✅ Trip Verified
On May 30th, 2018 my husband, mother and myself were supposed to catch our flight from Delhi to Goa with Indigo. However, the day before our flight we received a message stating that our terminal had changed due to renovations in the airport. My husband had called the airlines to confirm and was told that our terminal had in fact changed. Once we arrived at the Delhi airport, security wouldn’t let us inside the airport and he kept telling us we were in the wrong terminal. We told him that the airlines themselves had confirmed about the terminal change, but he still didn’t want to let us in and asked us to go to the Indigo customer care outside of the airport. When we went inside the customer service area it was already packed with other passengers and we had to wait a long time before we were greeted by the only one Indigo agent that was there. After we explained the situation to the gentleman, he called his manager to help us. The manager took at least 15-20 minutes before he came down (after the agent called numerous times). When we re-explained the situation the manager told us he can’t help us and left mid-conversation, baffling both my husband and I with such horrible customer service, especially from someone in management, The manager left another agent to “deal” with us that was even less helpful. By this time, boarding to the plane had started and we were still stuck with the agent telling us she couldn’t do anything. We asked instead of giving us full credit to book us another flight and we would pay the difference but she did not want to do that. She said we will have to pay in full for the flights and we would not be reimbursed. By this time, all early flights were gone, and by the time we finally checked ourselves to book another flight with another airlines all flights to Goa for May 30th were booked. We booked our flight with Fly Air for 6 times the original price and had to book a hotel for another night at Delhi. We called the hotel in Goa to advise them we wouldn’t make it to the hotel that day, but rather the following afternoon and asked if we would be able to get a credit for that day, but unfortunately we couldn’t. Because of the service from Indigo airlines and wrong information given to us by them, we had to spend 6 times the price of our original flights, lost 1 day of hotel in Goa and had to book another extra night in Delhi.