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Submit your complaint →Vishwanatha Eswaran alleges poor customer service by IndiGo Airlines and MakeMyTrip after being denied boarding despite timely arrival at the airport. Complaint seeks refund and compensation for ₹15,000 loss.
Complaint Summary : Vishwanatha Eswaran vs IndiGo Airlines & MakeMyTrip – Complaint Over Denied Boarding and Financial Loss
| Complainant Name | Vishwanatha Eswaran |
|---|---|
| Company | IndiGo Airlines & MakeMyTrip |
| Issue | Denied boarding despite timely arrival; forced to pay additional ₹12,363 for alternate flight |
| Booking ID / PNR | O2PRPS |
| Original Flight | IndiGo 6E-769 (Delhi → Tiruchirappalli) |
| Alternate Flight | IndiGo 6E-6091 (Delhi → Chennai) |
| Date of Incident | 23 October 2025 |
| Amount Lost | ₹15,000 (approx.) |
| Location | IGI Airport, Delhi |
| Platform Used | MakeMyTrip |
| Complaint Status | Unresolved |
| Complainant Profession | Verified LinkedIn User |
Full Complaint Details
Vishwanatha Eswaran, a verified professional, shared his distressing experience with IndiGo Airlines and MakeMyTrip after being denied boarding for a confirmed flight from Delhi to Tiruchirappalli (PNR: O2PRPS, Flight 6E-769).
According to his account, the flight was scheduled to depart at 14:10 IST on 23rd October 2025. Vishwanatha and his family arrived well before time around 1:00 PM for check-in at IGI Airport Terminal 1.
However, what followed was complete chaos:
- They were initially directed to counter E10, where they were told to use the self-check-in kiosk.
- The kiosk displayed a message saying “boarding closed”, even though sufficient time remained before departure.
- Staff then redirected them to H10, where they waited in queue for nearly 15 minutes, only to be informed that boarding was indeed closed.
- The same issue reportedly affected multiple passengers for the same flight.
When the family approached the staff again, they were told no more flights were available to Tiruchirappalli. The only option offered was an alternate flight to Chennai, for which they had to pay ₹12,363 extra.
Despite boarding for the new flight being scheduled for 15:15 hrs, actual boarding started only at 15:40 hrs just 20 minutes before departure raising questions about the inconsistency in boarding policies between flights.
Complainant’s Key Concerns
- Unfair denial of boarding despite arriving well before the flight’s departure time.
- Inconsistent boarding cut-off times leading to confusion and financial loss.
- Forced to buy a new ticket, resulting in a loss of over ₹15,000.
- Emotional distress and wasted travel time for the entire family.
- Lack of accountability from both IndiGo and MakeMyTrip.
Vishwanatha emphasized that such incidents erode public confidence in reputed travel brands and urged both companies to investigate the issue transparently, refund the additional cost, and compensate for the inconvenience caused.
Legal Options Available
In cases like this, the complainant can pursue the following legal remedies:
| Type of Complaint | Applicable Forum / Department | Action Possible |
|---|---|---|
| Consumer Complaint | District Consumer Disputes Redressal Commission | File for refund + compensation for mental agony and harassment |
| Aviation Service Complaint | Directorate General of Civil Aviation (DGCA) | Report unfair denial of boarding and seek regulatory action |
| Booking Platform Negligence | National Consumer Helpline (NCH) / Ministry of Consumer Affairs | Escalate issue citing MakeMyTrip’s failure to assist |
| Bank / Card Refund (if paid online) | Bank Ombudsman or RBI’s CMS Portal | File a complaint for reversal of payment under “service not rendered” |
How to File a Complaint
Step 1: File a Consumer Complaint
Go to the Consumer Helpline Portal (https://consumerhelpline.gov.in/) and select:
Category: Transport → Airline Services / Online Booking Platform
Attach copies of your boarding pass, payment receipt, communication emails, and screenshots.
Step 2: Escalate to DGCA
Visit https://dgca.gov.in → Passenger Charter → “Denied Boarding / Delayed Flight” section.
Fill the complaint form and include the PNR, flight number, and proof of timely arrival.
Step 3: Escalate via MakeMyTrip
Email to consumercare@makemytrip.com with subject:
“Urgent: Denied Boarding & Refund Request for Booking ID O2PRPS”
Step 4: Optional FIR for Financial Loss
If any fraud or deliberate negligence is suspected, file a written complaint at your nearest police station or through the Cybercrime Portal at https://cybercrime.gov.in.
Pre-Drafted Complaint Template (Consumer Forum)
Subject: Complaint Against IndiGo Airlines & MakeMyTrip for Denied Boarding and Unjust Financial Loss
To:
The Consumer Disputes Redressal Commission
[Your District Name]
Respected Sir/Madam,
I, [Your Full Name], booked a flight via MakeMyTrip with IndiGo Airlines (PNR: O2PRPS, Flight No. 6E-769) from Delhi to Tiruchirappalli scheduled for 23rd October 2025. Despite reaching the airport well on time, boarding was denied without valid reason. I was forced to buy a new ticket worth ₹12,363 for another flight, causing a total loss of around ₹15,000.
I request a full refund of the extra fare and compensation for mental agony and inconvenience.
Attachments:
- Booking confirmation & payment proof
- Airport check-in details
- Complaint reference (if any)
Yours faithfully,
[Full Name]
[Email ID]
[City, State]
How Choice4Voice.com Can Help
Choice4Voice.com helps consumers like Vishwanatha amplify their complaints against large corporations through public exposure, legal awareness, and direct escalation to the concerned departments.
If your genuine complaint has been ignored by a company, you can submit your case through our official complaint form, and we’ll ensure your voice reaches the right audience — including corporate PR teams and regulators.
Frequently Asked Questions (FAQ)
Q1. What is IndiGo’s boarding time policy?
IndiGo generally closes boarding 25 minutes before departure, but inconsistencies may occur depending on airport operations.
Q2. Can a passenger claim refund for denied boarding?
Yes. As per DGCA’s Civil Aviation Requirements (CAR, Section 3, Series M, Part IV), passengers denied boarding despite confirmed tickets are entitled to full refund and compensation.
Q3. What is MakeMyTrip’s responsibility in such cases?
As the booking intermediary, MakeMyTrip is responsible for ensuring customer support and facilitating refund if the airline fails to deliver service.
Q4. Can compensation be claimed for mental harassment?
Yes. Under the Consumer Protection Act, 2019, passengers can claim compensation for mental agony and deficiency in service.
Q5. How long does the DGCA take to resolve a complaint?
Typically within 30–60 days, depending on documentation and airline cooperation.
Q6. What if IndiGo denies responsibility citing airport authority?
The DGCA clarifies that airlines are accountable for their ground handling and boarding processes.
Q7. Can MakeMyTrip be sued jointly with IndiGo?
Yes. In consumer disputes, both the service provider and the intermediary can be held jointly liable.
Q8. Is there a helpline for aviation complaints?
You can contact AirSewa via https://airsewa.gov.in or email nodalofficer@dgca.gov.in.
Q9. What documents are needed for complaint filing?
Boarding pass, payment receipt, communication records, and any proof of arrival time.
Q10. How to calculate compensation?
Compensation includes refund of fare + additional cost of alternate travel + any incidental expenses due to delay.
Q11. What if DGCA doesn’t respond?
You can escalate to Ministry of Civil Aviation – Public Grievance Cell through pgportal.gov.in.
Q12. Can social media help?
Yes. Tagging @IndiGo6E, @makemytrip, and @DGCAIndia on X (Twitter) helps expedite responses.
Q13. Is there a time limit to file a consumer complaint?
Within 2 years from the date of incident as per Consumer Protection Act, 2019.
Q14. Does travel insurance cover such losses?
Only if your policy includes “Trip Delay or Denial of Boarding” clause.
Q15. Can I get refund for hotel or taxi expenses caused by rescheduling?
Yes, if you prove they resulted from airline’s failure.
Q16. How to check if DGCA has penalized IndiGo before?
DGCA’s website publishes enforcement reports under “Enforcement Actions”.
Q17. Can IndiGo cancel ticket without informing passenger?
Only if the passenger fails to check in before the cut-off. But in this case, the complaint claims otherwise.
Q18. What is the compensation limit set by DGCA?
₹10,000–₹20,000 depending on flight distance and fare.
Q19. Can I claim refund from MakeMyTrip if airline delays it?
Yes, MakeMyTrip is obligated to coordinate refund under RBI and IRDAI guidelines.
Q20. How can Choice4Voice amplify such cases?
By publishing verified consumer stories, tagging corporate PR teams, and ensuring public accountability to prompt faster resolution.
