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Is Monopoly of Indigo In Indian Airspace Leaving Indians In A Harassing State Of Mind? Why Is Government Not Able To Take Any Strong Action?

The appalling service experienced on recent flights with IndiGo has caused significant disappointment and frustration. The incidents occurred on January 6th, 2025, during flights from CCU to MAA (PNR Q8TL7E) and MAA to CCU (PNR T7TPJX).

A delay of an unacceptable 5 hours was reported for the CCU-MAA flight. Passengers were made to endure this delay while remaining inside the aircraft, a situation that was described as intolerable. The compensation provided for this prolonged inconvenience was limited to a packet of chips and a single piece of cookie, which was considered inadequate and dismissive of passengers’ needs.

Additionally, the behavior of the customer attendants and air hostesses on both flights was found to be unprofessional. Specifically, the attendants, including an individual named Eram and the team on the return flight, were described as extremely uncooperative and rude.

As a loyal customer with many positive memories associated with flying with IndiGo, the experience was particularly shocking. It has been suggested that InterGlobe Aviation’s focus on maintaining its status as a low-cost airline has led to compromises in service quality, which is viewed as detrimental to customer satisfaction.

Immediate action has been requested to address these issues and ensure better training for staff members. It is hoped that future efforts by IndiGo will prioritize enhancing the customer experience and aligning services with the expectations of loyal customers.

In addition to the incidents described, past occurrences have highlighted similar issues with IndiGo’s operations:

  1. Tail-Strike Incident: The Directorate General of Civil Aviation (DGCA) suspended IndiGo pilots following a tail-strike incident on a Delhi-Bengaluru flight on September 9.
  2. Air Conditioning Issues: Ex-Infosys CFO Mohandas Pai publicly criticized IndiGo for an incident in Bengaluru, where passengers were reportedly left without air conditioning.
  3. Aircraft Damage at Kolkata Airport: A bizarre accident at Kolkata Airport resulted in damage to the wingtips of two aircraft, raising concerns about operational safety.
  4. Bomb Threat Diversion: An IndiGo flight from Mumbai to Delhi was diverted after a bomb threat, marking the 12th such incident in just two days.
  5. Tyre Burst Incident: An IndiGo Bengaluru flight suffered a tyre burst upon landing, raising questions about aircraft maintenance and safety protocols.
  6. Customer Dissatisfaction: IPL star Abhishek Sharma expressed dissatisfaction with IndiGo, calling it the “worst airline experience” at Delhi airport.
  7. Baggage Overcharging: An IIT Delhi alumnus criticized IndiGo in a viral post for overcharging on baggage, which prompted a response from the airline.
  8. In-Flight Theft Allegation: A woman alleged that her mother was robbed on an IndiGo flight, with the airline’s crew reportedly taking no action. This prompted public criticism of the airline’s handling of such incidents.
  9. Seat Allocation Controversy: Harsha Bhogle, a renowned commentator, criticized IndiGo for changing an elderly couple’s seats without proper communication, which also led to public backlash.
  10. Recurrent AC Issues: Mohandas Pai again highlighted concerns about passengers being left on the tarmac in a hot aircraft without air conditioning, further damaging the airline’s reputation.

The compilation of these incidents paints a troubling picture of IndiGo’s service standards. While operational challenges may arise in the aviation industry, the consistent recurrence of such issues suggests systemic shortcomings. Customer grievances, ranging from delays and unprofessional staff behavior to safety concerns and inadequate compensation, have increasingly eroded trust in the airline.

Passengers and stakeholders alike have called for stronger measures to address these problems. Enhanced training for staff, improved operational protocols, and a more robust approach to customer service are among the proposed solutions. It is imperative that IndiGo takes these concerns seriously to restore confidence in its brand and ensure a safer, more pleasant travel experience for all passengers.

As one of India’s leading low-cost airlines, IndiGo bears the responsibility of setting industry benchmarks for reliability and service excellence. By addressing the highlighted shortcomings and learning from past mistakes, the airline has the opportunity to rebuild its reputation and strengthen its commitment to customer satisfaction.

Are all these the reasons why Indigo is called as India’s most unsafe airline?

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