IndiGo Complaints & Reviews

Sir

I booked a ticket for my 80 year old mother on Indigo air from Vadodara to Mumbai after speaking to a Indigo sales person to confirm that her own wheel chair will be allowed on board. The objective of the call to Indigo was to confirm that they allowed disability support items to needy passengers (without having to carry them as additional chargeable items of baggage). After making the booking via credit card, I received an alarming mail from Indigo that they had noticed unusual activity on my CC etc. immediately I called up their call centre and asked for details so that steps can be taken by me to safeguard the card. This turned out to be a totally false alarm. all attributable to inappropriate use of words by Indigo air in their mail. In talking to the CRM, I also asked him that he enters in his CTI against my mother's PNR that she will need assistance with her own wheel chair.

Two days before travel, I called up the Indigo call centre to reconfirm wheel chair assistance and to my surprise the lady CRM said that wheel chairs are not allowed and if required she can use the airline wheel chair! She did not seem concerned as to what happens once the passenger is disembarked at the destination? Then began the clarifications and my insistence that the wheel chair we have is required for her mobility whilst she is in Bombay, then the long wait whist she consulted her seniors and finally an offer from her that I could talk to the Check in desk at Vadodara directly, which I declined. instead I wrote an e mail to their feedback ID and a Mr Mohit Arora spoke to me the same day. The impression he gave me was that there is no issue of an own wheel chair being carried on board so long as it was collapsible. We also discussed the unwarranted alarm bells relating to credit card use. He subsequently sent a mail saying he is forwarding the feedback to concerned dept.

On the day of my mum's travel at the time of check in, the check in staff would not permit her wheel chair as cabin luggage and asked that it be checked in and paid as excess baggage. Then came the rounds of frantic calls to Mr Mohit Arora and back to check in desk but to no avail and as per Mr Arora's assertion that the excess be paid since the wheel chair has to be "checked in". reluctantly I complied by giving authority on the phone to charge to my credit card and in consequence I had to divulge my CVV number to the check counter staff.

The same day I complained about this volt'e face by Mr Arora and wrote to him to refund the excess charge. This morning I got a reply from him that the airline staff acted according to rules in charging for the wheel chair as it has to be a "checked in" and not carried as cabin luggage and there by exceeding the free baggage allowance permitted.

On checking the Indigo air web site again, I find that carriage of baggage rules clearly allow for the wheel chair to be carried as cabin (hand) luggage and therefore the question of check in does not arise. There is also provision in the rules as to how such items can be carried in hold for the duration of the flight if the cabin area cannot accommodate the same. These rules of carriage are extracted and attached.

I am writing to you with the request that such events needs to be reported and fair treatment for the senior citizens be seen to be delivered.

please advise me what steps I need to take to ensure that:

a) A refund is obtained for the unfair charges.

b) that the airline staff are better trained and operational depts like the check in counters are aware of their own rules on carriage of wheel chairs (for dependent passengers)

c) The consumer forum for airline travel is aware of the sordid treatment and creating unnecessary anxiety to an 80 year old traveling alone and who can advise a much wider group of people.

d) The ministry for aviation is made aware that Indigo airline allows for carrying of a sports kit (e.g. a golf bag or skiing equipment or surfing boards) at a set fee of Rs 500/- for checked in items yet demands a full weight related excess charge of Rs 100/- per kg for prosthetic like the wheel chair?

Is there no justice or fair play for the old and in firmed?


regards

Dilip Modi

Hi Team,

I Gaurav Duggal booked flight ticket from Delhi to Hyderabad on 13th (PNR: T1LQDM). Plan was to reach Delhi by Train and board flight, but as trains are less trustworthy I had queried for cancellation policies of Indigo the night before, i.e. on 12th April.
I was informed that there would be a deduction of 750 Rs and you can cancel before an hour or so. I called up at around 6.15 for cancellation and was surprised to hear that I cannot cancel tickets now.
If I had been informed clearly that its 2 hrs I would not have taken luxury of 15 min.
Then on my persuasion Indigo guys canceled my ticket 1.5 hrs ago. Later to my surprise they didnt credit my account with the money after deducting cancellation charges.
Reason again they neither make reservation or cancellation 2hrs before flight schedule. Even though they accepted that they had full rights to resell that ticket to anyone or me in last 1.5 hrs.

This is clear violation of laws and I would want my refund and apology from them.

Regards

I have been regularly using the 6:00 AM Indigo Bangalore-Mumbai Flight. I have observed that they are frequently cancelling this flight. They inform us one or two days in advance informing that the flight is being cancelled due to "Operational Reasons". How come they know about a "Operational Reason" a day or two in advance. My feeling is that if they find that the load factor is likely to be less, they cancel the same combining the flight with their next flight. This cannot be a "Operational Reason". As per their terms and conditions, they can cancell only due to "Operational Reason" and they try to hide their un-ethical practices under the garb of "Operational Reason"

I book 30 days in advance. They use my money for 30 days and just refund the amount. Further, I am forced to book again at higher rates due to such cancellation. The very purpose of my booking in advance is lost due to such frequest cancellations. It is just plain cheating. They are just fooling us by making us book in advance by providing discounts and then cancell the flights later on.

Anyone booking by this flight of Indigo - Beware !!! Ultimately you will end up paying much more due to such practices followed by this airlines

Can someone inform me if there is a specific consumer forum for taking up such un-ethical practices by the low-cost airlines.

I had booked a flight from Chennai to Kolkata for the 10th April 09 under the Re1 Fare (Total Fare Rs 2225). The departure time stated was 1655. Later, when i checked the schedule for taking a printout, i found that the timing had been changed to 1945. This disturbed all my onward journey plans. When i talked to the customer call center, i was told that the Airline allows free of cost change in schedule only if the flight timing is changed by more than 3 hours(the change in timing here is 2hr 50min). Now, even changing the flight will be charged Rs 750.
This seems to be an ingenious way by Indigo Airlines to cheat its passengers as they have advertised Re1 tickets and will be charging its passengers Rs750 due to the change.
Surprising that such blatant cheating is going on at Indigo Airlines.

Sir - I booked a ticket for 2 from HYD to BLR for the journey dated 13th March 2009, by Indigo.

I made the booking on 5th March 2009. However due to some reason i wanted t cancel pr postpone the ticket.
I was told by Indigo officials that i would be charged Rs 750/- per person for cancellation or postponement(also the difference in amount will charged which is understandable).
I can't understand why would they charge me Rs 750/- per person for cancellation/postponement.
When i asked the same to Anand/Aslin from INDIGO customer care(11 Mar 2009 1:00 pm) about the same i was told that it is a penalty for cancellation.
I think i deserve a better explanation as i am the one who is bearing the brunt from the flight company for having booked a ticket here.

I would like to book a complaint regarding the same. I think these flight companies are leaving the customers high & dry with no options at all.

Please help.
MY contact no: is [protected].

Dear Sir,
I bought Indigo Flight ticket from website on 3/2/2009 .My PNR no is NZLFBT
. I had booked it as I need to travel in the afternoon and the flight would reach at Kolkata at

Flt # Date From To Depart Arrive Seat #

6E277 13Feb09 Bangalore (BLR) Calcutta (CCU) 15:35 19:15

I had called up the Airlines now to cancel and refund me the ticket as any airlines cancel if its 2 hrs delayed.
They had denied to pay the refund and was continously arguing, they had mentioned I can take legal action and they are not affected by it.Kindly solve it.

Interglobe Aviation Limited ("IndiGo")
Tower C, 3rd floor, Global Business Park
Mehrauli Gurgaon Road
Gurgaon - 122002, Haryana
Fax:[protected]



REMINDER

Dear Sir,

I am still awaiting response to the below-mentioned e-mail. If this be your Corporate policy regarding customer grievance and complaint, then you should have the responsibility...

Hi,
I am writing this mail to inform you about the trauma i had to go through due to Indigo. This was my very first flight experience in my whole life as I was flying for the very first time. I booked an indigo flight from Delhi to Goa (6E - 181) with PNR No. BZ3SBB, which was scheduled to depart at 9:15 AM on 05/12/2008. When I reached the counter with my wife at 08:55 we were told that we are too late and they cannot accept passengers. To our surprise the lady at the Boarding pass counter was extremely cold. Then we spoke to the Indigo Supervisor (Lady) who was having a Walky-Talky in her hand. She had the wrong and very arrogant attitude & did not know the basics of customer service. She told us that they cannot help us and the money will not be refunded. We too have seen cases & have heard of cases from my father who too is working at IGI airport as Duty Officer. If any celebrity would have been in my place & would have come 10 mins back also, then the airline staff cater them. But the attitude of that lady supervisor was not at all helping, rather was very arrogant & adamant in checking the possibility of boarding us on plain. We kept on requesting to them & cribbing in front of that lady supervisor that it was time for the flight to take off.
We spoke with Eezigoo from where we have booked the tickets, but no signs of relief. We were asked to get in touch with indigo. If this is how it goes then why should one ever book a ticket through Eezigoo and not go directly to the airlines??? Eezigoo asked us to get in touch with indigo and vise versa; it is just a vicious circle.
First of all no announcement were made as we were sitting exactly in front of the Indigo booking counter from last 30mins & were checking the On-screen flight information on the LCDs, where it was mentioned as Security Check. I went to the counter when the LCD display showed " Pls board the flight or Kripya Prasthan Kijiye". NO announcements were made at all. Although other airlines were announcing for their flights. since we were half an hour earlier than the flight's actual departing time, we should have been offered another ticket for the next flight or a refund should have been given. Thirdly the unwillingness to help from indigo really put us off not to mention the trauma of not being able to be board my 1st flight.
We went ahead and booked another tickets through Go Air which costed us another heavy amount. This was our first encounter with indigo and I will ensure I mention this to every single person I can.
We not only lost approximately rs 11500 but the amount of trauma that we had to go through is priceless. Thanks to all the miscommunication & pathetic service. I would never ever recommend to go for an Indigo Flight.
Indigo's advertising line is the coolest airline in India in my case it's been a complete disaster and ridiculously handled. I am sure this is a way for the budget airlines to earn money. They must have given the ticket on a higher price to someone else.
Regards
Sunil Dagar

Dear Sir,
I have booked 3 flights in Indiago for the month of Dec 08. All these
flights are after 6th Dec 2008. In connection with the recent
announcement from Indigo Airlines that the fuel surcharge has been
reduced to INR 2700 from INR 2900, I want to get refund of 200 Rs for
each of the tickets I have purchased.

Please note that while purchasing tickets I find fuel surcharge under the
taxes and not under fare. So when the surcharge is getting reduced from
6th Dec 2008 Indigo Airlines cannot charge me Rs 200 more for each of tickets
which I have purchased earlier. In my opinion it is illegal if the airlines does
not return Rs 200 for each of tickets passengers have purchased
earlier and flying on or after 6th Dec 2008.

I want a quick response from your team on this regard.

I was also highly disappointed with the way my grievance has been
handled when I reached Indigo Call center.


Thank you
Debranjan

I was travelling from Delhi to Kolkata via Indigo Flight 6E209 on sunday 19th Oct. We were 2 adults, one child and one infant. I was enroute from London to Delhi to Kolkata to LOndon. On check in we were informed by the staff that we were excess baggage by 33 kgs. I had a total of 93 kgs and was told that we were allowed only 60kgs. The staff were very uncooperative despite showing them my international tickets and that we were in transit, which allowed us 30 kgs per ticket. The manager, Mr Neeraj Ailawadi, came when I insisted and his explanations were that Indigo had a fixed baggage policy even if someone was in international transit. Indigo apparently does not share any transit arrangements, they are a low cost airline, were some of the arguments provided. He even said that there was no baggage allowance for infants... and he KINDLY gave us a GENEROUS waiver of 10kgs. Eventually as we were getting held up, I had to pay the extra baggage for 23 kgs - Rs. 1600.
At no point during our booking was this mentioned to us, and infact it would have been cheaper and more comforatable for us to have travelled by Jet or Indian Airline etc.. taking into account that we had to shell out extra amounts for baggage and food on flight. I shall take this matter with the athourities in Indigo, and definitely in future no one from my family, friends and colleagues shall fly with Indigo.

My brother Dr. Tapas Medhi, travelled Indigo Flight 6E 201 dated 1st nov'08 from Delhi ( starting at 5.30 AM ) to Guwahati.
The security did not allow to take his moble ( with Airtel prepaid sim [protected]) in handback but in checked in baggage. On his arrival at Guwahati Airport to his surprise he noticed the Mobile with above prepaid sim was not available in the bag.
On 2nd Nov'08, when he tried the number [protected] some one responded. It implies the moble is in some one's poseession / hand, who is definitely one of those engaged in handling bags in morning hours of 1st Nov'08 and probably some security personnel ( who did not Dr. tapas medhi to carry the moble in hand bag) giving indulgence for this kind o[censored]nfair task.
Dr. Tapas Medhi, for his official task at present, is not in place where he could contact through internet to customer complaints/ police complaints as it may call for. Hence undersigned is writting on behalf of Dr. tapas Medhi.
My request is that the Air liner should take appropriate actions immediately in this case since the theft of mobile sim is likely to pose security problem.

Bhaskar Medhi,
H-22, ION, Site-2, Sector-55
NOIDA, UP- 201301

Sir,
I travelled from Delhi to chennai on Flight no. 6e 283 on 7th june 2008. Seat no. - 2c. I had bought a 'vegetarian' veg. roly-poly from your in flight food trolley. This happened to have an egg coating which is NON-VEGETARIAN. I WOULD LIKE TO KNOW WHY IT WAS CALLED VEGETARIAN? I AM A PURE VEGETARIAN FROM BIRTH AND I HAPPENED TO CONSUME A SMALL PORTION OF THE FOOD ITEM. I AM VERY VEXED WITH YOU ABOUT IT. I HAVE ALREADY REGISTERED A STRONG COMPLAINT WITH YOUR IN FLIGHT STAFF. BUT WHAT WAS THE USE! THERE HAS BEEN NO CORRESPONDENCE. CONSUMING THE ROLY POLY WAS AGAINST MY RELIGION AND YOU ARE TO BLAME FOR IT! WHY HAVE YOU NOT CORRESPONDED FOR THE LAST THREE MONTHS. I NEED AN ANSWER FOR THIS.

AS MY FATHER MR.L.K.JAIN IS A MEMBER OF THE 'WORLD VEGETARIAN CONGRESS' I AM FORWARDING THIS COMPLAINT TO THEM ALSO TO SHOW THEM THE BLATANT DISREGARD FOR RELIGIOUS SENTIMENTS THAT INDIGO HAS.

It is very evident that This indigo airline is flouting all norms set by DGCA. DGCA clearly says that all airlines (indian) will have to refund 100% amount within 7 days of cancellation, witout withholding the money.

Is there anyone or place where these complaints could be heard?
Not even sure if airlines cartel have filled DGCA pockets for not acting and sitting tight.

hi, this rohit from ludhiana, my complaint is in regard of the poor resale of tata indigo. iown a tata indigo model 2003 LS .I wanted to sale MY CAR I WENT TO THE DEALERS IN LUDHIANA M/S DADAMOTORS LTD &M/S GARYSON MOTORS TO SALE MY CAR BOTH DEALERS VALUED MY CAR FOR RS 1.70 LACS . IS THIS FAIR AMT FOR THE CAR .IASKED THEM TO INCREASE THE VALUE BUT THEY SAID THAT THIS IS THE RIGHT VALUE OF AN INDIGO AS IT HAS NO RESALE VALUE . I WANT TO KNOW FROM THE COMPANY THAT SHOULD I BUY ANOTHER TATA CAR THAT HAS NO RESALE VALUE? PLS REPLY TO MY QUESTION SOON. THE CODITION OF MY CAR IS EXCELLENT.

Dear Sir,
I cancelled my ticket no VLDULB, they charged rs 750 as cancellation charges, and the rest amount they reserved as indigo points.
I wanted to know if they are charging the cancellation amount then why they are keeping the left amount as indigo points, instead this amount should be credited back.
This is not a fair practice, in this manner they are forcing the customer to use their flight in a one year time. If the customer doesn't use this amount in a years time then this amount is lost.
If airlines charge cancellation charges, then why they keep rest of the amount with themselves.

Hi,

I cancelled ticket from Indigo airlines from Banglore to delhi,
For that Indigo charged cancellation fees Rs 750 per ticket, that is fine i got agree with that .
But they are not returning the remaining money around Rs.4000 saying that they don't give refund and will add it my indigo credit but i didn't get any chance to fly again and the worst is that they are just asking me to forget the money as it isthere policy while all other airlines gives refunda after cancellation and deducting the cancellation fees.

Please guide how can i get my remaining money back.
Will be very thankful to you.

Regards,
Parshant Garg

I wrote this email in the feedback form in the Indigo airlines website.

This sunday, 8th June 2008, I had an extremely upsetting and disappointing experience with the ground staff of Hyderabad airport. My flight was a 3.45 flight for Mumbai and it was an urgent trip and I had booked the ticket via credit card by 12 that day. I had reached by 3 for my flight and had joined the check in queue at Indigo All Flights counter. By the time the queue moved and I reached the counter, the time was 3.15, and I was told the check in for Mumbai flights was closed! I understand the late part of this issue, but what I demand an explanation for is this:

a) why weren't the Mumbai passengers proactively asked to come to the counter first, as time was running out?
b) who gives the ground staff the right to be so rude? Myself, along with another passenger who had the same plight as mine, were obviously frustrated at what had happened to us. Not an ounce of sympathy but we what received was replies like slaps on the face saying that the counter was closed. Infact the check in counter staff even asked the other passenger if it was in his habit to appear late for his flights!!! Remember that it is "us" who pay the money and it is "us" who are your customers. Also, we were made to run from one check in counter to another and finally to the customer service officer. And his behavior was so disgusting that the people who hired him should be fired first.
c) I am a frequent traveler and there have been times when I was stuck in a traffic and have been late for flights(i believe that since i am paying the money the airlines has minimum responsibility to atleast try that i can board the flight). Once I was just 15 minutes away from boarding time and I was traveling via Kingfisher. They wouldnt have taken me in alone but there again there was another passenger late like me and then the ground staff personally accompanied us and made sure that we quickly clear all the procedures and borad the flight in time. If I could receive this kind of treatment from another airline just like yours, is it wrong to expect it from you guys?
d) why wasn't it written anywhere in the email print out i took the time I have to appear for the flight?

I do not expect any response to this feedback but just to let you know, last sunday you have definitely lost one customer (hopfully 2 if the other passenger feels as strongly about what happened as I do).

To whosoever it May concern,

I am writing this mail to inform you about the trauma i had to go through due to Indigo. This is my last resort. i booked an indigo flight from Delhi to Bangalore which was scheduled to depart at 8:45 PM on June 8th”2008. When I reached the counter with my husband at 7:50 we were told that we are too late and they cannot accept passengers. To our surprise the lady named Tina was extremely cold and did not did give any reasons. She had the wrong attitude and did not know the basics of customer service. I am surprised by the attitude and the one. Then we spoke with the supervisor nidhi who informed us that the flight is scheduled to depart at 8:15 (flight- FLT1807867) was preponed and they gave the message to Ms. Krishna on phone, SMS ed and sent a mail informing the same. We did not get any message or any mail. We don’t even know who Ms. Krishna is!!! We also spoke with the manager there. I am unable to remember the gentleman's name (I think Naresh), who told us that they cannot help us and the money will not be refunded. But since we have made the reservation through make my trip, and the ticket we had specifically said is refundable, hence we should be able to get it from them. Getting to the floor supervisor took us so much time due to his unavailability that it was time for the flight to take off.

We spoke with gagan and tenzel from make my trip and no signs of relief. We were asked to get in touch with indigo. If this is how it goes then why should one ever book a ticket through makemytrip and not go directly to the airlines??? Make my trip asked us to get in touch with indigo and vise versa; it is just a vicious circle.

First of all if we did not receive a message then it’s not our fault. Secondly since we were half an hour earlier than the flight's actual departing time, we should have been offered another ticket for the next flight or a refund should have been given. Thirdly the unwillingness to help from indigo really put us off not to mention the trauma of not being able to be with my sick grand mother.

We went ahead and booked another tickets through spice jet. which costed us another heavy amount. This was our first encounter with indigo and I will ensure I mention this to every single person I can.

We not only lost approximately 12k but the amount of trauma that we had to go through is priceless. We were unable to say goodbye to our grand mother. Thanks to all the miscommunication.

Indigo's advertising line is the coolest airline in India and makemytrip's is wish.click.go in my case it’s been a complete disaster and ridiculously handled. I am sure this is a way for the budget airlines to earn money. They must have given the ticket on a higher price to someone else.

Regards
Sushmita Singh

Dear Sir/Ma'm;
Since the first time that I flew on Indigo some 1.5 yrs ago I had a very high esteem about you and your employees in all sense of the word.

On 1st May 2008 under the booking PNR ZI1RLD my mother;wife and 3 yr old son was travelling from Pune to Kolkata by flight 6 E 410.As a measure of prudence since I bought this ticket on my credit card I accompanied them to the airport.All was fine except the security asking for individual I cards for my mother ( 56 yrs and a homemaker); my wife 28 yrs & a homemaker) and my son (3 yrs old ).On explaining they asked me to get a seal from your counter at the Airport.

At the Indigo counter I got a rude initial shock.There was this lady Ms.Tina with a unforgettable pout who thinks she is the CEO of Indigo or maybe the Miss Universe 2008...she simply refused to assist me anyway in this subject.'We cannot seal'...at my wits end and panicked I fervently requested her ...then she went on a sermonising trip as to why can't my mother;wife and son have a I Card.Finally I spoke to a male staff who asked me to wait till your security incharge arrives.

The security incharge was very cooperative and just saw my credit card copy and patiently heard me.Then on his instruction the same Tina stamped the paper and my wife;mother and son finally entered the airport and completed the journey.

The point here is how do you see Ms. Tina's role here? I am sure Jet Airways or Kingfisher they wouldn't have behaved such uncouthly in such a case.Not only me just behind me there was a old man who tried to speak to Ms. Tina and was dejected by her disposition and left the counter aghast.

I am sure no where in the country we will ever again see such a haughty and rude Indigo staff.I am also sure that had it been Jet Airways or Kingfisher or else then persons like Tina would have been instantly sacked.

Why shouldn't Tina be sacked?Atleast she should learn manners from the girl who was so courteous next to her or the male staff who helped me.

I sincerely request you to review this episode and please ensure that no other passenger in similar dire straits face characters like Ms. Pouty {Oops!!} Ms. Tina again.

Thanks & Regards;
Siddhartha Ghosh

This is to inform you, i was suppose to travel by INDIGO, PNR No.MM5WAA, Flight No.6E-404 from Kolkata to Mumbai, Depature time- 17.40 Hours. I had reached airport by 17.05 Hours and there was a long que for scanning of the luggage. There was only one machine that did the scanning and that was shared with three Diffrent airlines. SPICEJET / MDLR and INDIGO due to this there was a further delay of 5 minutes for the scanning of my luggage.

The person named DEEPAK at kolkata airport at the checkin counter did not allow me to checkin inspite making several requests that i had turnedup on time. Thus he did not allow me to board the flight because the delay caused by Indigo person at the checkin/scanning counter and the worst thing is that the Guy / Deepak of Indigo airlines did not even cared to talk properly and started argueeing about the delay. I belive if at the time of checkin he wouldn't had argueed and tried to let me board the flight than it would had been a good service to customer.

Inspite of delaying and missing my flight i requested him to give it in writing the checkin time of mine that is 17.10 Hours he simply refused saying its not in our policy and the sadest thing is he has no manner to talk with the customer. As far as the policy is concerned than it is no where written that the scanning machine will be shared by three airlines.
Therefore, i requested Indigo airlines to kindly refund my money but they simply refused to my request.
Nikita Savani