Indigo Airlines — Severe flight delay/cancellation/refund not processed due to del staff negligence

Address: 122002

Website: www.goindigo.in

We both booked a flight to travel from goi-ixc for december 7, 2016 and routing was goi-del-ixc at 1:15/3:30 connected with 6:15/7:15 arrival in ixc. After landing in ixc, we were advised at 5 am that flight will depart at 8:15 am. At 9 am, new departure time of 11am was given and actual boarding was announced at 11:30 am followed by all passengers boarding the flight. Pilot advised us at 1pm that flight has been cancelled and that we are returning back to delhi arrivals hall. On arrival, it seems like "top magmt" was posted to recieved and process passengers with two options 1. Accept bus transportation to ixc to be departing once all willing to travel by bus are collected at one point followed by processing of their bookings by an agent
2. Accept refund and navigate our own way to ixc

Important ps: we were the first 2 passengers in the line and accepted ground option assuming it was going to be taxi fare but agent advised that it was going to be a common bus on handing our boarding passes back so we both categorically opted out and requested refund. Since lots of passengers were to get partial refunds, agent handling us (Wearing a badge from indigo with messge "yes i can") reviewed our itinerary and advised that
1. We both endured 12+ hr of delay followed by cancellation
2. As well as indigo unable to neither offer us alternate means to arrive at ixc nor fulfill our request to return us to goi (Our home), he will process our bookings for full refund (To be actually processed by zindigo customer care department with a promise that we will both get a phone call by end of the evening from that team confirming the same as well as refund information).
3. We never recieved any communications from anyone from indigo airlines after hiring and paying for a taxi ride to ixc to date
4. When we contacted indigo today, we are told that our zticket was modified to show just goi-del flight meaning agent initially processed us to be part of bus quota and either forgot or missed to process our tickets for claims.

We kindly urge you to fulfil the full refund promise as given by delhi supervisor since this trip caused us 22 hr of delay, inconvenience, fatigue, stranded at transit point as well as inr 6, 500 we paid for taxi services to get to ixc.

Hoping to hear back from you asap
Dr. Rocky sharma
Dr. Stephen macleod
Ph: [protected]