IndiGo has been proud to reinstate its passenger operations this week, operating over 200 flights a day to 51 cities around the country. At the same time, we are painfully aware that continuing last minute changes in regulations, mandated by State Governments at short notice, are causing a huge number of disruptions for our customers, and accessing our call centre has become very difficult. Our incoming call volume has spiked sharply, but owing to the lockdown regulations in various cities we have been unable to deploy a full work force at our call centres. As India’s most reliable and trusted airline, we are very aware that our service is not up to our usual high standards and we are all working hard to improve it.
We will be notifying all customers in case of any change in flight schedule. We would like to
encourage all our customers to use our website if possible, where we will be offering “Plan B” as the
easiest means to rebook flights. If facing difficulty, customers can use the Dottie chat functionality on
the website or contact us on social media. Customers should not contact our call center by voice if at
all possible. In case we are not able to offer an alternative, and the trip has to be cancelled, then we
will place the amount paid into a credit shell within 24 hours.
Rono Dutta, IndiGo’s CEO, commented, “As India’s most trusted airline, we pride ourselves on the
quality of our customer care in these difficult times. My whole team and I are working intensively to
deal with the last-minute changes to our schedules, and I apologize to those customers who cannot
get through quickly to our call center. By using our automated chat and social media, we will do our
best to address your issues speedily.”