I was working with Ms Lalita and she helped me to upgrade my booking from economy to premium economy. She sent me a link and I used it to pay and it worked fine. Then I asked her to make another booking on the same flight and she followed the same procedure. She however refused to send me the ticket details in written form. This time the website got stuck and produced an error. Rs 7217 were debited from my account and did not appear on the airline side. So I got stuck, having paid 7217, not having a record of the itinerary and trip details and did not know what to do further. She now became hesitant to help when help was really needed and she started telling me to "call back after a while" and "send a mail and our team will get back to you." She clearly started acting as if she had no further responsibility and seemed perfectly comfortable leaving a customer in this situation. I insisted that she solve the problem so she then transferred me to Rohit. Rohit asked me a few questions and then he hung up on me. Hopefully by mistake. This is a painfully inefficient experience for something quite simple. It was after all just a booking. I have no idea what is happening now. I will avoid Vistara at all costs from now and I only gave it a try this once to see perhaps if it was maybe better than IndiGo. This is NOT India’s best airline.