I had a very disappointing experience with IndiGo during my recent journey from Guwahati to Delhi.
At the check-in counter, I made a simple request to move one cabin bag into check-in, especially since I still had baggage allowance available. This would have made it easier to manage fewer bags in the cabin.
However, the staff member named Abhilakh refused the request in a very rigid and rude manner. Even after requesting escalation, the senior staff member Prashant also denied the request without showing any willingness to help or even explain properly.
What made this worse was the inconsistency—during my onward journey, the exact same request was accommodated without any issue. This clearly shows a lack of standardization in how policies are applied.
I also noticed that other staff members at nearby counters were much more polite and understanding, which made this experience stand out even more negatively.
This is the first time I’ve faced such behavior despite traveling frequently, and it was quite disappointing.
I hope IndiGo takes this feedback seriously and works on improving staff behavior and ensuring consistent customer service across all airports.
Claim your business profile now and gain access to all features and respond to customer reviews.
