Podcaster Prakhar Gupta.
Credit: X/@prvkhvr
Popular podcaster Prakhar Gupta, known as the host of the YouTube podcast Prakhar ke Pravachan, on Thursday took to social media to vent his frustrations with Indigo airline for handling of a preponed flight.
In a post on X, Gupta detailed his subpar experience with the airline, saying that the airline preponed his flight by 15 minutes, just 2.5 hours before the scheduled time. which the airline informed him through a small text message at 4 am. He claimed that when he barely made it on time, 5 minutes before the flight's departure, the crew refused to check in his bag and made him pay for a new flight.
"How do you change a flight time and PREPONE it, 2.5 hours before the flight at 4 AM in the morning, expect me to make it on time, and then when I do get there 5 minutes behind on the NEW TIME , you do not let me check in my bag and make me pay for a new flight?" he wrote in his post.
He continued, "I got no email, and one measly text at 4 AM this morning that my flight time has been preponed from 645 to 630, and you close your check in counters according to 630?? There has to be some sanity in flying in this country. Flight providers cannot whimsically play with people’s times and lives without us being compensated, and more so without making us pay more for their errors. This is a violation of any reasonable terms of service."
He further slammed the staff's unprofessional behaviour, saying that the "Indigo staff was rude to him and his co passenger".
"Your staff was rude to me and my co-passenger, accusing us of filming when we were not filming, because I politely asked them the same question- How could they change flight time two hours before a flight and charge me extra?" he said.
"They were also unprofessional, playing very distasteful private voice messages to each other on speaker phone and giggling at the obscenity while “resolving” our issue," Gupta added.
The podcaster further said that the airline charged him Rs 3,000 per ticket for the new flight.
"And the language of the resolution is suspect - the lady literally began with 'Sir, the actual charge of this change is Rs 40,000 (original ticket for not more than 15) but I will charge you only a minimum price of Rs 3,000 per customer'. A 90 per cent discount? Instantly? Without me asking for it? Super suspicious," he wrote.
"Everyone asks you to go to the next counter, trying to exhaust your anger and genuine frustration. You waste my time, you take more of my money, but no one dares take any accountability," Gupta concluded.
Responding to his post, Indigo said, "We are currently looking into this and will reach out to you soon to resolve the matter,"
Responding to his post, Indigo said, "We are currently looking into this and will reach out to you soon to resolve the matter,"
Following the Indigo's reponse, Gupta the accused the airline of bribed him with Rs 6000 to remove his post from social media.
"Your team tried to bribe me with 6000 rupees to remove this post. No apology, either written or verbal, issued. However, safe to say that social media pressure does work. Apparently Indigo HQ is now involved, but no help has been offered. I have a few questions for the CEO, please tell him Ill fly him out first class to my studio, and show him the unwavering Indian Tolerance we are famous for. Let us see what happens when we air that episode," he wrote.
The airline responded to him by stating that even if the flight was on-time, he still would have been late to the check-in counter and wouldn't be allowed on the flight. Despite this, Indigo said that their crew tried to accommodate him on another flight for a minimal fee.
Indigo's reply to Prakhar Gupta's posts.
Indigo wrote, "Mr Gupta, thank you for taking the time to speak with us. We understand that missing a flight can be challenging and regret the inconvenience caused.
Your flight was advanced by 15 minutes due to operational reasons. In our endeavour to keep everyone informed, we ensured that the update was communicated to your registered contact details.
Since you arrived after the check-in counter had closed, as per the stipulated timeline of 60 minutes prior to departure, our team was unable to accommodate you."
Further, Indigo released a statement on the issue:
"In light of airspace restrictions associated with Republic Day, flight schedules for all airlines operating from Delhi, including ours, have been affected. We promptly communicated these schedule adjustments to passengers upon implementation. Our teams made every effort to assist passengers arriving after the revised timings.
In one instance, a passenger who arrived beyond the original flight time was extended the option of an alternative flight with minimal charges.
Later, the customer was offered a refund of fees charged towards reaccommodation on next flight amounting to Rs 5,998 in total, for him and his co-passenger, purely as a goodwill gesture for brand loyalty.
At IndiGo, we prioritise courteous guest support and strive to deliver a positive travel experience for all our customers."