Shahrukh Kazmi, a Quality Assurance Specialist, raised a complaint against IndiGo Airlines alleging unfair treatment during flight boarding and rescheduling. Despite being on time with his 1-year-old baby, he was denied boarding, rescheduled without fair support, and charged ₹10,000 extra. This article details his grievance and possible legal actions.
Complaint Summary Table
| Field | Details |
|---|---|
| Complainant | Shahrukh Kazmi – Quality Assurance Specialist at Zycus |
| Brand Involved | IndiGo Airlines (InterGlobe Aviation Ltd) |
| Issue Type | Flight rescheduling & additional charges |
| Booking Concern | Boarding denied despite being on time |
| Extra Charges | ₹10,000 imposed for rescheduled flight |
| Complainant’s Situation | Traveling with 1-year-old baby, faced mental distress & inconvenience |
| Complaint Date | 14 hours ago (as per LinkedIn post) |
| Resolution Demanded | Refund of unfair charges & fair treatment for future passengers |
Full Complaint Write-Up
Shahrukh Kazmi, a Quality Assurance Specialist at Zycus, has raised a serious complaint against IndiGo Airlines regarding his recent travel experience.
According to him, despite arriving at the airport on time, the flight staff did not allow boarding and refused to follow the standard buffer of at least 3 minutes waiting time for passengers. Later, he was informed that his flight had been rescheduled, but instead of support, IndiGo imposed an additional ₹10,000 charge.
What makes the situation worse is that Mr. Kazmi was traveling with his 1-year-old baby, making the experience emotionally and physically distressing. He described the airline’s approach as unfair, unprofessional, and insensitive to passengers’ circumstances.
In his words:
- The airline failed to accommodate passengers within a reasonable boarding window.
- Instead of helping, IndiGo imposed steep rescheduling fees.
- The support staff did not provide clear assistance or compensation for the inconvenience.
This experience raises serious questions about IndiGo’s customer service policies, especially when families with infants are involved.
Choice4Voice.com’s First Stage of Action
At Choice4Voice.com, the first step is to feature such complaints publicly on our website and professional platforms like LinkedIn. This ensures the concern receives public attention and puts pressure on the company to respond.
Publicly highlighting the complaint helps:
- Create awareness among other passengers.
- Push IndiGo Airlines to provide a timely resolution.
- Build transparency and accountability in airline practices.
If IndiGo responds positively, this article will be updated to reflect the resolution.
Possible Legal Actions if IndiGo Fails to Resolve
If IndiGo Airlines does not take prompt corrective action, Choice4Voice.com can assist the complainant in pursuing legal remedies, such as:
- Consumer Court (Consumer Protection Act, 2019) – Filing for refund of ₹10,000 and compensation for mental harassment.
- Civil Damages – Seeking damages for inconvenience and distress caused to a passenger with an infant.
- Aviation Regulator Escalation (DGCA) – Escalating the issue to the Directorate General of Civil Aviation, which regulates airline passenger rights in India.
- Unfair Trade Practices – Filing under Section 2(47) of CPA 2019 for imposing unfair and unreasonable charges.
- Compensation for Deficiency in Service – Arguing that denial of boarding and unreasonable rescheduling charges amount to a serious deficiency in service.
Such legal routes ensure passengers are not exploited by airlines through arbitrary policies and unfair charges.
About the Author
This article has been prepared on behalf of Shahrukh Kazmi’s LinkedIn complaint against IndiGo Airlines. He is a Quality Assurance Specialist at Zycus who shared his real passenger experience publicly.
👉 Read the original LinkedIn post here
Q&A on IndiGo Airlines Complaints
Q1: Can IndiGo deny boarding even if the passenger arrives on time?
A: No, passengers who reach before boarding gates close must be allowed. Arbitrary denial may be challenged legally.
Q2: What is IndiGo’s policy on boarding time?
A: IndiGo requires passengers to report at the gate at least 25 minutes before departure, but failure to honor minimal waiting time can be considered unfair.
Q3: Can IndiGo charge ₹10,000 for rescheduling a flight?
A: IndiGo charges vary, but if imposed unfairly, passengers can dispute such charges with DGCA and Consumer Court.
Q4: How can passengers complain against IndiGo Airlines?
A: Complaints can be filed on IndiGo’s website, DGCA’s AirSewa portal, or consumer forums.
Q5: Does IndiGo provide compensation for denied boarding?
A: Yes, as per DGCA rules, compensation is required if passengers are denied boarding despite holding valid tickets.
Q6: What rights do passengers with infants have on flights?
A: Airlines must provide special assistance and ensure no undue stress for passengers traveling with infants.
Q7: How to claim a refund for unfair rescheduling charges from IndiGo?
A: Passengers can file a complaint with IndiGo first, then escalate to DGCA and Consumer Court if unresolved.
Q8: What documents are needed to file a legal case against an airline?
A: Ticket copy, payment receipt, boarding denial proof, and complaint correspondence.
Q9: Can Consumer Court award compensation for mental harassment by airlines?
A: Yes, courts often award monetary compensation for mental agony and harassment.
Q10: What is DGCA’s role in airline complaints?
A: DGCA ensures compliance with passenger rights and can penalize airlines for violations.
Q11: What steps should passengers take if denied boarding?
A: Record the incident, ask for a written explanation, and file a complaint with DGCA immediately.
Q12: Can airlines forcibly reschedule flights without passenger consent?
A: No, passengers must be informed in advance and given free rescheduling options.
Q13: Are rescheduling charges regulated by DGCA?
A: Airlines have flexibility, but excessive or unfair charges can be challenged.
Q14: How soon can Consumer Forum cases be resolved?
A: Typically within 3–12 months, depending on the complexity of the case.
Q15: Can IndiGo be sued for deficiency in service?
A: Yes, under Consumer Protection Act, if service delivery is unfair or inadequate.
Q16: What happens if an airline denies a refund?
A: The passenger can escalate to DGCA and then to the Consumer Court.
Q17: Do passengers get priority support if traveling with infants?
A: Yes, airlines are required to offer special support and priority assistance.
Q18: Can IndiGo be held liable for mental harassment?
A: Yes, courts have ruled in favor of passengers in similar cases.
Q19: How to calculate compensation in airline disputes?
A: Based on actual financial loss + mental harassment + litigation costs.
Q20: What does Shahrukh Kazmi demand from IndiGo?
A: Refund of ₹10,000, accountability for unfair treatment, and assurance that similar issues won’t occur in future.
