- Wrong instruction due to wrong update ^Open

mohammed muhsin aboobacker filed this complaint against Indigo on Jul 06, 2022

We, mohammed mohisin aboobacker (pnr GK**KS) and khaleel ibrahim mohammed (pnr UHVC*L) booked tickets from manglore to jeddah via mumbai on * jun ****,
When we approch to boading counter at mangalore , staff said we can not travel to jeddah due to the reason that only hajj passngers were allowed to travel to jeddah as per the new guideline they received ( actually the staff was miss-informed about the guideline where as residents were allowed to travel to jeddah)
We requested that we are resindent of saudi arabia not visitor / turist/ummrah passengers. We even produced our re-entry screen shot proving that we are residents , still the staff did not allow us.
He compelled us to change the tickets to dammam instead of jeddah and we had no other option than to accept it as our re-entry date(last date to enter the country) is on ** of june.
Just becouse of irresponsible staff behaviour we had to book tickets from dammam to jeddah which we had to wait more than * hours in dammam, we had many mental and physical stress to complete our journey...
When we contacted INDIGO customer relations officer through e-mail we got unsatisfying reply stating that staff supported us and did as per guideline.
But when we contacted travel agency they said that guidelines will not effect residents travelling to jeddah and also there are other airline still carrying residents to jeddah.
When we requested to provide the copy of guideline for satisfactory , they did sent the link which also state that resident can travel to jeddah. The indigo airline is not willing to admit the mistake made by their staff

We  had to bear financial and physical losses such as
*. we did purchase airline ticket to jeddah from dammam at our own cost
*. We had paid higher fare (*****rs/pax)to jeddah destination where as fare to dammam (*****)are usually cheaper
*. We had other expenses for food and in transit when our journey time is extended
*. We had to spend more than * hours in dammam to get flight to jeddah
Here by we attach the copy of guideline received from travel agent proving that airline made a mistake
also attach copy of our itinerary and the copy e-mail response we received from airline end

The link which state the guidelines as follows

https://www.goindigo.in/information/international-travel-guidelines.html?gclid=EAIaIQobChMIroLYiqe*-AIVo*lmAh*IzQn*EAAYASAAEgLLB_D_BwE

( scroll down to saudi arabia /india to saudi arabia/clause no. * and * indicate the restricted and allowed passenger )

And finally INDIGO has initiated partial refund on my fare to dammam - jeddah amounting **** Rs which is very less compare to the amount we paid other hassle we had to bear
We demand at least Rs ***** (***** each pax) as compensation

We request you to look into the issue , we would like to claim all the losses and expenses we had to bear unnecessarily.

Thanking you
Mohisin aboobacker
Khaleel ibrahim

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