‘Where is your humanity?’: woman slams IndiGo after missing father’s funeral over ‘cold, procedural’ response

Despite explaining the gravity of her situation to the IndiGo staff, she said she was met with a “cold, procedural” response. “I told them my father had just died. I was trying to get home for his final rites,” she wrote. “Their response? Cold, procedural, and completely lacking in empathy.”

Nikita went on to say that missing the flight wasn’t just an inconvenience–it was a moment lost forever. “This wasn’t just about a missed plane. It was about an unforgivable loss,” she wrote, blaming not weather or logistics, but “rigid, indifferent behaviour” from the airline’s team.

Adding to her frustration, she highlighted what she called a “confusing” check-in system. She claimed the booking portal allowed reservations, yet neither online check-in nor kiosk check-in at the airport worked for her. “IndiGo should not keep their booking portal open if web check-in is not being accepted online or at the airport,” she wrote. “This causes unnecessary confusion and inconvenience for passengers.”

In closing, she held the airline responsible for what she described as a traumatic experience. “I demand accountability, compensation, and above all, an answer: Where is your humanity?”

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In response, IndiGo issued a statement expressing condolences, while standing by their policy. “We’re truly sorry to hear about your loss,” the airline said. “Check-in counters close 60 minutes before scheduled departure, in line with our SOPs.”

The airline added that its team had tried to offer her the best alternative available at the time, but she had chosen not to take it.

“After a thorough review, we found that you had arrived after the stipulated time, due to which we were unable to accommodate you on the flight. Our team did try to assist you with the best possible alternative available at that moment, which, however, was not opted for. We sincerely appreciate your understanding and patience,” the airline added.

Still, IndiGo’s statement hasn’t done much to calm the criticism flooding social media, where many have called out the airline’s perceived lack of compassion in moments that call for human understanding above all else.

A user commented, “Sad, this is how business hilouses starts behaving when they become the market leader. We understand there are rules and procedures but at time of such personal loss IndiGo (InterGlobe Aviation Ltd) should have some responsibility and try to accommodate passengers need as far as possible.”

Another user wrote, “They are the worst. Happened with me but thankfully it wasn’t an emergency. They sold me another ticket on the spot. While I cleared security check for the other flight my original flight was still at boarding status on the display!! Never flew again with indigo.”