Indigo is supposed to be the fastest growing airline in India and the best domestic carrier in the country with regards to service. And so I thought this far. I have booked each and every flight me and my family have been on with Indigo ever since Kingfisher shut down.
Directly from their website, without looking for cheapest fares or anything. I have been happy so far with trouble free traveling. But only when you encounter an unexpected situation do you realize how good a company’s service is. And today I realize that Indigo is not worth any of their claims of extraordinary customer service.
My fiance could not take her morning flight due to a medical concern involving her father.
After three hours of trying to track down a SINGLE person with the authority to accommodate her across the call center offices, the Gurgaon corporate headquarters, the Bangalore airport office, etc. this is the final response I have from Indigo –
1.We will not adjust her on any flight even if seats are available without a fresh paid-for booking. You need to book a new ticket and pay the extra amount since last minute fares are high (that is more than twice the normal fare)
2.For doing this for you, we are going to charge you Rs. 1900 for “readjustment” OVER AND ABOVE the new fare
3.We are not going to discount even the base fare even though we know that you have booked over a dozen flights in the past few months and are booked for future months with us
4.We cannot make any special adjustment even though this was a medical emergency of a close family member and this is because you “did not inform us 2 hours in advance” about an EMERGENCY!
So basically, Indigo is going to stick to their policies like a gospel and never compensate for any issues on the passenger’s end. No matter how long your relationship with the airline. No matter what the reasons. No matter the future loss of a whole family of customers. Today’s money is what matters to Indigo.
When Indigo gets a chance to extort money out of you, they will. They will charge you 1900 for doing this, let alone helping you out in a sticky situation. And they are going to take 3 hours of calling 10 people across their offices to accomplish this. Some of whom do not understand basic English.
Being on time is a wonderful thing.
Indigo is not.