[Resolved]  Indigo Airlines — Airline Fuel Surcharge : A New tool to fool consumers

Indigo has changed Fuel Surcharge on one particular flight and not ready to give any information about how they calculate this Fuel Surcharge.

The only one line response I am getting is that Fuel Surcharge is airline imposed and can be updated without any notice as per agreed terms and conditions of carriage.Earlier they use to play only with fares but now they involved things like Fuel Surcharge. Below is the copy of whole correspondense. They are really unethical people.


Dear Mr. Kashyap,

Thank you for your mail.

We would like to clarify that the Fuel Surcharge is airline imposed and can be updated without any notice as per agreed terms and conditions of carriage.

Trust this clarifies.

Sincere Regards,

Mohit Arora
Customer Relations
Interglobe Aviation Limited ("IndiGo")
Tower C, 3rd floor, Global Business Park
Mehrauli Gurgaon Road
Gurgaon - 122002, Haryana
Fax:[protected]
Web:- www.goindigo.in


-----Original Message-----
From: Ankita.[protected]@outokumpu.com [mailto:Ankita.[protected]@outokumpu.com]
Sent: Monday, July 13, 2009 5:26 PM
To: IndiGo Customer Relations
Cc: Yatinder.[protected]@outokumpu.com; [protected]@consumercomplaints.com; lalatendu.[protected]@hindustantimes.com
Subject: RE: Indigo Fuel Surcharge PNR I3B8DS


Hello Mr. Mohit,

I am really surprised to receive your reply.
As we understand you may change you base fare anytime and based on the base
fare you charge Taxes & fuel surcharge etc.
Anyway, when did you reduced your fuel surcharge and is there any circular
in media about the same.
Has Airport Economic Regulatory Authority (AERA) acknowledged the same?

I don't find any fare difference between any other airline ticket booked on
08.07.09 and today.

If you are not able to refund our money atleast under right of information
act we have full right to know that How there can be a difference of Rs.
1000 in Fuel Surcharge, when basic fare is same?
Please explain the calculation of FUEL SURCHARGE?

Regards
Ankita  Kashyap
Marketing Support Manager

Outokumpu India Private Limited



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Dear Mr. Kashyap,

Thank you for your mail.

With regards to your mail, we would like to clarify that the  Fare, taxes
and Surcharges are subject to change . Further all our ticket prices are
dynamic in nature and hence may be increased or reduced by the airline at
any point of time ( the same is mentioned in our terms and conditions
–www.goindigo.in ).  However, once purchased we cannot charge the customer
extra nor refund the difference.   In the last  three months all airlines
have reduced the fuel surcharge, however, once the ticket is sold at a
cost the same is not refunded .  Had the surcharge increased, we would
have still honored your ticket and would not charge you the difference .
Customers may choose to cancel their tickets by paying cancellation charges
and purchase new ticket at the new cost .

I do understand that you are not in agreement with the above mentioned
practice , however this is applicable to all products and services in any
industry .  Prices of products generally increase with passage of  time  as
you have correctly mentioned in your email - “ first come first serve
basis”, however due to different market dynamics product prices may also
reduce future . Most common example is the pricing of electronics – the
prices reduces with time. Reduction in fuel surcharge is one of them .

While understand your concern, yet we respectfully decline your request for
refund of fuel surcharge difference amount .   Sir,   you are a valued
customer of IndiGo and we respect your feedback and we hope you will
continue to use IndiGo services.


Sincere Regards,

Mohit Arora
Customer Relations
Interglobe Aviation Limited ("IndiGo")
Tower C, 3rd floor, Global Business Park
Mehrauli Gurgaon Road
Gurgaon - 122002, Haryana
Fax:[protected]
Web:- www.goindigo.in


-----Original Message-----
From: Ankita.[protected]@outokumpu.com [mailto:Ankita.[protected]@outokumpu.com]
Sent: Monday, July 13, 2009 1:24 PM
To: customer.[protected]@goindigo.com; IndiGo Customer Relations
Cc: Yatinder.[protected]@outokumpu.com
Subject: Indigo Fuel Surcharge PNR I3B8DS



Hello,

Kindly refer to the PNR # I3B8DS booked for15th of July 09  Delhi -
Vadodra. The booking was made on 08/07/09.
I have booked two tickets @ 4589.66 each, where basic fare was Rs. 1000 and
Fuel Surcharge of Rs. 3100 plus other taxes.

Now, when today I am checking the same flight I am getting a ticket @3640
where base fare of Rs. 1000/-  and Fuel Surcharge is Rs. 2150/-.
How there can be a difference of Rs. 1000 in Fuel Surcharge, when basic
fare is same?We would like to understand the calculation of FUEL SURCHARGE?

When I called the customer care they told are not able to explain anything
and when i asked to speak with some senior executive they put me on hold
for 15 & 12 minutes then disconnected.
Please be fare...
We would request you to kindly refund Rs. 2000 in our account ASAP.

Regards
Ankita