Dear IndiGo Customer Service Team,
Dear IndiGo Customer Service Team, I am writing to express my disappointment and concern regarding an incident that occurred at Jakarta Airport on 4 September 2026 involving my domestic worker, who was booked on IndiGo flight 6E1602 to Oman. She was denied boarding because she did not have the original physical Omani Residence Card with her. However, she had a clear copy/photo of her valid Omani Residence Card on her mobile phone. I subsequently booked her a ticket with another airline, and they accepted her documents and allowed her to travel without requiring the original physical Residence Card. This experience has caused me significant inconvenience, additional expenses, and unnecessary stress. I believe such requirements should be clearly communicated to passengers before accepting their booking and payment, especially when they can result in a passenger being denied boarding at the airport. Unfortunately, based on this experience, I will not be booking any future flights with IndiGo.