[Resolved]  Indigo Airlines — charge for unbooked tickets due to website error

Website:

www.goindigo.in

Dear sirs,
I am writing you to complain about a problem i recently experienced with your company.
On august, 10th i tried to book a ticket online to fly from bengaluru to kolkata and i repeatedly received this promp from your website saying there had been a problem, and telling me to start again with the whole purchase. Since i had not received any confirmation by e-mail or sms of any ticket purchase being made after a while, i called you on the phone to confirm i had booked my ticket successfully. Upon calling, you informed me that i had booked a ticked and sent me the confirmation sms upon my request, because, i insist, i had not received any confirmation whatsoever from your end before i made that phone call.
Right before my return trip from kolkata to bengaluru i received two different sms with two different booking reference numbers: dci1yp, the ticket i used; and hleqfr, for which i had never received any information before (And which thus i could have never used to fly to kolkata in the first place because i didn’t know it existed), and when i checked my bank statement i realized you had charged me for two different tickets, when i had received a purchase confirmation for only one of them, dci1yp, when i called you, because, again, you had not sent me any confirmation until i made the phone call.
I contacted you again on the phone to request the refund of the unused and unbooked ticket that you charged me for, and after talking to two different persons on the phone (One of them allegedly the person in charge) the only answer i get is that they tried to call me after i booked the first ticket online to request some details about me and i didn’t answer, and so you decided to charged me for it, even without having the details you were supposed to need for the purchase.
Firstly, i didn’t receive any phone call from you on august 10th, i was the one who had to call your company to inquire about my ticket and request a confirmation email or sms, and the lady on the phone at that time mentioned one booking only, the confirmation of which she sent me through sms.
Secondly, if you really called me, as you say you did, to request some details you needed to complete my booking and you were never able to reach me, how can you consider that you have the right to charge me for that ticket all the same, when you didn’t even have my details/confirmation that you needed?
And thirdly, when i called you after the trip to complain, the two men i talked with told me they would send me an email proving how they tried to called me right after my online booking and i didn’t answer the phone. I have not received any such email from them, but your company has of course taken the time to send me invoices for the two tickets you insist i booked.
This situation is absolutely unacceptable, you are taking advantage of your customers and following a ridiculous procedure to consider you have the right to charge for tickets for which you had not enough information, when it was your website that was experiencing problems. And your only argument to back that up is that you tried to call me…how exactly can you prove that? If you inform costumers about their bookings through email or sms you should contact them by those means as well, and if you couldn’t reach them, at least send an informing email/sms, in writing.in any case, after not being able to confirm the purchase, the honest and sensible thing to do (Two traits your company clearly lacks), is have the customer lose their ticket because you were not able to reach them. Yours is a behavior typical of scammers, not of a serious company.
If i don’t receive a refund asap i will start a social media campaign and make sure people get the worst portrait of your company, with all the details of what happened and how you take advantage of your customers. This is, in turn, the real portrait of your company, considering your scamming procedures and policies.
I am looking forward to hearing from you.
Marta moreno