[Resolved] Indigo Airlines — repeated flight cancellation

rsjeshngp

from Nagpur, Maharashtra

Feb 24, 2018

Address: Gurgaon, Haryana

Website: Hinduvo.in

Dear sir/madam,
I am a regular traveller by your airline since the time of its launch.
Off late i am the victim of repeated flight cancellation from your side due to which my travel plans have been affected quite badly.
On 17.01.2018 i had booked from nag to blr and onwards to trv. But at the last moment i got intimation that flight was cancelled and hence i opted for refund.
Again i booked for travel from nag to trv on 23.2.2018. Once again i was intimated that flight was cancelled and indigo unilaterally booked me on alternative flight via indore delhi to trv. On calling the helpline they didn't bother telling me that another option was available via blr to trv. By the time i learnt of the same it was too late to travel. I was forced to cancel and thereby incurred a loss.
This does not reflect well on a professional airline and it seems you don't care for the customer. Your call center people too are rude and unhelpful.
Kindly remedy the situation please.

Pnr are iiucxh and jfzq9d

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Mar 30, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Feb 26, 2018

IndiGo Customer Care's response Hi Rajesh,

We understand how you feel. We regret the experience you had with us.

As checked, since the flight departure was cancelled due to bad weather conditions, our team offered you the option to move the flight or opt for full refund as per your preference, which we understand was well accepted by you and you chose full refund.

Further, it was really unfortunate that your new flight was also affected due to which our team offered you to opt for either full refund or moving your flight again. As per our investigation, we found that you moved the flight. However, our staff went beyond their prescribed call of duty and purely as a customer service gesture free move to 16:35 hour flight offered to you. Nevertheless, we believe this could have been handled in better manner. 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.
For more information, please go through clause 13. 1 & 13.2 on our website: http://bit.ly/1Xaz2Ul

We assure you of our constant endeavor to provide a hassle-free experience to our esteemed passengers.

We look forward to serving you on board once again.

Regards,
IndiGo Team