[Resolved] Indigo Airlines — unethical behaviour - ticket cancelled without my permission

[Resolved] Indigo Airlines — unethical behaviour - ticket cancelled without my permission

R rkjtechie from Patna, Bihar

Ticket details:- Pnr - phg1sd Passenger - ravi kumar (Travelling from patna-pune) Date of travel - 17 nov 2018 (Departure time:- 8:15 pm) When i reached airport for boarding, they said they cannot find my pnr, and ticket has been cancelled from my end on 30th september. Now find below logs on conversation with customer care:- 7:10 pm - i have been informed my ticket has been cancelled, unable to locate pnr 7:25 pm - i called customer care (Using [protected]) and raised my concern. She said she will find alternative, she suggested for 1:30 pm (18 nov flight) that can be booked. Call got disconnected in between. 7:53 pm - i have received message that my indigo pnr is cancelled. Also full amount refund initiated without my permission. 7:56 pm - i called customer care (Using [protected]), and have same explanation, they said they will provide alternative flight as earliest as possible. He said site will be down, it will get this done offline 8-10 pm - i stayed at indigo desk regarding any ticket confirmation, they told it will be done once site gets up. After spending almost 5 hrs at airport, i left from airport 3 am (18 nov)- i called customer care, they asked me to call at 4 as they cant give me any update due to side issue 3:20 am (18 nov) - had chat with customer care, he said i will get help, and he logged complain for the first time. 4:01 am (18 nov) - called again customer care, explained everything. After discussion of around 30-40 min, they said they cannot do anything. I have been harassed totally. Below faults from indigo site:- 1. Cancelled my ticket without my concern. Might be technical glitch from indigo end 2. It said ticket got cancelled on 30th sep, in case if got cancelled at my end, why i received message on 30 mins before the flight departure. Even it's communicated via email at the same time. Even they have initiated full refund. Why this happened, just after i had discussion with customer care 3. It has been said that i will get some alternative since start, now after 8-9 hours they are just denying to provide any alternative. It's ridiculous. I request to check all voice recording to get what happened with me. 4. Airport - desk guys not at all supportive. Very poor response. I was calm since long, but now it's really out of control. It's totally harassment, and forgery. +4 photos Was this information helpful? No (0) Yes (0)
Dec 29, 2018 Complaint marked as Resolved IndiGo customer support has been notified about the posted complaint. Verified Support Nov 19, 2018 IndiGo Customer Care's response Hi Ravi, We totally understand the discomfort you must have felt. We would like to inform you that the booking was cancelled by your end on 30th September 2018 and we do send confirmation E-mail and message on the registered contact details. However, we would like to connect with the concerned team and shall respond soon. Regards, IndiGo Team Verified Support Nov 19, 2018 IndiGo Customer Care's response Hi Ravi, As checked, you have chosen to process the full refund after clicking on the link sent on the registered contact number, which is the reason no communication was sent. Further, we have shared the IP address via DM, please check. Regards, IndiGo Team Nov 19, 2018 Updated by rkjtechie Indigo Team, First, can you send a screenshot of the email that you sent to my registered email id, asking for my permission to cancel and opt for full refund. Or if it is an sms, please send me that as well. you can attach it here. You did not send any such email. Rather you sent me one sms on 30th September that my flight has been rebooked. No action was required from my end. screenshot is attached. now to cover this up you are fabricating a story of self cancellation. all you are doing is trying to harass me for your own fault and taking advantage of my urgency you are trying to make more money. This is an utter disgrace that a popular airline like you would engage in such cheap activity just for the sake of few thousand bucks. Also if you check you call recordings, you customer care guys assured me of an alternate flight arranged. and the very next day you took a 180 degree turn and refused to get me an alternate option. Is this the way you treat rather fool your customers. Verified Support Nov 21, 2018 IndiGo Customer Care's response Hi Ravi, We would like to speak with you in this regard, kindly share a convenient time to connect. Regards, IndiGo Team Nov 22, 2018 Updated by rkjtechie Kindly call anytime, I will be available . Verified Support Nov 28, 2018 IndiGo Customer Care's response Hi Ravi, We believe one of our representatives has contacted you and assisted with the best possible resolution. Regards, IndiGo Team Dec 01, 2018 Updated by rkjtechie Hi Indigo Team, I have received call from Indigo representative on 22nd Nov, Had conversation with around 17 mins. Discussed regarding the issues that I had to face(note it's 5th time I had to explain each and everything again). She(CSR) understood my issue, she also had conversation with the concerned team within Indigo on the matter. But unfortunately, she also said the same thing that I had to hear since starting, that since it's full refund, she or indigo will not be able to do anything now. She denied to support or compensate by any means. Again I am looking out for the resolution. I want to know how will you compensate on below:- 1. I had ticket booked for Rs 8000. I had to re-book ticket for 21, 000 amount. Who will going to pay me Rs 13000, that I had to pay extra from my pocket 2. I had lost almost 1.5 days. Who will compensate on this? 3. I had to arrange some local accommodation in Patna. Who will compensate on this? 4. I was harassed so much, I had to waste my plenty of hours in these discussion without my fault? Who will compensate for it? If you able to compensate on the above, I am good to close this complaint on a good note. But I do not understand how you guys treat or resolve customer query. Really this is unexpected from such a big airline. If you again unable to do anything, simply tell me concern person name, contact(email etc), I am open to discuss this. Thanks, Ravi Kumar Dec 20, 2018 Updated by rkjtechie Hi Team, It's almost more than a month now, but still you guys don't bother to assist me. Really ridiculous and pathetic service, If you can't to anything, just accept that you guys can only harass consumers, nothing else. Regards, Ravi kumar Dec 31, 2018 Updated by rkjtechie Hi, No reply from Indigo Team. Feb 04, 2019 Updated by rkjtechie Hi Indogo Team, Can I expect any reply from your side?
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