Goindigo airlines
CUSTOMER DISSATISFACTION

Interglobe Aviation Limited ("IndiGo")

Tower C, 3rd floor, Global Business Park

Mehrauli Gurgaon Road

Gurgaon - 12 Haryana

Fax:- 124 406 8536

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 to accept and confirm the same, to enable me to take alternative recourse.

Thanks and regards.

Tarun P. Lala

"SRISHTI" FLAT NO. 3A, 34F SHIB KRISTO DAW LANE, Kolkata-700054

Mobile-91 98303 62583;emails: tarunplala@hotmail.com, @yahoo.com

Land Line - 91 33 6545 5252

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From: tarunplala@hotmail.com

To: customer.relations@goindigo.in

Subject: RE: Your IndiGo Itinerary

Date: Wed, 31 Dec 17:25:09 0530

Dear Sir,

From the contents and the spirit of the below-mentioned communication I am grossly disappointed, to say the least. As I said, it is not the quantum of money that matters, in the instant case. It is the attitude and spirit that is reflected by the stand that you have taken in replying in a routine fashion which not only smacks of ultra red tapism of your esteemed concern but also shows extreme lack of concern towards bonafide registered customers. Your highhandedness in dealing with a genuine grievance (if at all you are sensitive to the issue regarding passing on benefits to your customers) is srongly deplorable and rather unfortunate.

In fact, I got a taste of your attitude, when your below-mentioned customer relations officer had the cheek to mention "if we had raised the surcharge by Rs. 1000.00 would you be willing to pay? " My question is whether this is your official stand too? If yes, you can yourself imagine how insensitive and rude you can be to a customer of yours.

Initially I was making a humble request to you albeit a genuine one. Now I demand the following :&

1. Explanations from you for such comment from your customer relations officer, which is thoroughly unprofessional against customer governance.

2. Immediately refund the excess amount of fuel surcharge you had realised from me, which was reduced subsequently and I am well within my rights to get the benefit passed on to me.

3. Your contention "when you made the booking, you got the best fare available then" is absolutely not tenable, as you too have enjoyed the funds from that date and it is a mutually benefitial arrangement and you are bound to pass on any benefit to a customer, as per the law of natural justice.

4. Further, if your actual motive is good / excellent customer service, you have no business to charge more on upwardly revision of fare too.

5. Under no circumstances, I can be penalised for purchasing my tickets in advance and you have no business to do so. In one hand you are harping on for being 'early birds' and thereby ensuring capacity utilisation and in the other hand you are penalising for advance purchase, which is simply NOT done.

6. As it is a non-refundable ticket (which has been made per-force) if terms and conditions of travel is changed either you shall have to offer full refundability or pass on the benefit to the customer, without fail.

Further, any lapse in proper response to this mail shall be deemed as customer dis-service and shall be dealt with accordingly. I hope that you shall rise to the occasion and not force me to escalate the issue to other authorities.

Thanks and regards.

Tarun P. Lala

"SRISHTI" FLAT NO. 3A, 34F SHIB KRISTO DAW LANE, Kolkata-700054

Mobile-91 98303 62583;emails: tarunplala@hotmail.com, @yahoo.com

Land Line - 91 33 6545 5252

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From: customer.relations@GOINDIGO.IN

To: tarunplala@hotmail.com

Date: Wed, 31 Dec 11:05:38 0530

Subject: RE: Your IndiGo Itinerary

Dear Sir,

Thanks for choosing IndiGo.

With regards to your mail, we would like to clarify when you made the booking, you got the best fare available then. Further any hike in the price or the reduction is applied to new bookings done after the change is applicable. Please note that IndiGo fares, including any component thereof (basic fares, surcharges and taxes), may be updated without notice; however, once you have already made a booking, the fare will not be changed. When you make your booking using IndiGo’s website or through our call center or airports or authorized agents, you will be notified of all of these components of your fare so that you can see how they make up the total price you pay.

The surcharge and tax are two different components, tax part is only Rs.225 known as passenger service fee.

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.

In case of any further assistance, please feel free to contact me.

Sincere Regards,

Mohit Arora

Customer Relations

Interglobe Aviation Limited ("IndiGo")

Tower C, 3rd floor, Global Business Park

Mehrauli Gurgaon Road

Gurgaon - 12 Haryana

Fax:- 124 406 8536

Web:- www.goindigo.in

From: tarun lala [mailto: tarunplala@hotmail.com]

Sent: Tuesday, December 30 6:31 PM

To: IndiGo Customer Relations

Subject: RE: Your IndiGo Itinerary

Dear Sir,

This has reference to the below-mentioned booking sent to me by e-mail. I understand, that after I had purchased the referred tickets on the 15th November there had been substantial reduction in the fuel surcharge for the range of fare tickets purchased by me. Therefore, I request you, as a gesture of goodwill and excellent customer service to a registered client of yours to refund the difference amount to my credit card account, and oblige. In this connection please refer to the telecon that the undersigned had with Mr. Tarun, your customer service personnel who was kind enough to suggest this course of action at 18.00 hours during a call to your customer support helpline today, i.e. 30-12.

Although and as the amount is not too large, your gesture, will obviously go a long way in word of mouth publicity for your esteemed airlines and I am sure you will honour this request from the under-named and oblige.

Thanks and regards.

Tarun P. Lala

"SRISHTI" FLAT NO. 3A, 34F SHIB KRISTO DAW LANE, Kolkata-700054

Mobile-91 98303 62583;emails: tarunplala@hotmail.com, @yahoo.com

Land Line - 91 33 6545 5252

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From: reservations@goIndiGo.in

To: tarunplala@hotmail.com

Subject: Your IndiGo Itinerary

Date: Sat, 15 Nov 09:03:00 0530

Visit us @ goIndiGo.in or Call (0) 99 10 38 38 38

Toll free 1 800 180 38 38

Booking Reference ZZC4DF

A copy of this itinerary is required at check-in with a valid photo id for each person travelling.

For detailed terms and conditions, log on to www.goindigo.in

Important Information: Besides valid photo identification, please note the following additional requirements for bookings made using credit cards. Any failure to do so, for any reason whatsoever, shall result in IndiGo denying boarding privileges to the customer/passengers (s).

1. Indian Credit Cards: Customers are required to present the credit card or a photocopy of the credit card used to pay for the booking, at the time of check-in.

2. International (Non-Indian) Credit Cards: Credit Card holders are required to be a part of the travelling party and present the physical card at the time of check-in.

IndiGo Passenger (s)

Ms Trishita Lala

Ms Arshi Dutta

Company: Goindigo airlines
Country: India

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