booked this flight from India considering that Indigo is the operator. We not only had to spend the night at the airport, we both felt sick as a result. Further we could not attend an urgent work in Mumbai on August 8th which we had planned.
We demand an written apology from the senior management and refund of entire ticket expenses for both me and my wife along with further damages which we had to incur due to health issues and cancellation of an urgent meeting in Mumbai on August 8th.
Myself (Deepak Kenkre) and my wife Meghana had booked Indigo airlines for travel from Melbourne to India on August 7, 2026. Our itinerary was below.
Flight 6E3977 August 7, 2026 Departure Melbourne at 12.00 p.m. Arrival Singapore at 18.00 p.m. Flight 6E1164 August 7, 2026 Departure Singapore at 19.45 p.m. Arrival Bombay at 22.45 p.m.
We had booked this flight considering we would reach on August 7th since we had important work on August 8th in Mumbai. Further we wanted minimal transit time so that we could reach door to door very fast.
Two days before the trip on August 7th, Indigo communicated on mail a revised schedule with travel from Melbourne to Phuket on August 7th reaching Phuket at 8.20 p.m. and Phuket to Mumbai on August 8th departing at 12.20 p.m.. No reason was communicated by Indigo as to why this reschedulement is happening. Hence we were not sure about the revised schedule.
The revised itinerary communicated was as follows. (PNR/Booking Reference QFLRHX and YCKRQT)
August 7, 2026 Melbourne to Phuket 6E3978 14.50 p.m.Departure, Arrival Phuket at 20.40 p.m.on August 7th
August 8, 2026 Phuket to Mumbai 6E1072 12.20 p.m. departure and Arrival Mumbai at 15.25 p.m. on August 8th
Since we were not sure of the itinerary, we reached Melbourne airport at 9.00 a.m. ( 3 hours before the original schedule of 6E3977 departing at 12,00 p.m.)
At the Melbourne airport, Jet Star told us that they had a technical problem with the original 6E3977 flight to Singapore and had to cancel that. As a result this reschedulement has happened and they had communicated this to Indigo so that it could be further communicated to customers. However, no reason was communicated by Indigo as to why this reschedulement is happening. We came to know this when we reached Melbourne airport on August 7th. Along with us there were many more people on the same flight. We then asked about what is the arrangement for us to stay at Phuket airport since the connecting flight to Mumbai was the next day on August 8th. They said that they were not aware of this, but they would speak to Indigo and let us know. After some time, they told us that they have spoken with Indigo and overnight accommodation would be organised in Phuket on August 7th and there would be support to us when we land at Phuket airport. Further we were told that our checked in luggage would directly be transported to Mumbai and we would not have to bother about that in Phuket. Accordingly, baggage tags on our boarding passes also reflected Mumbai.
To our surprise at Phuket when we landed, there was one local person carrying a board of Indigo saying that we have to collect the luggage. He was not able to answer anything when we asked him the reason. That person disappeared in some time. We then had to finish cumbersome immigration formalities, collect checked in luggage and clear customs by about 12.30 a.m. in the night. There was no one either from Jet Star or Indigo at Phuket airport to help us or guide us as to what to do next. We spoke to customer care nos of both Jet Star and Indigo, but there was no help at all. We were told that the counters for Indigo were to be opened on August 8th, morning and we have to speak to them then for any help. We were also told by Indigo customer care that it was a problem of Jet Star and they needed to organise for our stay since they had cancelled their flight to Singapore for technical reasons and it's not Indigo's fault. We were also told by Indigo Customer Care that we speak to Jet Star Customer Care and seek their help. We did try that as well but could not get any help. Jet Star counter was to open the next day afternoon for their flight then. Thus we could not get any support either from Jet Star or Indigo and we had to spend the entire night at the Phuket airport sitting without any food/ water in the cold conditions. It was an excellent case of code non sharing partnership.
Even the next morning there was no Indigo or Jet Star staff to speak to while boarding the flight to India. We had never expected this unprofessional behaviour from a publicly listed airline like Indigo which has the highest market share in India and having eminent people on the Board. We had booked this flight from India considering that Indigo is the operator. We not only had to spend the night at the airport, we both felt sick as a result. Further we could not attend an urgent work in Mumbai on August 8th which we had planned.
We demand an written apology from the senior management and refund of entire ticket expenses for both me and my wife along with further damages which we had to incur due to health issues and cancellation of an urgent meeting in Mumbai on August 8th.