Dear Mr.Mohamed,

Thank you for writing to us again.

We have thoroughly investigated the case with the Mumbai airport team and we would like to inform you that as per agreed terms and conditions customers shall be solely responsible for obtaining all required and visas and for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or through which they transit. Indigo reserves the right to refuse carriage if the Customer does not comply with these requirements, or their travel documents do not appear to be in order, or who does not permit IndiGo to take and retain copies thereof.

As per our investigation with the Airport team, the passenger was not carrying appropriate documents for travel. As a result our staff informed passenger about requirement of visa and other travel related documents.

Our staff has also offered re-accommodation for the next available flight, which was denied by you.

Thus, no show taxes amounting to INR 1438 have been refunded to the travel agency account used for booking. Purely as a goodwill gesture, we would like to offer you travel voucher worth INR 2113. Please advise us of the travel dates so that we can issue the travel vouchers accordingly.

Thus, we respectfully decline your request in this instance. We hope you will understand the need of our policy and would request you to kindly adhere to the same.




Best Regards




Merwyn Thomas

Customer Relations

InterGlobe Aviation Limited("IndiGo")

Level 5 Tower D Global Business Park

M G Road Gurgaon Haryana 122002 India

F +91-124-4068536

www.goindigo.in



------------------- Original Message -------------------
From: salimaslammohamed@rediffmail.com
Received: 3/27/2014 4:06 PM
To: ; Customer _Relations; customer relations; Indigo Customer Relations
Cc: salimaslammohamed@rediffmail.com
Subject: Re: Complaint # Booking PNR - JY9RTA (CASE REF: CRN-207536-Y2T1B6)


Dear Sagar and Team,

What do you mean that " staff offered me to re-accommodation with applicable charges and fare difference, to save the entire ticket amount from being forfeited which was not accepted by you".

He offered me fare difference charge of RS18000 per ticket, where I had bought 2 tkts for RS24000. Am I fool to accept double of charge as fare difference. Would you have accepted the offer?

I understand your policy but there was no such issue of my visa. Other airlines had accepted that. it is just lack of knowledge and poor customer service of your staff.

Atleast give a refund of one ticket else don't want your two travel vouchers worth INR 2113/-, give it to your staff Savio appreciating for his poor customer service, I will make sure ill do whatever I can to get my refund.

Regards
Salim Mohamed



From: Customer _Relations
Sent: Tue, 25 Mar 2014 14:19:44
To:
Subject: Re: Complaint # Booking PNR - JY9RTA (CASE REF: CRN-207536-Y2T1B6)

Dear Mr. Mohamed,



Greetings from IndiGo!



With regards to your mail, I would like to reiterate that we would not be in a position to refund any further amount under the booking reference JY9RTA, as the applicable no-show taxes for the no-show passengers has already been refunded to the agency account.

Further, I would like inform you that you had reported with visa copy in which the photograph was not clear due to which you were denied boarding. Also, our staff at Mumbai airport advised you to email the fresh copy of the visa; however, you failed to do so.

Moreover, our staff offered re-accommodation with applicable charges and fare difference, to save the entire ticket amount from being forfeited which was not accepted by you.

Thus, we respectfully decline your request. We hope you will understand the need of our policy and would request you to kindly adhere to the same.

However, purely as a goodwill gesture we are happy to offer two travel vouchers worth INR 2113/- with the maximum validity of three months (travel date could be for later period). May we request your acceptance on the travel voucher to enable us to share the voucher details with you.

For further assistance you can contact our call center at +91 9910 383838 or at 0124 6613838 or visit our website www.goindigo.in .

Thank you for taking the time to communicate with us.



Best Regards



Sagar Nagpal

Customer Relations

InterGlobe Aviation Limited("IndiGo")

Level 5 Tower D Global Business Park

M G Road Gurgaon Haryana 122002 India

F +91-124-4068536






From: Customer _Relations
Sent: Sat, 22 Mar 2014 14:53:39
To:
Subject: Re: Complaint # Booking PNR - JY9RTA (CASE REF: CRN-207536-Y2T1B6)

Dear Mr. Mohamed,

Greetings from IndiGo!

With regards to your mail, I tried to contact you on the phone number; however, the call did not go through. Thus, may we request you to send your best contact number along with the convenient time to talk to you between 1000 hours to 1830 hours (IST) for us to assist you further.

For further assistance you can contact our call center at +91 9910 383838 or at 0124 6613838 or visit our website www.goindigo.in .



Thank you for taking the time to communicate with us.



Best Regards



Sagar Nagpal

Customer Relations

InterGlobe Aviation Limited("IndiGo")

Level 5 Tower D Global Business Park

M G Road Gurgaon Haryana 122002 India

F +91-124-4068536

www.goindigo.in
------------------- Original Message -------------------
From: salimaslammohamed@rediffmail.com
Received: 3/20/2014 11:38 AM
To: ; Customer _Relations; customer relations; Indigo Customer Relations
Cc: salimaslammohamed@rediffmail.com
Subject: Re: Complaint # Booking PNR - JY9RTA (CASE REF: CRN-207536-Y2T1B6)


Dear Sagar and Team,


Im currently in Dubai, don't have sim card yet, you can call my wife in Mumbai, she can come for the claim,
***** (u can call her between 0200 pm to 0400 pm).


Regards
Salim Mohamed



From: Customer _Relations
Sent: Wed, 19 Mar 2014 10:37:54
To:
Subject: Re: Complaint # Booking PNR - JY9RTA (CASE REF: CRN-207536-Y2T1B6)

Dear Mr. Mohamed,

Greetings from IndiGo!

With regards to your mail, may we request you to give us the best number to contact along with the convenient time to talk to you between 1000 hours to 1830 hours (IST) for us to assist you further.

For further assistance you can contact our call center at +91 9910 383838 or at 0124 6613838 or visit our website www.goindigo.in .

Thank you for taking the time to communicate with us.



Best Regards



Sagar Nagpal

Customer Relations

InterGlobe Aviation Limited("IndiGo")

Level 5 Tower D Global Business Park

M G Road Gurgaon Haryana 122002 India

F +91-124-4068536

www.goindigo.in
------------------- Original Message -------------------
From: salimaslammohamed@rediffmail.com
Received: 3/17/2014 1:50 AM
To: ; Customer _Relations; customer relations; Indigo Customer Relations
Cc: salimaslammohamed@rediffmail.com
Subject: Re: Complaint # Booking PNR - JY9RTA (CASE REF: CRN-207536-Y2T1B6)


Dear Sagar and Team,


Do you think Im a fool, when visa copy was in my hand all the time, from where the hell they got the visa copy to check with immigration. Seriously im out of patience, do you think im wasting my time for INR 1291.


I just want my total ticket cost refund else i will do whatever i can to involve all the source including dubai headoffice, Mumbai headoffice with all my details where i was easily cleared and accepted by Immigration and AI, my ticket agent also is a proof for OK to board in my booking. Will also get Dubai consumer help for the worst airline experience, where ordinary passenger are treated bad without any assistance.
i ll give you two days to refund my ticket cost otherwise im not interested to play with this useless communication.
I expected atleast my problem will be solved internally, but i realised Indigo doesnt assist passenger being low cost airline forget about the service.
Well ill make sure ill give my full effort to take this issue high and Staff like Mr. Savio a lesson how to treat a customer in general and working in customer service industry if ill not get my refund.


Regards
Salim Mohamed




From: Customer _Relations
Sent: Sat, 15 Mar 2014 13:26:22
To:
Subject: Re: Complaint # Booking PNR - JY9RTA (CASE REF: CRN-207536-Y2T1B6)

Dear Mr. Mohamed,

Greetings from IndiGo!

With regards to your mail, we would like to reiterate that as per investigation our staff checked with the immigration department; however, they denied accepting you and Mr. Afzal Mohamed Attarwala with the respective visa copies.

Further, as the booking reference JY9RTA has been closed as a no-show for you and Mr. Afzal Mohamed Attarwala; thus, the applicable no-show taxes of INR 147 towards Passenger Service Fee (PSF) and INR 1291 towards User Development Fee (UDF + Development Fee) has been refunded to the agency account used under the respective booking.

Thus, we may request you to get in touch with the agency to claim the refund.

For further assistance you can contact our call center at +91 9910 383838 or at 0124 6613838 or visit our