I, Santanu Podder, son of Bidhan Chandra Podder, hereby submit this formal complaint to your office regarding a serious incident of misconduct, negligence, and deficiency in service by an IndiGo Airlines ground staff member, namely Mr. Kundu, at Bagdogra International Airport.
On the concerned date(30th Jan, 26) due to improper and negligent queue and boarding management by IndiGo ground staff, passengers of two different destinations were mixed together, resulting in confusion at the boarding point. As a direct consequence of this mismanagement, my father, along with twelve (12) other passengers, missed their scheduled flight despite reporting on time and completing all mandatory procedures.
When the affected passengers approached the IndiGo counter seeking clarification and assistance, Mr. Kundu behaved in an extremely rude, arrogant, and unprofessional manner. His statement — “I will not do anything. Go wherever you want and do whatever you like” — was humiliating, offensive in an aviation service environment.
The incident caused mental harassment, public humiliation, inconvenience, and financial loss to the passengers. Such conduct constitutes serious deficiency in service under the Consumer Protection Act, 2019 and is contrary to the DGCA Air Passenger Charter, which mandates courteous behavior, proper assistance, and accountability towards passengers.
In view of the above, I respectfully request your good office to:
1. Conduct an immediate internal inquiry into the conduct of the concerned staff member;
2. Take appropriate disciplinary action against Mr. Kundu in accordance with company policy;
3. Provide a writte explanation and an apology response regarding the steps taken; and
4. Ensure appropriate compensation for the hardship caused.
On the concerned date(30th Jan, 26) due to improper and negligent queue and boarding management by IndiGo ground staff, passengers of two different destinations were mixed together, resulting in confusion at the boarding point. As a direct consequence of this mismanagement, my father, along with twelve (12) other passengers, missed their scheduled flight despite reporting on time and completing all mandatory procedures.
When the affected passengers approached the IndiGo counter seeking clarification and assistance, Mr. Kundu behaved in an extremely rude, arrogant, and unprofessional manner. His statement — “I will not do anything. Go wherever you want and do whatever you like” — was humiliating, offensive in an aviation service environment.
The incident caused mental harassment, public humiliation, inconvenience, and financial loss to the passengers. Such conduct constitutes serious deficiency in service under the Consumer Protection Act, 2019 and is contrary to the DGCA Air Passenger Charter, which mandates courteous behavior, proper assistance, and accountability towards passengers.
In view of the above, I respectfully request your good office to:
1. Conduct an immediate internal inquiry into the conduct of the concerned staff member;
2. Take appropriate disciplinary action against Mr. Kundu in accordance with company policy;
3. Provide a writte explanation and an apology response regarding the steps taken; and
4. Ensure appropriate compensation for the hardship caused.