I had done a booking through one of the travel agent for my trip for MAA-DEL vide pnr Y7NFDI for the date 12/09/2010
Due to sudden change in the program I wanted to fly on 11/08/2010 by a flight at 20.00 hrs 6e-282. and the time by that was clicking at 05.55 hrs I tried indigo call centre to change the same as still 5 minutes was there for me to reschedule for the flight because as per indigo policy I can make bookings in my flight only till 2 hrs before, But to my surprise the lady at the call cntre told me that she cant do the reschedule as I book thru the agent and I need to contact the him
I explained to her that there is 5 minutes my agent is not picking and also I have given all the verification I am paying through my card then what is the problem but she (Miss Avneet Kaur) say as per indigo policy she can’t do it. I didn’t understand what kind of policy was that none of the airlines till now in which I have traveled had never said so and also at the same time the clock was ticking. I tried my level best she just refused me she can’t.
Then after some time I called again one mr vinay spoke I explained to him he also said the same then I asked him what is the option he said that try doing it online at the web portal I said in 5 minutes left where will I search a webworld and get the computer he said he cannot do anything as it is a company policy I broke my head with him but he says company policy is policy whether right or wrong we cant help it , he said max he can cancel the ticket and I can claim the refund from the agent I issued.
Now I would like to indigo airlines to tell me how far the policy is correct
Let’s assume I had bought the ticket when I visited say jammu from a agent who I don’t know by paying cash and I belong to chennai and was travelling back Delhi and will not be going to jammu for say next six month,
1st option
Calling the agent he is closed for the day or not picking then I am stuck so I cant reschedule and assuming he pick the phone why will he rescdule the same when he don’t know because how will I pay him.
2nd option
Now as per the advice I cancel the ticket how do I get the refund as I will not be seeing the agent as I will not being going to jammu for the next so many months or may be I will never go again at all (that why we wanted to resdule and save all that head ache)
3rd option as told by u
Go to call centre - I am on the run to the airport or I am outside somehere and there is only 10 minutes left for me to do any modifications (as per airline policy 2 hrs before) and I am not having any acess to the system or I am not able to locate a browsing cnetre u tell me how will I get it done. and if in case I locate one by the time I park my vechile get a seat and do will I have time , u assume yourself or the plociy making authority in that situiation and will u succed .
so from this what I understand is that indigo is not customer frinedly u may have got awards for customer satisfaction or for being in time but from todays experience I think u are not maintained your standards. I have always seen that out of so many airlines I travelindigo is the only airlines on the name of security reasons u always put a customer on hard side and always trouble them . indigo ask so many questions none of the airlines ask like what u ask , because we ourselves tell u the details like date of travel name anf from where to were, still on account of security resaons u harass us
if I have three details I am able to open on net and see the ticket and all other details are there then how are u doing justice by asking so many questions on the phone on reason of security . I am not saying that u should not ask it is ultimate for our benefit but that does not means that u will be so rude harsh or I am sorry to say be so arrogant
see for getting the ticket resdule I had to face so many problems so I will think once agin before flying with you, and abaove all the irony is that I i could get issue a ticket for the flight dep at 20.00 hrs at 18.14 hrs but as per u r call centre and ailines policy it is immposible then how was that happened (i have a proof for the same)
I will like to know what indigo is going to and how are u going to help us in such situation and wether u r policy is correct , I know u have much more experience than us u are in the industry for so many years and u would have taught several hundred times before making a policy but some times it happens that when implemented only we come to know wethere what we taught was really good or bad u would have come across so many such situations .
so u take this has a complaint. RAJESH AGARWAL. rajrom2002@yahoo.com