Laxmipati Nileshjee alleges rude behavior, wrong ticket booking, and refund delay by IndiGo ground staff at Mumbai Airport. ₹14,000 blocked, no ticket issued. Complaint published on Choice4Voice.com for urgent resolution.
Complaint Summary : IndiGo – Laxmipati Nileshjee’s Complaint on Wrong Ticket Booking & Refund Delay at Mumbai Airport | Choice4Voice.com
| Complainant Name | Laxmipati Nileshjee |
|---|---|
| Company Name | IndiGo (InterGlobe Aviation Ltd.) |
| Nature of Complaint | Wrong ticket booking, refund delay, and unprofessional staff behavior |
| Incident Date | 14th August 2025 |
| Flight Route | Mumbai to Deoghar |
| Scheduled Departure | 10:45 AM |
| Staff Involved | Ms. Yasmin (Ground Staff), Mr. Sufiyan (Manager) |
| Total Amount Paid | Approx. ₹14,000 |
| Wrong Ticket Charge | ₹6,367 |
| Status | Refund not confirmed |
| Location Mentioned | Mumbai Airport |
| Main Issue Raised | Unprofessional conduct, booking error, and refund delay |
| Expected Action | Immediate refund with written confirmation |
| Original Post Platform | |
| Original Post Link | View LinkedIn Post |
Case Overview
At Choice4Voice.com, we highlight consumer grievances that require urgent attention from companies.
In this case, Laxmipati Nileshjee, a passenger booked on an IndiGo flight from Mumbai to Deoghar scheduled for 14th August 2025 at 10:45 AM, faced severe inconvenience due to alleged misconduct and negligence by the ground staff at Mumbai Airport.
After arriving late due to unavoidable traffic delays, Mr. Nileshjee reached the IndiGo counter at 10:10 AM and sought assistance from staff member Ms. Yasmin. Despite explaining the urgency, he was met with rude and unhelpful behavior.
When informed that the next direct flight was only on 16th August, he agreed to pay ₹4,900 for an alternative route. However, the staff booked a ticket using the wrong PNR belonging to another passenger, charging him ₹6,367 instead.
Upon discovering the mistake, the complainant was told a refund would be processed. Instead, he was kept waiting for over 4 hours without clear communication. The situation escalated when Ms. Yasmin and her manager Mr. Sufiyan began arguing in front of passengers.
By 2:55 PM, Ms. Yasmin vaguely claimed the refund had been “initiated” but provided no written confirmation or proof. As a result, the complainant’s ₹14,000 remains blocked, and he has no ticket to travel home.
Key Concerns Raised
- Wrong Ticket Booking – Staff booked under another passenger’s PNR.
- Refund Delay – No written proof or confirmation of refund initiation.
- Unprofessional Conduct – Public argument between staff and manager in front of passengers.
- Financial Hardship – ₹14,000 blocked without receiving the service.
- Mental & Time Loss – Over 4 hours wasted at the airport without resolution.
Why This Matters to Consumers
Incidents like this highlight the importance of staff accountability and customer-first service policies in the aviation industry. Passengers rely on airlines not only for safe travel but also for professional ground handling during unforeseen situations.
Choice4Voice.com believes this case underscores the urgent need for:
- Staff Training – Emphasizing politeness, empathy, and accuracy in ticket handling.
- Refund Transparency – Providing immediate written confirmation for all initiated refunds.
- Escalation Protocols – Ensuring managers resolve issues instead of worsening them.
Choice4Voice.com 20-Question Consumer Awareness Q&A
Q1: What should a passenger do if the airline staff books a wrong ticket?
Immediately request correction, demand a written acknowledgment, and escalate to the duty manager.
Q2: Can the passenger refuse to pay for an airline error?
Yes passengers are not liable for extra costs caused solely by airline staff mistakes.
Q3: How long does an IndiGo refund usually take?
Standard refunds take 7–10 working days; however, errors should be prioritized for same-day processing.
Q4: Can the airline block the amount without issuing a ticket?
No payment without service violates consumer rights and can be challenged legally.
Q5: What documents are needed to claim a refund?
Payment receipt, incorrect ticket copy, and written complaint submission.
Q6: Can a passenger claim compensation for mental harassment?
Yes in consumer court, passengers can seek compensation for mental agony and time loss.
Q7: Does IndiGo have a grievance redressal officer?
Yes details are available on their official website under “Grievance Redressal.”
Q8: How can social media complaints help in airline disputes?
They increase visibility and pressure the airline for quicker resolution.
Q9: What is PNR, and why is it important?
PNR (Passenger Name Record) is a unique booking code linked to your ticket details.
Q10: Can a wrong PNR affect boarding rights?
Yes you cannot board if the PNR is not linked to your name and details.
Q11: What if the refund is promised but not processed?
Follow up in writing, escalate to DGCA, and file a consumer forum complaint if unresolved.
Q12: Who regulates airline passenger rights in India?
The Directorate General of Civil Aviation (DGCA).
Q13: Can the passenger demand a written apology?
Yes airlines can be asked for an apology for unprofessional behavior.
Q14: Can a manager’s misconduct be reported separately?
Yes complaint can be sent to corporate HR and customer relations separately.
Q15: What happens if the refund is not credited after 10 days?
The passenger can initiate a legal notice and claim interest on the blocked amount.
Q16: Can the airline rebook at no extra cost in such cases?
Yes in case of airline error, the passenger must be rebooked at no cost.
Q17: Are passengers entitled to refreshments during long delays caused by the airline?
Yes airlines must provide assistance during excessive waits caused by their actions.
Q18: Can payment disputes be taken to the bank?
Yes if payment was via card or online, a chargeback can be filed.
Q19: Is recording the conversation with staff allowed?
Yes for personal record and complaint purposes, provided it’s not disruptive.
Q20: What should IndiGo do to resolve this complaint?
Issue the refund immediately, provide written proof, and offer goodwill compensation.
At Choice4Voice.com, we ensure such incidents receive public attention so companies prioritize customer rights and take corrective measures promptly. Laxmipati Nileshjee’s case is a reminder that airline professionalism must extend beyond the flight to every customer touchpoint.
