Srinagar: Shahzad Alam, a young IAS officer currently posted as CEO, Mission Yuva, Jammu & Kashmir, has filed a complaint against IndiGo Airlines after being denied boarding for a flight from Srinagar to Delhi, where he was headed on an official assignment.
In a post on X (formerly Twitter), Alam expressed his frustration: “#Indigo Disappointed. Reached Srinagar Airport C2 counter at 10:00 AM for 11:15 AM flight (CCTV can confirm). Due to slow processing, I was at the counter by 10:16. Staff Waseem Mehraj denied boarding without empathy or effort. @IndiGo6E Is this how you treat your passengers?”
#Indigo Disappointed. Reached Srinagar Airport C2 counter at 10:00 AM for 11:15 AM flight (CCTV can confirm). Due to slow processing, I was at the counter by 10:16. Staff Waseem Mehraj denied boarding without empathy or effort. @IndiGo6E Is this how you treat your passengers?
— Shahzad Alam IAS (@Shahzad_2702) April 20, 2025
The officer alleged that despite arriving within time and delays at the counter being beyond his control, the airline staff refused to allow him to board. He called out lack of empathy and responsiveness from IndiGo ground personnel.
The incident has sparked reactions online, with many questioning airline boarding policies and customer service standards, especially concerning government officials on duty.
IndiGo has also responded to the complaint and wrote on social media:, “Sir, we appreciate you taking the time to speak with us. Please be assured that we are looking into the matter closely and will reconnect with you at your convenience after a diligent investigation. Thank you for your patience and understanding. ~Team IndiGo”
