Indigo Airlines — Terrible Customer Service

I purchased 9 IndiGo flight tickets for various destinations spanning 2023 Cricket World Cup in India. We flew from London UK to Ahmedabad on 3rd October 2023.

Unfortunately, 3 weeks into our India tour, my sister died in a tragic accident. This meant we had to cut short our India tour and return back to London UK on 21st October 2023 to support my elderly mum and dad.

I have been in regular contact with IndiGo customer service team regarding refund for the tickets not used for the past 5 months. I have dealt with so many customer service agents that I have lost count, I have named a few below:

1. Suparna Debnath - 16/01/24
2. [protected]@goindigo.in and [protected]@goindigo.in - 28/02/24
3. Priya. R - 29/02/24
4. Ashutosh Dubey - 01/03/24
5. Pushpendra Divguinya - 02/03/24
6. Priya Singh - 03/03/24
7. Neelam Bisht - 06/03/24

As requested by the airline, I have provided:
a) Death certificate of my sister
b) Birth certificates of my sister and me so you can establish the relationship by checking my father's name.
c) UK Passports for my sister and me.

The response from the airline is that they require ''We request you to provide government issued death certificate (electronically generated) & the relationship proof (Government issued photo IDs) of the passengers with the deceased as we are unable to find documents.''

My response to this request was conveyed back to the customer service agents at Indigo (copied below in italics) and I have now not heard from them.

What you are requesting is not possible.

First of all the death of my sister occurred in Kenya when she fell while climbing mount Kenya, the death certificate issued by the authorities was perfectly fine for the Kenya and British government to bring her body back to London (our home) for cremation. This same death certificate has been accepted by all government authorities to settle her probate. No authority has requested we provide an electronic version of government issued death certificate.

As for my relationship with my sister, all you need to do is to look at our birth certificates (issued when we were born and in sixties and that's how they were issued in those days). You need to look for our Father's name (Velji Gosar) in both mine and my sister's birth certificate and you will be able to establish the relationship.

I was not expecting a company like IndiGo to be making any excuses not to pay out for such tragic circumstances. It is shame on you to question the documents I had provided which have been accepted by everyone but IndiGo. I wouldn't be making this up as this is the last thing I would do.

I seriously ask you to reconsider the documents provided and settle this which has been going on for over 4 months.

I was not expecting a company like IndiGo to be making any excuses not to pay out for such tragic circumstances. It is shame on IndiGo to question the documents I had provided which have been accepted by everyone but IndiGo. I wouldn't be making this up as this is the last thing I would do.

I was hoping for a swift resolution to this ongoing issue. Unfortunately, I have been left with no option but to take this matter further.

I am hoping to get an update from IndiGo following the post of the above review of their terrible service and overall very bad customer service considering my personal circumstances.