| Name of Complainant | |
| Date of Complaint | January 26, 2024 |
| Name(s) of companies complained against | IndiGo |
| Category of complaint | Airlines |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Subject: Unacceptable Experience with Indigo Airlines: Flight Cancellations and Poor Customer Service
Dear Team,
I am writing to express my extreme dissatisfaction with the recent experience I had with Indigo Airlines, specifically regarding my flights from Mumbai to Gorakhpur on the 25th and 26th of [Month, Year].
On the 25th, I received a last-minute notification via SMS and email informing me of the cancellation of my flight without any prior phone call, causing significant inconvenience. Understandably, such situations can occur, and I promptly contacted customer care to reschedule my flight for the 26th.
To my dismay, the rescheduled flight for the 26th was also cancelled, exacerbating the already frustrating situation. Thus began my ordeal with Indigo’s customer support.
Despite multiple calls and extensive wait times, I was met with incompetence and lack of assistance. My first call, lasting 48 minutes, resulted in a promise from a senior representative named Harshdeep Kaur to explore alternate flight options and call me back, which never materialized.
Subsequent calls, including one where I was abruptly disconnected after 40+ minutes of hold time, only added to my frustration. It took over an hour on another call to convey my situation to a representative named Om Namdev, who eventually informed me that the only available option was a flight to Lucknow, not Gorakhpur.
Moreover, I was not informed about the potential charges for rescheduling in the future, which was an additional inconvenience.
Following the call, upon further investigation, it became evident that there were indeed available flights to Gorakhpur on the 26th and 27th, contradicting the information provided by Indigo support. Despite this discovery, my attempts to rectify the situation with Indigo were met with refusal to accommodate my needs.
This entire experience was not only traumatic but also resulted in unnecessary stress and inconvenience, especially considering the importance of the occasion—my sister’s wedding—which necessitated my timely arrival.
As a loyal customer of Indigo Airlines, I am deeply disappointed by the lack of professionalism, misinformation, and inadequate support provided during this ordeal. I urge you to investigate this matter thoroughly and take appropriate actions to prevent such occurrences in the future.
Furthermore, I request compensation for the undue hardship endured as a result of Indigo’s negligence, including the additional travel expenses incurred due to the enforced change of destination.
I hope for a prompt and satisfactory resolution to this matter.
Sincerely,
Varnika
