To,

The Director,
Department Of Civil Aviation,
Dubai, U.A.E.
Tel. No: 043455555
Email: dcaa@dcaa.gov.ae
Subject- Complaint against Indigo Airlines, Dubai concerning refund of tickets amounts &
compensation for other losses due to 'denied boarding' to 8 passengers against flight tickets
purchased from Dubai in UAE Dirhams from their travel agent.
Sir,
I had purchased Indigo Airlines tickets for 8 Indian persons who are my employees in a
Construction Company in Mogadishu, Somalia viz:
1- Mahavir
2- Nanu Ram
3- MD Hasilur Rahman
4- MD Fajle Ahmad
5- Mohammad Asraf Alam
6- MD Nazim Shaikh
7- Parwez Alam and
8- Narendar Kumar
from
Sharp Travel & Tourism L.L.C. ,
P.O Box 121754, Dubai-U.A.E.
Tel.04-3584994 Fax.04-3584995
E-mail : hussain@sharptravelsdubai.com
for their Indigo Airlines flight no-6E 21 from Delhi to Dubai departing at 17.05 from Delhi and
arriving at Dubai at 19.25 on 26th April,2015 by paying cash amount of Aed. 7600/- on
20/4/2015 . All the 8 passengers were scheduled to transit through Dubai airport from
Terminal 1 to Terminal 2 and fly onwards to Mogadishu from Dubai by Jubba Airlines flight
3J 707 at 6.30 am on 27th April, 2015 from Terminal 2.
All the 8 passengers come from remote villages in India.All of them are uneducated, skilled
workers ( carpenters, masons,steel fitters ) who didnt even have proper knowledge of Hindi
language.Due this reason, I had requested Hussain Ismail of Sharp Travels before
purchasing their air tickets ,that he should ensure that all my 8 passengers should not face
any harrasment or problems from Indigo Airlines staff at Delhi airport while boarding . I had
requested 'OK to board letter' from Indigo Airlines for these 8 persons for flying from Delhi.
Indigo Airlines conveyed to Sharp Travel that 'OK to board' letters are not required in this
case since the passengers are going to just transit through Dubai airport and their final
destination is Mogadishu, Somalia. I had also conveyed to Sharp Travel that I have been
using Air Arabia , Air india etc. for this sector very conveniently and both the airlines have
been issuing me 'OK to board ' letters for their flights from Mumbai/Delhi/Trivandram since
2011.

Much before I went to purchase the Indigo Airlines tickets ,I had submitted all the necessary
travel documents for the 8 passengers to Sharp Travel by e mail for prior approval from
Indigo Airlines viz:
Passport copies,
' Employment Visa' letter from the Director of Immigration , Somalia,
'OK to board' letter for all the 8 passengers from the Jubba Airlines which was going to fly
them from Dubai to Mogadishu and
'return tickets' from Turkish Airlines for Mogadishu to Delhi and
'return tickets' from Emirates Airlines for Dubai to Delhi .
I am attaching copies of all the above mentioned documents herewith with this e mail for your
quick reference along with the copies of Air Arabia tickets for the same 8 persons ( with 'OK
to board message in the ticket' ) who finally flew to Mogadishu from Mumbai by Air Arabia
airlines on 6th May,2015 using the same set of documents.
Prior to issuing me the flight tickets for the 8 persons ,Sharp Travel told me that they
forwarded all their above mentioned travel documents to:
Indigo Airlines office/Agent in Dubai ( Manager-Mr. Prashant mobile- 0561886638 ) for
their approval.
IGO Airlines Dubai, UAE Sales Office
Address:
Al Rais Travel and Shipping Agencies.
Sales office Mezzanine Floor, Al Rais Shopping Centre ,
Al Mankhool Street, Bur Dubai, P.O. Box 24713, Dubai, UAE.
Phone Number: 00971 4 3557355, (+971 (4) 3557355)
Fax #: 00971 4 3524246
Email: indigo@alrais.ae
IGO Airlines Dubai, UAE Ticketing Office
Address:
Shop no. 4 and 5, Al Ahmadi Building,
Bur Dubai, Dubai, UAE
Phone Number: 00971 4 3274477
Fax No: 00971 4 3274488
Then, as per Hussain Ismails ( from Sharp Travels, Dubai ) claim ,only after getting the
approval from the Indigo Airlines office/Agent in Dubai, Sharp Travels issued me the tickets
for which I paid the full amount of Aed. 7600/- in cash against the ticket for 8 passengers on
20/4/2015.
On the 26th April, all the 8 passengers turned up at the Indigo Airlines check in counter at
14.30 for obtaining their boarding passes. All 8 persons were denied boarding passes by the
Indigo Airlines staff at the check in counter at the Delhi airport . Then I talked to the Sharp
Travels in Dubai about it and he called up the Manager (Mr. Prashant) in Indigo Airlines
office in Dubai to ask him as to why they are denying boarding passes to the 8 passengers
when he himself had gone through all the documents and gave his approval to Hussain

Ismail of Sharp Travels . Finally , Hussain Ismail gave me the mobile number of Prashant
(Indigo Airlines, Dubai) . I also talked to Prashant and requested him to allow my 8
employees to board the flight since he has already gone through all the documents and he
knew that everything was in order for all the 8 passengers and that they were skilled persons
flying to Mogadishu for employment on proper employment visas issued by the Director of
Immigration of Somalia. Prsahant had himself checked all these documents in Dubai many
days in advance and much before he gave his approval to Sharp travels to issue me the
tickets. Prashant in Dubai and the Indigo Airlines staff at the counter of Indigo airlines in
Delhi gave me all sorts of excuses for not issuing boarding passes to all my 8 passengers.I
also exchanged several SMSs with Mr. Prashant in Dubai requesting him to enable boarding
passes for my 8 passengers.
All the correspondences with Sharp Tarvels and with Indigo Airlines by e mails is there with
me as 'evidence'.I am ready to present it all to you to pursue it with them.Subsequently,
Sharp Travel and indigo Airlines both declined to give me any refund against all tickets for
the 8 persons even though it was them who declined to issue them the boarding passes . I
lost a lot of other money and efforts by way of no show charges and cancellation charges
from the Jubba Airlines for their connecting flight from Dubai to Mogadishu, accommodation
charges for the 8 persons in Delhi, travel expenses for the 8 persons from Delhi to Mumbai
from where the successfully boarded a one way flight from Mumbai to Nairobi by Air Arabia
on 6th of May, 2015 and flew onwards to Mogadishu from Nairobi. Air Arabia airlines issued '
OK to board letters' to all the 8 persons to avoid any problems at Mumbai airport. From
Nairobi they all flew to Mogadishu by a connecting flight .Normally, all Airlines compensate
their passengers if they deny them boarding passes. In this case , I have strong doubts that
Indigo Airlines had 'overbooked' their flight on that date and hence found many reasons to
deny boarding to my 8 passengers, to enable them to accommodate other passengers on
that flight and also eat our money by unfair means.Even Hussain Ismail of Sharp Travels
told me the same thing about over booking of flights by Indigo Airlines.
Please help me in getting refund of amounts against all the tickets from Indigo Airlines and
also help me recover all my other expenses which I incurred on cancellation charges,
accommodation in Delhi and Mumbai , travel expenses for 8 persons from Delhi to
Mumbai ,compensation for 'lost wages' etc. amounting to about UAE Aed. 24000/- (UAE
Dirhams twenty four thousand only ) . I also request you to 'penalise' Indigo Airlines for
carrying out such 'unethical business practices'.
Since ,2011, I have been flying many such passengers regularly from Delhi/Mumbai to
Mogadishu , Somalia to work on my construction projects there. I have never faced such a
situation from all the other airlines which I have been using for flying my employees on the
same sector to Mogadishu and all my employees have been presenting the same set of
documents to the airlines and the immigration authorities at Delhi/Mumbai airports. This fact
was clearly explained to Hussain Ismail of Sharp Travel by e mails from me when they
showed interest in getting this business from me. I have all the evidences with me which I am
prepared to submit to you whenever you tell me to.
I am forwarding you some of the e mails exchanged between Indigo Airlines,Sharp Travels
and myself concerning this matter so that you can understand the whole truth.
I feel cheated and harassed by Indigo Airlines.

I was told by my lawyer in India that since I had purchased these tickets in UAE Dirhams
from Dubai, I have to file my complaint with your office in Dubai.
Earlier,I had filed this complaint with the Consumer Protection Division, Department of
Economic Development, Dubai they advised me to file this complaint with your office.
At present I am travelling and hope to return back to Dubai by 15 th of August.
Please help me !
Thanks and regards,
Yours sincerely,
Omar Farook Khan,
UAE resident
Dubai-0505504549
e mail- ofkdubai@gmail.com