Please find below my email conversations with your customer care. It's been 3 months now and yet no revert:
From: Achintya Karmakar [mailto: [email protected]]
Sent: 28 September 19:15
To: 'IndiGo Customer Relations'
Subject: RE: Bad Experience!!! j82dbf
Dear Shilpa,
Thank you for the prompt response, and I’m aware of what, who, why??? Etc. but all i was trying to say that was, if suddenly some airport policies change, some kind of leverage needs to be given to the passengers too. Never had i said that the plane should have waited for me but all i asked for is that when i re-booked the next flight a nominal fee would have been acceptable but paying a full price for the next flight is just a rip off. Rest is upto you what you can or can’t do.
However, i would appreciate it, if i can get the email id and number of your Vice president, as i would love to talk to him because i have heard from friends and colleagues that he appreciates when passengers give him feedbacks directly.
Regards,
Achintya.
From: IndiGo Customer Relations [mailto: [email protected]]
Sent: 28 September 18:48
To: Achintya Karmakar
Subject: RE: Bad Experience!!! j82dbf
Dear Mr. Karmakar,
We sincerely regret the inconvenience caused, but we are hopeful that you can understand the need for our policy.
It is simply not possible for us to hold a full 180-seat aircraft to wait for a few customers who, albeit perhaps through no fault of their own, arrive past the scheduled time. And, because traffic jams and other delays in transit to the airport or even at the airport occur with some frequency, we strongly recommend that our passengers plan to arrive two hours prior to schedule to departure to allow for such mishaps.
Thus, while we must respectfully decline your request in this instance, we hope that you will choose IndiGo for your future travel and that we will be able to show you a product and service that we are proud to offer.
Best Regards
Shilpa Panwar
Customer Relations
InterGlobe Aviation Limited ("IndiGo")
Tower C, 3rd Floor, Global Business Park
Mehrauli Gurgaon road
Gurgaon- 12 Haryana
Phone :- 91 124 435 2500
Fax: 0124-4068536
Call Centre :- 09910 383838
Toll Free :- 1800 180 3838
Best Low Cost Airline in India, at the SKYTRAX World Airline Awards 2010 in Hamburg
From: Achintya Karmakar [mailto: [email protected]]
Sent: Tuesday, September 28 12:35 PM
To: IndiGo Customer Relations
Subject: RE: Bad Experience!!! j82dbf
FYI.By full refund i meant the complete ticket cost of the flight that i had to re-book for Sunday evening. If you are doing it, kindly reverse the amount to my HSBC credit card through which i had booked my flight for 26th evening.
From: Achintya Karmakar [mailto: [email protected]]
Sent: 28 September 12:28
To: 'IndiGo Customer Relations'
Subject: RE: Bad Experience!!! j82dbf
Dear Shilpa,
Thank you for your concern. I just got a call from my ticketing agent that the tax refund that you’ve mentioned is not a full one and i will only receive 225 rupees and the agent will charge 150 rupees to process it. So i will receive a refund of about INR 75/- approx? I really don’t understand if it’s a prank or reality?
Do me a favour, either give me full refund or forget about it completely. Anyways I’m going to intimate my agent not to book me or any of my colleagues through Indigo in future. I and my colleagues travel atleast 8-10 times in a month on an average that’s about 40-50 ticket’s per month.
About the staff mentioned, she was rude but considering her age and the pressure, i would suggest someone with more maturity needs to be hired to address such situations at the airport.
Regards,
Achintya.
From: IndiGo Customer Relations [mailto: [email protected]]
Sent: 27 September 14:08
To: Achintya Karmakar
Subject: RE: Bad Experience!!! j82dbf
Dear Mr. Karmakar,
Thank you for choosing IndiGo.
With reference to your mail, while we regret the inconvenience caused, we are hopeful you can understand the need for our policy.
At IndiGo we always try our level best to assist passengers who report marginally, past the scheduled departure of the flight by trying to accept them for the same flight. However, this effort is based on lot other factors, for e.g. check in baggage, congestion at security hold area, flight status, status of flight closure reports etc. Our endeavor is to accommodate passengers request as far as possible, without compromising on our on time performance. To maintain the same, we close check in counters exactly 45 minutes, prior to the departure of the flight. This is also mentioned on our conditions of carriage agreed at the time of making reservation. And, because traffic jams and other delays in transit to the airport or even at the airport occur with some frequency, we strongly recommend that our passengers plan to arrive two hours prior to schedule to departure to allow for such mishaps.
As per our records, you reported at counter post closure of the counters. Accepting you was simply not possible for this flight. Sir, there was no reason/rhyme for staff not to accept a legitimate passenger when seats goes reserved in the name of passenger. We will appreciate your understanding on the fact that the airport team not only followed policies and procedures. There was no attempt to hurt your sentiments.
With regards to the behavior of the staff, your mail was already addressed to the Vice President – Airport Operations & Customer Services. This has been additionally shared with the corporate learning and development team to counsel the concerned staff to be more sensitive and render services with warmth and courtesy.
Further, we will be refunding the taxes shortly.
We realize you may not agree with the current policy, but we feel strongly feel that it is this sort of discipline that allows us to bring consistently affordable fares, every day.
In case of any further assistance, please feel free to contact me.
Best Regards
Shilpa Panwar
Customer Relations
InterGlobe Aviation Limited ("IndiGo")
Tower C, 3rd Floor, Global Business Park
Mehrauli Gurgaon road
Gurgaon- 12 Haryana
Phone :- 91 124 435 2500
Fax: 0124-4068536
Call Centre :- 09910 383838
Toll Free :- 1800 180 3838
Best Low Cost Airline in India, at the SKYTRAX World Airline Awards 2010 in Hamburg
From: Achintya Karmakar [mailto: [email protected]]
Sent: Sunday, September 26 5:33 PM
To: IndiGo Customer Relations
Subject: Bad Experience!!! j82dbf
Dear Concerned,
Hi. I’m Achintya Karmakar, a fellow hospitality trainer and a irate customer with Indigo Airlines.
I was supposed to board a flight at 14:45 hrs from Delhi to Mumbai yesterday i.e. 25th Sept. When i was a bit late and instead of checking-in 45 mins prior i checked-in 30 mins (Due to heavy traffic and road blockage) to which i was told that i cannot board and i need to speak to someone at gate 1.
I met Ms. Sakshi, and she rudely replied that nothing can be done and i need to buy a new ticket, she was constantly talking to other colleagues but never did she show empathy nor concern towards me or my situation. I understand that the rules of boarding have changed lately but have you actually checked how many people on an average miss their flights daily because of that?? I’m not saying to break the rules but atleast try and show some concern.
Let me explain it better with a similar situation i faced recently with Jet Airways. Fortunately/Unfortunately, i had missed my flight from Mumbai to Delhi once, but they not only quickly organised me a ticket for my next flight but also they charge a nominal fee of inr. 750 only towards the re-booking of the ticket (in my case it was done for free as they empathised with my situation).
I had to re-book myself onto a flight today and pay around 5 k out of my pockets. If your idea is to teach the passengers a lesson of not arriving late, you are successful in doing that because I’m at the airport at 1700 hrs for a 1825 hrs flight to Mumbai, but consciously / sub consciously i would always avoid flying with Indigo airlines and so will another atleast 25% of your current clientele.
If this email sees the light of day and any of it is taken seriously i would definitely like to hear from you.
Regards,
Achintya Karmakar
Training Manager
Travel Food Services Pvt. Ltd.
91-98196-08313.
Now fly IndiGo 7 times non-stop daily between Delhi & Mumbai. Book now @ www.goIndiGo.in
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CONFIDENTIALITY NOTICE & DISCLAIMER
The contents of this e-mail are confidential to the ordinary user of the e-mail address to which it was addressed and may also be privileged. If you are not the addressee of this e-mail you may not copy, forward, disclose or otherwise use it or any part of it in any form whatsoever. If you have received this e-mail in error please e-mail the sender by replying to this message. The recipient should check this email and any attachments for the presence of viruses. InterGlobe accepts no liability for any damage caused by any virus transmitted by this email.
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