[Resolved]  Indigo Airlines — Not extending promised facility

Address:	New Delhi, Delhi, 110065
Website:	www.goindigo.in

Indigo boasts of a facility of additional 10kgs of checked in baggage to students. However, in practice, they seem to be shying away from extending the same. I had booked a ticket for my son from delhi to managlore, specifically selecting this option while booking. However, the airline, without even informing me, has not provided this facility. I have contacted their consumer complaints department as well the senior management, including their ceo. The top management has not even bothered to respond to my mails. The chain mails are reproduced below :

Now i know that all this talk of customer focus is nothing but just a sham.

If the top management of indigo doesn't even have the curtsy to respond to a customer what can one expect.

I guess it leaves me no alternative but to go to the social media with this chain mail.

Thank you for not being of any help.

Rajesh mehrotra

— forwarded message —
From: rajesh mehrotra
Date: fri, jun 16, 2017 at 11:52 am
Subject: fwd: fwd: customer complaint booking ref edzexg crm:02350325
To: priya. [protected]@goindigo.in, aditya. [protected]@goindigo.in

Dear madam,

Further to my mail to you dated june 15th (Which i had also sent to the customer relations), i have got a response from your customer relations cell. Frankly, i can't even understand what they are trying to tell me as reason for denying a genuine request. (Please read the text marked in bold by me, in their mail).

Once again a request to please look into the matter.

Regards
Rajesh mehrotra

— forwarded message —
From: indigo customer relations
Date: thu, jun 15, 2017 at 4:45 pm
Subject: re: fwd: customer complaint booking ref edzexg crm:02350325
To: "[protected]@gmail.com"

Dear sir,

Greetings from indigo!

With regards to your mail, we would like to inform you that as of now we do have the facility of student fare in connecting sectors flight.
So, we are not in a position to honor your request in this regards.
Trust this clarifies.

In case of any assistance regarding fares, schedules, corporate tie-up and other travel information, please feel free to contact to our 24*7 call center at [protected] or [protected] or visit our website www.goindigo.in.

Thank you for choosing indigo, and we look forward to serving you again in the near future.

Best regards

Priya singh
Customer relations
Interglobe aviation limited ("indigo")
Level 5 tower d global business park
M g road gurgaon haryana 122002 india
www.goindigo.in
— original message —
From: [protected]@gmail.com
Received: 6/13/2017 4:38 pm
To: customer realtions; customer relations; customer relations; customer relations.; customer relations..
Subject: fwd: customer complaint booking ref edzexg

Dear sirs,

At the outset, let me introduce myself. My name is rajesh mehrotra and i am executive vice president, heading the human resources function for a large multi-national company. I had recently met mr. Aditya ghosh at the randsted awards, wherein he had talked about the customer focus of indigo being above everything else. However, my experience has been a little otherwise.

I had recently (On june 8th) booked a ticket for my son from delhi to mangalore for july 21, 2017.

While booking the ticket on your website, i had clearly selected the student option and i also got a pop-up which said that it is applicable only for students above 12 years and that he would need to carry his student id while travelling.

When i got the ticket on my email, there was no mention of the higher baggage allowance mentioned anywhere. On calling your call centre a couple of times, i am now being told that the ticket is booked as regular passenger and not as a student ticket.in addition all i hear from them is that i have made a mistake while booking on the website.

While the fare difference is nominal and of no consequence, the extra baggage allowance is of great significance to students travelling home for holidays.

I have tried my level best talking to the people at your call centre who in turn have also spoken to their supervisors but completely in vain. All they can offer as a solution is cancel and rebook or pay the extra baggage allowance for the 10 kgs. It seems that nobody has either got the delegation or they are not willing to exercise the same even for a thing as small as sanctioning an extra baggage allowance to a genuine student.

Now this is not fair, if you have a policy then it should be made available to all genuine students, otherwise what is the point in having a policy.

As a last resort i write to you with a copy to mr. Ghosh, to help my son get the 10 kgs extra baggage allowance on his travel.

The booking reference id for his ticket is edzexg.

Hoping to get a positive response from you soon.

Warm regards
Rajesh mehrotra