Dear Customer Relations Manager,

I am deeply saddened to see how customer relationships are maintained at Indigo airlines. I am a frequent traveler and have always been all praises for Indigo airlines till now. I have briefed my complain below –

1. On 22nd August I booked PNR no’s - MLM4AG, XL11LH, BL95DD, DLCKAF, JKVCAH, NKS6DF totaling to an amount of Rs 1,13,016. I tried to book another flight for 4 passangers but my card was showing some debits twice through Indigo and the process was unable to get through since Indigo finance deppt wasn’t available. So a booking was made on hold NL5PDH until the funds charged at Indigo airlines twice were refunded into my account. Your representative Mr. Jitendra from the call centre told me it will take 24 - 48 hours for the finance deppt to look into the same. So I asked him to hold the booking until Indigo would get back to me as my credit card funds were exhausted due to duplicate charges initiated.

2. On 28th I got a call from your finance department that no such funds have been charged ($ 636) or claimed by Indigo so I could go ahead with my booking. I called to speak to Mr Jitendra on 01244973860 your representative told me they cannot connect the lines or forward a call. When I requested to speak to a senior and explain the scenario they said unfortunately they cannot make me speak to a senior first they will hear the recorded line and only then revert within 24 – 48 hours. I was quite disgruntled by the senior managements outlook towards customer care but had no option since they refused to come on line.

3. The same day Mr Jitendra called back saying he has my reservation on hold but on 28th Aug your lines for IVR or net banking was down so they can’t take the payment and there’s no worry we can generate the payment tomorrow. At this point of time I was ready to make the payment immediately and ticket the same.

4. On 29th in the evening I was travelling and my phone ran out of battery. I called your customer service number 01244973860 from 01141668885 / 4 a lady answered I told her id like to speak to Mr Jitendra I was put on hold at first she told me it isn’t possible and then the phone was disconnected by them. Anyways I charged my phone in an emergency and got it in working condition. I received no calls from your call centre but kept trying and didn’t get through to the concerned person and gave up late in the night.

5. On 30th I called the customer care again asking for Jitendra heard the same story that we can’t connect you etc etc. I explained the full scenario yet again and then after persuasion the called Jitendra on line and he said so sorry your hold ticket got automatically cancelled. At this point of time I’d like to know why if my phone wasn’t reachable a mail was dropped to me that we are having to cancel the hold as we are unable to contact you? Why was I expected to call the call sentre wasn’t it the responsibility of Indigo to get back to me? Anyways today I booked the flights don’t know why I didn’t go with any other airlines who will not disappoint me with their poor service. I also paid a sum of Rs 4000 extra against what was promised to during my conversation with the call centre a copy of the hold and confirmed ticket is attached along.

My questions are –

a. This isn’t fair for a customer who’s given you over a lakh of business in a span of 1 week and will be ever increasing as we are a corporate.
b. It’s not the customers fault your IVR wasn’t working.
c. How can your call centre senior management be so callous and say well get back to you in 24 – 48 hours to which no one has got back till now. On the other hand if a customer’s phone is not reachable for just a couple of hours you cannot wait or inform via e mail but the customer should wait 24 – 48 hours.
d. Why should the customer be expected to call when it’s the duty of the call centre to get back to the customer.
e. Lastly this doesn’t speak very highly of the customer service standards. It’s not only about the money being overcharged but also the agony of making repeated calls and waiting for your finance deppt to get back or my booking would have been done on the 22nd itself.

I suggest please stick to your word and charge me the amount that was promised by your own employees for no fault of mine I have been overcharged when I was even trying to call and give an alternate no when my phone wasn’t reachable. The call can be traced and checked with the no given above. Hope I will get a positive response and Indigo will not let me down.

Regards,

Anaheeta Singh
Trainer North & Boutique Manager I Salon I
ITC Maurya Hotel I Diplomatic Enclave I New Delhi - 110 021 I Tel +91 11 4166 8884/85
Date: Wed, 29 Aug 2012 20:42:20 +0530
From: reservations@goindigo.in
To: anaheeta_mehra@hotmail.com
Subject: Your IndiGo Itinerary - TNBVEB

INTERGLOBE AVIATION LTD.(INDIGO), Global Business Park, Gurgaon, Haryana, India.

Booking Reference: Status: Date of Booking:
TNBVEB CONFIRMED 29Aug12



IndiGo Passenger(s)

1 . Mr Akshay Mehra 2 . Mr Deepak Oberoi

3 . Mrs Divya Oberoi 4 . Mrs Uma Oberoi



IndiGo Flight(s)
Flight Date From To Departs Arrives

6E437 29Sep12 Chandigarh (IXC) Goa (GOI) 10 : 15 AM 2 : 45 PM


6E438 04Oct12 Goa (GOI) Chandigarh (IXC) 3 : 15 PM 7 : 05 PM



Price Summary Contact Information

Base Fare IN 15 , 256 . 00
Passenger Service Fee IN 1 , 864 . 00
Airline Fuel Charge IN 26 , 000 . 00
Transaction Charge IN 1 , 200 . 00
Service Tax IN 2 , 104 . 00
Total Price IN 46 , 424 .00
Transaction Fee IN 2 , 475 . 36
Total Payment IN 48 , 899 . 36

I G T CALL CENTER

anaheeta_mehra@hotmail.com


From: reservations@goIndiGo.in
To: anaheeta_mehra@hotmail.com
Subject: Your IndiGo Itinerary - HL9LAD
Date: Mon, 27 Aug 2012 10:46:15 +0530
INTERGLOBE AVIATION LTD.(INDIGO), Global Business Park, Gurgaon, Haryana, India.

Booking Reference: Status: Date of Booking:
HL9LAD HOLD 26Aug2012



IndiGo Passenger(s)

1 . Mr Akshay Mehra 2 . Mr Deepak Oberoi

3 . Mrs Divya Oberoi 4 . Mrs Uma Oberoi



IndiGo Flights

Flight Date From To Depart Arrive Seat #


6E437 29Sep2012 Chandigarh (IXC) Goa (GOI) 10 : 15 AM 2 : 15 PM

6E438 04Oct2012 Goa (GOI) Chandigarh (IXC) 2 : 45 PM 6 : 50 PM



Price Summary Contact Information

Base Fare INR 12 , 456 .00

Passenger Service Fee INR 1 , 864 .00

Airline Fuel Charge INR 26 , 000 .00

Transaction Charge INR 1 , 200 .00

Service Tax INR 1 , 964 .00

Total Price INR 43 , 484 .00
IndiGo Payment INR 43 , 484 .00
AKSHAY MEHRA


anaheeta_mehra@hotmail.com