Vistara — Extra amount charged for Premium Flexi upgrade, but no upgrade done

Address:

ATA SIA Airlines Ltd. Jeevan Bharti Tower-1,10th floor,124 Connaught Circus, New Delhi 110001, India

I booked a flight for my mother for an Ahmedabad - Delhi flight. I was charged $73.00 for a Premium Economy ticket. Later, I decided to buy an upgrade to Premium Flexi for which my credit card was charged an additional $18.00. However, upon enquiry, I found out that TATA SIA AIR VISTARA did not upgrade my ticket.

I sent an email to custrelations at Air Vistara and got an email (possibly auto-generated) and then from their Cust Relations Manager assuring me that my query would be resolved in 24-48 hours. I kept receiving a copy of the exact same email for the next 4 days once again with the same script assuring to resolve my query in 24-48 hours. In the meantime, I kept calling Customer Relations to see what the hell was going on! They kept me on hold for 30 minutes the first time and 45 minutes the second time and each time, I had to hang up as I had other work to attend to.

If there is one thing that the Cust Relations Team does not know, it is how to treat and serve their customers.. Then I called up again today and once again, I talk to this Cust Relations Representative and he keeps asking me for a ticket number for my query. Supposedly after filing a customer complaint by email, you are supposed to receive a ticket number which is inconspicuously buried in one corner of the email. They keep telling me that despite providing them all other relavant details including PNR/Booking Ref number they cannot somehow locate my email.

This has been one of my most frustrating and irritating experience with any airline so far.

STAY AWAY from AIR VISTARA...so much for being a TATA group airline

Absolutely Disgusting Customer Relations!!!