Day 30th June 2014 - Last day to avail the Indigo promotional offer of booking tickets between 1 Sept 2014 till some date.I did two bookings for me and my wife and by mistake whether me or system, the departure time got messed up:
- Wife
PNR: OZSSPB - Chennai - Pune for 5th Sept 2014 Depart 9:55PM Arrive 11:30PM
- MySelf
PNR: Y82RNZ - Chennai - Pune for 5th Sept 2014 Depart 8:35AM Arrive 10:30AM
I am a regular Indigo customer for more than five years and felt Indigo would help me in getting this corrected. I tried calling them immediately but the lines were busy for more than half an hour and since its not a toll free number, I ended up spending quite some amount on my mobile bill.This wouldn’t have happened but phone lines were busy, mobile app was not working and web pages had changes and it was now throwing error since alternate number was now made mandatory. I don’t know whats the logic behind this and wonder if it was realistic for each of the passenger to provide "valid" alternate number. Anyways . . .
Since the page threw an error, my previously made selection of flight timing 9:55PM got reset to 8:35AM radio button selection. Some junk software engineer might have written this logic and some other junk software tester would have tested this functionality and never noticed that there is a flaw. Actually if error is thrown, previous selected options should hold good.I completed the transaction since it was the last day rush to do the bookings and later realized that flight timings of me and my wife are not the same.I however, tried calling indigo but the lines were busy and called up the next day again only to hear that there would be Rs 1500 cancellation charges applicable to make any flight timing changes.My return ticket cost me around Rs 3K plus something and these they are asking me Rs 1500 for making the changes WHICH IS GREATER THAN MY ONE WAY TICKET FARE.
WHAT A CUSTOMER EXPERIENCE. Point to note, I am just asking them to correct the mistake which is either mine or their system by just adjusting the flight timings on the same day so that me and my wife can travel together. I was OK even if they had given me morning flight for both of us or evening flight for both of us. But they did not considered this small change. More over, there was no fare difference since the booking was too early.almost 2 months ahead . . .
I feel pity about Indigo and if this is the customer experience they are going to provide in the already sluggish aviation industry, I am afraid, they will have to keep these campaigns running in order to attract the customers.
Someone please explain to these guys, what better customer service is and why it is important in order to have a sustaining, profitable, trustworthy business.
If you buy a pair of shoes and not happy with it even after using it, you get money back. If you buy a pair of shoe and immediately if there is a discount in the following week, you get the discount benefit.
Please come out of this Indian mentality and see how customers are treated in UK