[Resolved] Indigo Airlines — flight cancellations and cheated and forced accommodation in cheap hotel

Sabrina Yesmin

from Lala, Assam

Feb 13, 2018

Address: Kolkata, West Bengal

I was travelling from Bangkok to Guwahati via Kolkata on 8th Feb 2018, when I landed in Kolkata I was informed that my flight to Guwahati is cancelled and that I along with my family of 6 people will be accommodated only on a afternoon flight next day ( I had to miss work) .Then the customer coordinator Mr. Abhishek at Kolkata airport showed us photograph of Hotel majestic suites and said we will be accommodated there for the night but when we checked into the hotel we ( we had children with us) were taken by a backdoor to a filthy service apartment and forced to stay there.All our pleas wee given deaf ears.

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Apr 1, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Feb 15, 2018

IndiGo Customer Care's response Hi Sabrina,

At the outset, we apologize for the inconvenience caused to you during your travel with us. We are getting this investigated from our end and will get back to you with an update. Please be rest assured that a stern feedback will be shared with the concerned team to avoid any future recurrences.

Regards,
IndiGo Team

Verified Support

Mar 01, 2018

IndiGo Customer Care's response Hi Sabrina,

We were concerned to note your experience during your journey with us from Bangkok to Guwahati on 8th February 2018. We have investigated the matter and would like to summarize our findings for you.

As checked, our staff provided you that accommodation as last option, due to unavailability of the rooms at preferred accommodations. It was never our intention to inconvenience you. Further, we have viewed the entire incident and we do realize that there is a scope for improvement and our staff could have handled the situation in a more sensitive manner. Therefore, we have taken steps to ensure that they remain extremely attentive and responsible while performing their duties. We'd like to add that whenever complaints from our passengers such as you are received, stern internal action is initiated on the enhancement of our services. This may range from briefing the concerned staff to putting them under strict supervision.

We have also re-examined the facilities and procedures that we have in place in case of incidents such as the one you experienced and shall take your feedback to ensure non- occurrence and better experience to our passengers. Please be rest assured that we try our best to assist our passengers in the best possible manner.

We look forward to serving you better on your next travel with us soon.

Regards,
IndiGo Team