[Resolved]  Indigo Airlines — student fare misleading information by customer care assistant / booking software system

I logged a complaint on 30th july 2018 for misleading by your customer assistant and for indigo booking software system which is not at all user friendly, i didn't got any final status on my complaint till today.

I called your customer assistant more than 5 times everytime i have to describe them the whole scenario but didnt get any result its been seven days i have been calling your customer care number. This is a pure harassment to the customer, this is not at all accepted by indigo.

My scenario :
1. I was booking flight by selecting 6e student from kolkata to bangluru for 30th july. I got all the list of the fares where heading was there as student fare so for a first time customer who is booking under student quota seems that all the flights which are showing are all under the student quota only (But ideally the search engine should produce only those flights which can be avail under student quota not with other fares) and in my case i got the lowest fare at the first glance so i didn't have to scroll it up and down and with that fare all the other fare was under normal so there was no scholar cap on any of the fare, so here i get confused and called your customer care no. Pfa

2. When i called i told her the flight no. She checked and told me it is under sale price so i cannot avail the extra 6% off but if i have selected the 6e student i will get the extra 10kg baggage allowance so i proceeded with that flight again at the middle of booking i asked her i am not sure if it has been selected under student quota or not as i am not able to see it she told me not to worry if i have selected it under student fare then when i will go to airport they will allow me if i show the id card but this didn't happened when my student arrived he was shocked to know that he has to pay rs.4000 for his extra baggage, he has been told by the airport satff of indigo if you don't pay you have to put your baggage to the dustbin. Whatever money he was having that time given there but if my student was not having that much money what should been the case? He has to miss the flight or put his extra baggage into the dustbin?

3. If i have told her the flight no. Then why didn't she told me at that moment you can not avail this flight under student quota as this is under sale price? If she would have told me i wouldn't have proceeded further and my student and me would have not gone through this harassment.

I have attached a screenshot of the fare list after selecting 6e student where i got all the flights with a heading student fare so a first time customer will select one and proceed because he/she know this is the result which i have got after searching by student so all this are under student quota only and you can see there is no scholar symbol at that page so if a customer does not scroll up/down to see all the fare he don't get the difference of scholar and normal fare which happened in my case.

First: make your booking software system user friendly because your present software is misleading the customers and you are making money out of it, i am not sure what your software tester do because this is a very basic test case that should have been noticed by them (If it is not directed by indigo to overlook this for money making by misleading innocent customers).

Ideally: 1. When user is searching with 6e student only student fare eligible flights should be shown which make the process easy. If you want to show other fares also give a separate heading other fares and show it there not under student fare heading.

2. When someone is proceeding under student fare make it a fixed bar over the page that it is under student/senior citizen fare.

3. If someone has searched by student fare 6e student and got all the mixed fare then upon proceeding with normal/sale fare there should be an alert in red and bold that you are proceeding under normal/sale fare no quota will be applied under this flight.

4. Give proper training to your customer assistants so that they don't mislead your valuable customer.

I have been harassed a lot for this i want my refund as soon as possible.
And what about this harassment that me and my student have been through? What will you pay for this harassment?

I often do my journey with indigo but if this is your service then i have to rethink before booking flights with indigo.
This is not all accepting by a company like indigo.

i request a prompt action from your side on this complaint.