IndiGo Airline — Surplus cancellation Charges

Address: Bangalore, Karnataka

This mail is regarding PNR no : Q8M96G . Flight Details: Name Flight/Seat # 1 . Mrs Mahmoodah Nazir 2 . Ms Neelofar Jan I cancelled the above ticket yeserday from indido's official website. It was clearly stated that the cancellation charges would be Rs 1500 + Rs 200 as processing fee per passenger(Total Rs 3400 for both passengers). As I did the cancelllation, the actual amount deducted was Rs. 5946.Please find below as well as attached the cancel charges break up by the airlines: Cancel Change Fees 5, 046.00 INR Tax 250.00 Refund Processing Fee 400.00 Convenience Fee 250.00 INR Total Price 5, 946.00 INR As this was the clear cheating by the said airline which claims to have a high reputation, I called their customer service to address my grievance. After much consultation, the service guy told me that the ticket comes under "special fare" scheme for which cancellation charges are more. For a question as to why it was not mentioned while I did the cancellation, he said we put only general info not specific. Also I was told that at the time of booking it was POPPED UP to me that the ticket is a "special fare" ticket. For that I again asked why then it was not POPPED UP at the time of cancellation that the ticket was a "special fare" one. There are clear guidelines by the DGCA about the cancellation policy as following: The airlines should indicate in an unambiguous manner the amount of refund of money admissible on cancellation of a ticket. For this purpose, the amount and its break-up may be indicated on the ticket itself or through separate form used for the purpose, and the policy and amount of refund shall also be displayed by the airlines on their respective websites.(CIVIL AVIATION REQUIREMENTS SECTION 3 – AIR TRANSPORT SERIES ‘M’, PART II Section 3 (g) ) In my case, nothing as such was mentioned in the ticket. And the website only displayed the general cancellation rules. Please find attached the Image(Image3) of what Indigo website showed when I opted for the cancellation. It is clearly mentioned, Rs 1500 would be deducted for cancellation. I have raised the same complaint with Indigo with more documents.