Vistara — being lied to by airport staff of vistara airlines

Hi vistara team,

I'm writing this unfortunate mail to you in utmost disgust. I was a big fan of your airline till today but the way i and my fellow passengers have been treated today has broken my trust in you as an airline and as an organisation.

I know and understand that i'm just a lowly passenger and that this email will be deleted or will have some standard computerized response, but still wanted to write it as we all still live in this hope that the world is still a decent place to live in.

I was a passenger on the delhi-pune uk971 flight on june 24th and when i reached the airport, i along with all the other passengers of this flight were informed that the flight has been cancelled. I understand that things happen and in these difficult times there is a lot of operational and cost pressure on vistara and the entire airline industry. My issue is not the actual cancellation but the way we have been treated post the cancellation. Below are some of the issues i'm referring to -

1. We all know that the reason the flight has been cancelled is because of the load being less but when the same question was asked to the guys at the vistara counter, the very curt reply was.. We dont know! When we questioned the staff on why no email/sms/message was sent to the passengers on the flight being cancelled.. The response was that all of you have been sent an email and message... Let me just reiterate that not a single passenger had received such a message, and if a message did come to us, why the hell would we come to the airport?... Therefore, this was the first lie by the ground staff. I'm again saying that the actual cancellation is not the issue.. It's just the way we are lied to. Please own up to your faults, treat your passengers with maturity and just say sorry!! That's all we accept.

2. The second lie was when i asked the ground staff if they can give us some vouchers or access to the lounge inside the airport so we could wait there for a few hours as a lot of passengers had booked a flight for the same evening with a different airline. We were told 'sorry we can't give you access to the lounge or provide you with any coupons as the airport lounges are closed due to the covid19 situation'. However, when i went inside the airport, the plaza premium lounges were open and functional! This is not just a blatent lie but unprofessional and unacceptable!!! Like i said earlier, we as mature individuals expect the truth, that's all we ask for.

The whole world is going through multiple hardships due to the situation we're in and would understand if something like this happens. But unfortunately your organisation has made the situation worse by lying and giving out false information. Just didn't expect this from an organisation of vistara's reputation and stature. Extreme disappointed!!

Sincerely,
Keshav tandon