Indigo Airlines — charging twice for the same ticket

Sir / madam,
I had booked a round trip from bangalore to mumbai (12th jan, 2018) and from mumbai to bangalore (16th jan, 2018), through indigo airlines, booking id reference a8f8hv. I rescheduled my return journey to 15th jan, 2018 by calling indigo customer care. I was told that i would be required to pay additional rs.3, 952/- at the airport. On 12th jan i paid this amount through my sbi credit card at the airport counter manned by ms. Veena. I got an sms from sbi card in my mobile for the payment having been effected.in a few minutes, ms. Veena told me that the transaction has been reversed due to poor connectivity issues and i will have to pay cash. When asked about the sms that i have received from sbi card for the payment made, i was told that the i would get the credit back in my credit card account within seven (7) days. This was the case with many passengers at various check in counters of indigo that day. One particular passenger was so annoyed that he insisted about getting the refund the same day. Ms. Veena later collected all the pos machines from the counters and informed that since there is a connectivity issue all payments have to made in cash. Since i was getting late, i trusted ms. Veena's words and paid the difference amount in cash by withdrawing from the kotak mahindra atm counter. I have been charged extra by this bank for availed their atm facility with other bank atm card. Next i travelled by indigo from bangalore to mumbai on 25th january, 2018. I seized this opportunity to enquire why the credit has not come to my credit card account so far. I was told by the check in counter staff that it is not 7 days as advised by ms. Veena but it will take 7 to 14 workings days. However, if i have still some doubt, then i should approach the indigo assistance counters. At this counter ms. Sruti was totally confused as to what reply should be given to me. Fortunately for her mr. Ashish turned up in the scene. He told me that the airlines portal shows that the payment for my journey from mumbai to bangalore has been made by cash. So i should wait for minimum 14 working days for getting the credit. I agreed to it but i enquired what if i do not get the refund even after 14 working days. At this point he gave a slip on which the no.566772 and the mail id : customer. [protected]@goindigo.in was printed for sharing the feedback. I enquired his name as i could not read the same from his name plate. He wrote his name in block letters with black pen on the reverse of this slip. When enquired as to why ms. Veena had told me that the credit card transaction would be reversed with 7 days, he apologised on behalf of the airline for the wrong information furnished by ms. Veena. I am yet to receive the credit in my credit card. You can check from your records that i am a frequent flyer with indigo. Maybe for the airline rs.3, 952/- is a paltry amount. For a common man like me each rupee counts. I am still waiting for the credit card transaction to be reversed. This is just a narration of an incident that has happened whereby i had to undergo a loss of rs.3, 952/-. This is not a complaint against any particular staff or employee. The point i would like to put across is that why we cannot be sensitive and empathetic towards our customers. After all they have spent their hard earned money for travelling? Why we cannot we put ourselves in the shoes of our customers? Why cannot we bring more customer delight? Regards krishnamurthy