Indigo Airlines — Wrong Rescheduling of Flights

Address: Gurgaon, Haryana, 122002

Website: www.goindigo.in

This is reference to my multiple calls and emails to your customer service team since 28th Dec 2016 where every-time I was promised Indigo team would come back to me but that never happened and finally I am raising preliminary notice of complaint which if not actioned in one week would be followed by complaint with Department of Consumer Affairs, Ministry of Consumer Affairs, Government of India under The Consumer Protection Act, 1986.

I first booked DEL – GOA return journey on 4thJuly 2016 with below details

6E329 / 1005 HRS / 8TH OCT 2016
6E332/ 1355 HRS / 11TH OCT 2016

And then due to somer reason, I had to revised the journey and called Indigo Customer Service Rep wherein I confirmed to change the dates only to 26thDec 2016 departure and 29th Dec 2016 arrival and rest details remain same in terms of flight, passenger etc.……………………..this can be verified with call recording also………………..and accordingly I paid the rescheduling charges to Indigo.

Finally one day prior before departure grom Goa i.e 28th Dec 2016, I received call from my Taj hotel for confirming drop to Airport informing that my departure flight is mid night flight 6E 5532 at 0115 HRS / 29thDec 2016 which completely surprised me as I was enjoying the vacations with family away from the hotel at that time.

So I called Indigo Customer Service Rep immdiately around 8 pm on 28th Dec to reconfirm the departure flight and they informed depature flight is indeed mid night flight 6E 5532 at 0115 HRS / 29th Dec 2016 so I informed them there is some communicaiton gap as I asked for change of dates only with same flight so pl reschedule my flight for 1355 hrs departure but customer service rep informed me this is not possible unless I pay rescheudle charge of INR 14700 approx. which I refused so customer service rep told that they would retrive the call recording of rescheduling of flights betweem me and customer service team and if Indigo made an mistake they they would refund the whole journey amount and in mean time I can continue on midnight flight ……………………………based on this assurance and since there was no option, I rushed back to hotel and hurriedly packed my stuff with family member who were quite disappointed to leave mid way of the vacations at 9 pm and moved to airport to catch mid night flight at 0115 hrs.

After that I have called Indigo customer service multiple time to hear my call recording of reschedule of flight but every time I was asked to wait and finally two days back I was told that since I had taken the flight …………….refund is not possible and they did not even offered me call recording of rescheduling.

This response has really upset me as Indigo promised to first hear call recording of the the rescdueling of flights then would return my journey fare if Indigo made an mistake based on which I boarded the flight ………………………..this going back on their commitment is complete loss of trust, faith and paramount to cheating the consumer.

Pl invertage and revert asap.