[Resolved] Indigo Airlines — rescheduling the flight many times

[Resolved] Indigo Airlines — rescheduling the flight many times

R rak1116 from Mangalore, Karnataka Jan 23, 2018

Dear sir / madam I booked two tickets well in advance pnr ybnwfp in flt 6e 904 from lucknow to banglore (Non stop) for 20/01/2018 flight departing at 10.00 am and reaching banglore at 12.35 pm to attend an important family function but flt was rescheduled many times i. E. From 10.00/12.35 to 08.25/11.25 hrs again 9.50/12.35 in flt 6e 226, again rescheduled at 8.45/11.20 hrs again 11.00/15.45 in flt 6e 423 & once again rescheduled on a new time 10.50/15.45 hrs with one stop at delhi means the duration of journey was increased by 200% compelling me to board because of no option, & in this way i missed the function & face embracement. As a diabetic i was compelled to spend rs. 600/- on food etc. During flt. I ask you to pay my food bill + rs 5000/- per ticket as token compensation at the earliest otherwise i will go to court for not rendering the services promised by you. Rakesh bhatnagar Was this information helpful? No (0) Yes (0)
Mar 13, 2018 Complaint marked as Resolved Verified Support Feb 10, 2018 IndiGo Customer Care's response Hi Rakesh, We sincerely regret the inconvenience caused to you due to changes in the flight time. We know that changes in 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. If an IndiGo flight is cancelled, rescheduled to depart more than an hour prior to the original time of departure or delayed by more than two hours (depending on the length of the journey), a Customer shall have to right to choose a refund or re-booking onto an alternative IndiGo flight at no additional cost (subject to availability). Kindly visit http://bit.ly/1Xaz2Ul Clause 13.2, for more information. As checked, you had opted for flight move option. Hence, we are unable to accept your request for any compensation in this regard and highly appreciate your understanding of our policies in such situations and see this matter in the right spirit. Regards, IndiGo Team
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Comments

rak1116

from Mangalore, Karnataka

Feb 10, 2018

Thanks for reply, I have read your policy & understand that rescheduling of flight can be done but in unavoidable circumstances, Please let me know how many times rescheduling can be done ? A customer who has booked flight is not supposed to look after your massages & IVRS phone calls each & every day. What option is left with a customer as only you flatly say cancel the ticket without any charge but will it solve the customer's problem it means, are you not asking to bought same tickets at higher rates? Your call centre is worthless it cannot give the proper reply .
First time when my flight was rescheduled I opted for flight move but because you repeatedly rescheduled the flight it seems that you were not able to render the services promised.
You are bound to pay me the compensation as asked at an early date.

Regards,
Rakesh Bhatnagar

IndiGo Customer Care's response, Feb 15, 2018

Verified Support

Hi Rakesh,

At the outset, we sincerely regret the experience you had and would like to state that IndiGo at any time after a Booking, we may change our schedules and/or cancel, terminate, divert, postpone, reschedule or delay any flight where we reasonably consider this to be justified by circumstances beyond our control, or for reasons of safety, or for commercial reasons.

If an IndiGo flight is cancelled, rescheduled to depart more than an hour prior to the original time of departure or delayed by more than two hours (depending on the length of the journey), a Customer shall have to right to choose a refund; or a credit for future travel on IndiGo; or re-booking onto an alternative IndiGo flight at no additional cost (subject to availability). As checked, your flight departure was preponed by more than an hour and as per our policy, our team offered you the option to move the flight or opt for full refund as per your preference, where the flight move option was rightfully accepted by you.

We understand the flight schedule was further affected and in order to assist you our team provided you the alternative options. As per our investigation, the flight move option was accepted by you and the travel has been commenced successfully.

However, we will have to respectfully decline your request for any compensation in this regard and are hopeful that you will understand the need for our policies and see this matter in the right spirit.

Regards,
IndiGo Team