Dated: 1-January
To,
The Customer Relations Manager,
Interglobe Aviations Limited,
Gurgaon, Haryana
Dear sirs,
SUB: RE-BOOKING TO ORIGINAL RETURN SCHEDULE AND REFUND OF EXCESS AMOUNT
We had made the following flight bookings in GoIndigo airlines VIDE PNR No. T9TNLB for the following schedule:
Date Flight No. Dep. Time From To
2-Jan-11 6E-319 6.00 AM Hyderabad Mumbai
5-Jan-11 6E-258 3.20 PM Mumabi Hyderabad
Due to personal reasons we had to change the onward journey from 2-Jan-11 to 3-Jan-11 Flight No. 6E-319. Accordingly, we selected See/ Change Booking option in the GoIndigo website and then in the next screen, filled in reservation details like Booking Reference, Passenger Name, Origin City and Destination City and clicked “Get Itinerary”, wherein the Reservation Lookup/ Flight details were displayed.
In order to change the Onward flight booking from 2-Jan-11 to 3-Jan-11, we selected “Change Flight” option.
Here, you may notice that the “Change this flight (Details) have been “enabled” for both Onward and Return flights by default, which means that GoIndigo is exercising their option of changing both flight details whereas the option of selecting the flights should have been the prerogative of the customer.
On changing the date of the Onward journey as required i.e. to 3-Jan, we proceeded to selection of the flight 6E-319 departing at 6.00 AM on 3-Jan-11, we proceeded to payment by selecting “Select & Continue”, without realizing that the return journey has been randomly modified by the website.
On obtaining the print out of the ticket, we realized that the return journey has been changed to 8.05 PM on 5-Jan-11.
On contacting your Customer care on Phone No. 09910383838, I was made to speak to your Mr. Jitender, to whom I explained the flaw in the website, and then was put to Ms. Anju, Supervisor, who understood and agreed that there was a flaw in the website and would speak to the back-end personnel and get the flight booking changed to 3.20 PM on 5-Jan and also the refund of excess amount, within an hour i.e.by 12.15 PM. I was assured that I would get a call-back from the concerned once it was done.
On not hearing from your Customer Care until 1.00 PM, I called Customer care, wherein Mr. Karan spoke, to whom the problem was explained. He put me on hold and checked to inform that it would be corrected before 6.00 PM today i.e. 1-Jan.
On contacting Customer Care again around 5.15 PM, one Mr. Shafiq attended my call, to whom the problem was explained again. On insistence to speak to the Manager/ Supervisor, he put me on hold hesitantly and brought in Mr. Vikas Kumar, Duty Manager on line. On explaining the problem with the website, he was not willing to check the problem with the website and went on informing me that if I want to change the flight to 3.20 PM departure, I would have to change it again by payment of necessary charges.
When I explained that the flaw is in the website, he was only muttering that I would have to change the flight booking if required. I regret to inform that he, as the duty manager, was callous in his approach and did not have the courtesy to check the grievance of the customer. This speaks ill about the GoIndigo management, which has recently been awarded the Best Airline award by Air Passengers Association of India, evaluated on six criteria.
I request you to accept the flaw in the website and arrange to rebook the return journey to Flight No. 6E-258 on 5-January – departing 3.20 PM from Mumbai at no extra charge and also arrange to refund of the excess amount of Rs. 1, 800.00 changed to me.
Looking forward to your confirmation on the above positively by 2-January.
Regards
P.K. Mathur
Mobile No. 09949908686
Email: [email protected]
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