Indigo Airlines — flight cancelled and reroute

1 Review
 UmangKataruka on Oct 17, 2019
I was booked on hong kong to koltata in flight number 6e1792 which was direct flight with ajourney time of 4 hours. I booked the direct flight as i was travelling with 2 small kids. I choose indigo and booked the tickets on 1st august 2019 as they had recently started this service instead of choosing my regular airline of cathay dragon which also flies directly to kolkata everyday.

Indigo sends a message to me on 3rd oct that the direct flight has been cancelled and we have been rebooked on flight no 6e 1774 from hong kong to bengaluru (Flight time of 6.5 hours) and a connecting flight from bengaluru to kolkata via bhuwaneshwar on flight no 6e411 (Flight time of 3 hours 55 mins) with a halt at bengaluru airpost for 2 hours 10 mins. So a journey initially stated for 4 hours has now changed to 13 hours for a family who is travelling with 2 small kids. The flight doesn't provide any free food and drinks so it means we need to be hungry for the entire 13 hours, or pay an additionaly exhorbitant cost to buy anything onboard.
I requested indigo to put me on 14:55 pm flight from bengaluru airport to kolkata which is direct flight (Flight no 6e997) which will atleast save me at least 2 hours of the oevrall journey time which they had directly refused and asked me to cancel the tickets if i do not want to choose this travel itenary.

At this moment all flights price for kolkata has gone up and its a loss for any traveller who would cancel the ticket and buy new ones. The airline had an easy option to introduce a flight first and take bookings in advance and then if they see its not making a business sense, they can cancel the flight and have to pay no penalty to anyone. Whereas if a traveller cancels his ticket, they are charged heaviliy by the airline.

I urge the indian government to take strict action against such airlines who are introducing new routes and then cancelling it without any liability.

I also request you to make indigo to change our onward joueny from bengaluru to kolkata via the direct flight scheduled at 14:55pm

Complaint Status

[Oct 17, 2019] IndiGo customer support has been notified about the posted complaint.
Verified Support
IndiGo Customer Care's response, Oct 18, 2019
Hi Umang,

We are sorry for the inconvenience caused by the rescheduling of our flight. We always strive to keep our flights on schedule and cut down on causes of delay. But, if an IndiGo flight is cancelled or delayed for more than 2 hours or rescheduled for 1 hour earlier, you can either re-book on another Indigo flight or cancel. The re-booking is done at no extra charge and the entire amount is refunded in the case of cancellation. Please be assured one of our representatives will contact you to assist with the best possible solution.

Team IndiGo
Verified Support
IndiGo Customer Care's response, Oct 24, 2019
Hi Umang,

Please be assured that one of our representatives has contacted the passenger to address the concern.

Team IndiGo
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    Indigo Airlines - flight cancelled and reroute