[Resolved] Indigo Airlines — flight cancelled but airline refuses to accommodate in alternate flights

Sanjayskytec

from Titlagarh, Odisha

Feb 17, 2018

Address: New Delhi, Delhi, 110058

Website: INDEGO AIRLINE

I had booked three tickets under two different bookings using make my trip.com website

1. Pgtyka sanjay thapar & sangeeta thapar flight 6e-672 etd pune 23.30 for delhi

2.. H8gd4v ms ankita thapar flight 6e-672 etd pune 23.30 for delhi

I received the message that flight is cancelled for operational reasons. I was not able to find an alternate on idgo website as it was not connecting. I went to the airport requested them to book us on alternate flights today or tomorrow morning. They regretted our request and were offering flight on monday the 19 february 2018. I told them the urgency as my daughter is scheduled to depart on an international flight to london from delhi. Tickets were available on their flights on sunday and other airlines but they refused to help. We were told they cannot help. I had to but tickets on spicejet paying rs 49, 170

This is highly unprofessional and unexpected from indigo. If my complaint is not addressed appropirately, i will be forced to take it up.

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Mar 22, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Feb 19, 2018

IndiGo Customer Care's response Hi Sanjay,

We sincerely apologise for the inconvenience caused to you due to the cancelled flight 6E-672 from Pune to Delhi on 17th Feburary2018.

After reviewing the matter internally, we would like to inform you that flight 6E-672 was cancelled due to operational reasons.

We know that cancellation of the flight time aren’t a pleasing experience. We do understand the importance of maintaining our flight schedules and assure you best of our efforts to eliminate and minimize the causes of changes. However, our operations depend upon various external factor. When changes happen we give alternate options to our passenger that they can choose a refund or re-booking onto an alternative IndiGo flight at no additional cost as no other IndiGo flight was available at your preference so full refund has been initiated for the reservation.

Kindly visit http://bit.ly/1Xaz2Ul Clause 13.2, for more information in case of cancellation of a flight schedule change.

Further, we have shared your experience with our team on the need for displaying a customer-friendly demeanor at all contact points. It was never our intention to inconvenience you. 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.

Please be rest assured that we try our best to assist our passengers in the best possible manner.

We look forward to serving you on board soon.

Regards,
IndiGo Team