By far the worst airline experience I…
By far the worst airline experience I have ever had. I have travelled extensively around the world, and my wife is a cabin crew member for an international airline. Never have I experienced such a complete lack of customer service. We were caught in heavy traffic and arrived 5 minutes after boarding had closed. Fine. Rules are rules. We accepted it, paid the penalty, and booked another flight departing just one hour later. What happened next was unbelievable. We were sitting right in front of the departure gate having a quick meal when I received a call from the gate staff. It took me less than a minute to walk to the counter. I was then told the gate had already closed. I was only around two minutes late after gate closure, yet they had already requested my luggage to be removed from the aircraft. Not a single person made the slightest effort to help. No common sense. No empathy. No customer care. Just “the gate is closed” repeated over and over like robots. The staff seemed to know only one thing: repeat company policy. They showed no initiative, no professionalism, and absolutely no willingness to assist a customer. Even the cabin crew were cold, expressionless, and unwelcoming. Throughout the flight, it felt as though customer service simply did not exist. As a Sales and Marketing professional, I can confidently say Indigo has completely forgotten that passengers are human beings, not just booking references. Following procedures is important, but great airlines know how to combine procedures with professionalism, empathy, and good judgement. Indigo failed on every one of those points. This airline may be low-cost, but that should never be an excuse for treating passengers this way. I will never fly with Indigo again, and I strongly advise anyone who values customer service to look elsewhere.