[Resolved] Indigo Airlines — complaint on indigo customer service

Vincent Jayaraj

Address:	Gurgaon, Haryana
Website:	www.goindigo.in

This is regarding my indigo travel experience and booking reference# a8ik8v.
Travelled from singapore to hyd in silk air and took indigo as my connecting flight from hyderabad to bhubaneswar.
When i booked my ticket in indigo website, i selected additional 15kg for both onward and return trip and i received confirmation for the same from indigo system on 24-mar-2018 at 8:43pm singapore time with itinerary details via email including the below that shows the charge details inr 750 for both onward and return trip. Refer below ixbb inr 750 charged for both onward and return trip.

Subsequently on 13-apr, i changed the return trip flight timing from 7:30pm ist to 11:40am ist, 14-apr. Note that when i booked the ticket originally, i chose flexible option (No change fee) for bbr-hyd trip.
When i went to bbr airport on the day of travel, i was told i did not pay for excess baggage for bbr-hyd and indigo personnel @airport asked me pay inr.4, 500 for 15kg excess baggage. I had to pay as i did not have choice as airlines insisted that i did not pay for excess baggage for bbr-hyd though i showed the ticket which clearly showed i paid.
After i returned to singapore, i raised a complaint to indigo customer service but indigo customer service insist that i did not pay excess baggage for bbr-hyd whereas my original email received on 24-mar from indigo clearly shows i paid inr 750 for bbr-hyd sector.
Mansi negi from customer service called me on 25-apr but unable to explain the discrepancy instead insisted that as per indigo records, they did not receive excess baggage charges for bbr-hyd sector.
Its irony that indigo sends me email with itinerary in which it shows i paid inr 750 for hyd-bbr and inr 750 for bbr-hyd (Which i chose during the booking and duly paid) but again the same indigo insists that i did not pay.
Appreciate indigo investigates this thorough so that the inconvenience i went through is not repeated to me and other passengers in future.

Thank you very much.

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May 26, 2018

Complaint marked as Resolved

IndiGo customer support has been notified about the posted complaint.

Verified Support

Apr 25, 2018

IndiGo Customer Care's response Hi Vincent,

We regret the inconvenience caused to you. We would like to share our finding with you, international connection baggage was added for onward and return sector. While rescheduling for return sector same was removed from your side and the amount was adjusted in the rescheduling amount. As international baggage was not added in the itinerary, our staff charged you for the excess baggage at the airport. We look forward to your understanding.

Regards,
IndiGo Team

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Comments

Laston Aron Dsouza

from Mumbai, Maharashtra

Right now I am at Mumbai domestic airport waiting for my flight 6e6621..the flight is delayed by almost 2 hours( as per the screen )..and no exact reason is provided by indigo.I have to reach urgently to mangalore..

IndiGo Customer Care's response, Apr 26, 2018

Verified Support

Hi Laston,

Thank you for sharing your experience with us. We sincerely apologise for the inconvenience caused to you due to the delay in flight 6E-6621 from Mumbai to Mangalore on 21st April 2018.
After reviewing the matter internally, we would like to inform you that flight 6E 6621 was delayed due to IndiGo operational reasons. We recognize the importance of maintaining our flight schedules and assure you best of our efforts to eliminate or minimize the causes of delay, which are within our control. We do realize the impact of a flight delay on the convenience of our passengers and shall take your feedback into account to ensure a more hassle free experience on your next journey with us.
We highly appreciate your patience and understanding in such situations, and look forward to serving you on board soon.

Regards,
IndiGo Team