Angry passenger alleges IndiGo denied her boarding despite confirmed ticket, says priority given to high-fare customers

A woman has alleged that low-cost airline IndiGo refused to let her board her flight despite having a confirmed ticket, saying the flight was overbooked. Marketing strategist Manisha took to Instagram on 24 February to share her frustration, claiming she was left stranded at Delhi airport.

Missed wedding due to overbooking?

In a now-deleted video recorded on her way back from the airport, Manisha explained that she was supposed to fly home for her sister’s wedding but was denied boarding.

“I’m going back from the airport now because a lovely sweet lady at the counter told me, ‘Ma’am, nahi ho payega (won't be possible). We have overbooked our flight and we can’t let you board,’” she said.

Was web check-in to blame?

Manisha claimed that she had attempted web check-in three times, each time receiving confirmation but not a boarding pass. When she reached the counter to drop off her luggage, an IndiGo staff member told her to speak to customer service as her seat was not assigned.

“The lovely lady had the audacity to say ki ‘aapki galti hai, aapne web check in time pe nahi kiya (It’s your fault. You did not do web check-in on time),” she revealed.

She questioned how an airline could deny boarding to a passenger with a confirmed ticket, adding that she was rebooked onto a flight for the next day and sent home.

Outrage over airline’s response

Calling the situation "sheer torture," Manisha accused IndiGo of prioritising passengers who paid higher fares over those who booked early.

“You guys should be ashamed for the inconvenience and sheer torture of having to deal with your customer support,” she wrote in her caption.

Many users sympathised with her, with some advising her to take legal action.

“I have faced this issue myself and I was handed over 10k in cash upfront. Not sure how you didn’t get it. Or you are just making this video for some publicity,” one user commented.

“As per the rule they have to give you a flight within 1hr. If not 10X base price + a flight ticket or you can file a case against them,” another wrote.

Several users informed Manisha that she was entitled to compensation under aviation rules.

However, IndiGo has yet to respond to the issue.