I recently had the worst travelling expereince with Indigo, that too two times in 10 days timeframe.
I had a travel from Chennai - Trivandrum(6E - 298 Chennai to Kochi and 6E - 315 Kochi to Trivandrum, PNR G5CCJV) on 30th April 2016 for me, my wife and son(infant). When I reached the checkin, they told me that the ticket is not booked for the infant for the second flight. I told I made the booking through Yatra.com and it was a single booking so the infant won’t be missed in the second travel. The official Mr. Emil told me it’s your travel partners fault and I need to take ticket for my son for Rs.1000 if I need to take him for the second flight. I made the payment and made the travel.
Later I called Indigo Customer Care for this matter and they told me it was a mistake from their end and the money was wrongly charged. The money will be refunded through Yatra.com, on 3rd May. But Yatra.com deducted Rs.458 from that money(saying that Rs.300 will be given as eCash and Rs.158 was the discount given at the time of booking) and paid me Rs.452 only. I tried to convey them that this money is no way related to them and their ticket was fully utilised without any cancellation or modification. They were not ready to do anything, and in turn, because of the mistake by Indigo I told Rs.458 and lot of time at the airport.
The second one was even worse. This travel was from Trivandrum to Pune(6E - 408, PNR VBCT7T) on 10th May 2016 and I had an extra weight of 4 kgs. The checkin staff Mrs. Akhila Raj was very unprofessinal and arrogant to me. She was saying I need to pay Rs.1000 extra for the baggage. I told her its for the first time I had this fault so excuse me for that and I am a frequent flyer in Indigo. She told that we don’t have any Frequent Flyer Programme and if I need to take the bag I need to pay the money. Else throw some item out in the Airport and reduce the weight. You need to think this was when I was travelling with an infant and was not given any queue priority for the checkin, when I pointed out that, she told me she is not responsible for providing me any priority.
There was no swipe machine in the counter and she asked me to go to the flight office. In the flight office, the machine was not working. He was claiming my card is not working which I used the previous day, finally I went to the ATM and paid the money to him. Lot of time got wasted and I was able to make the flight only at the final call running to the boarding gate with my baby.
Two worst experiences in 10 days interval, I will never ever make a travel with Indigo again.