Shahzad Alam, a young IAS officer serving as CEO of Mission Yuva in Jammu & Kashmir, was refused boarding by IndiGo Airlines at Srinagar Airport despite arriving on time for his flight to Delhi, where he was scheduled for official work.
Taking to X (formerly Twitter), Alam shared his ordeal:
“#Indigo Disappointed. Reached Srinagar Airport C2 counter at 10:00 AM for an 11:15 AM flight (CCTV can verify). Slow processing kept me at the counter till 10:16 AM. Staff member Waseem Mehraj denied boarding without any empathy or effort. @IndiGo6E Is this how you treat passengers?”
The officer claimed that despite arriving well within the stipulated time and delays being caused by the airline’s own processes, the ground staff showed no flexibility in allowing him to board. He criticized IndiGo for its lack of responsiveness and customer care.
The incident has drawn attention on social media, with many users raising concerns over airline boarding protocols and customer service, particularly when dealing with government officials on duty.
IndiGo responded to the complaint, stating:
“Sir, we appreciate you bringing this to our notice. Rest assured, we are thoroughly investigating the matter and will follow up with you shortly. Thank you for your patience. ~Team IndiGo”
The incident highlights growing frustrations over airline handling of passenger grievances, even involving those on official assignments.
