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I want to share my recent experience flying with Indigo Airlines on an international trip. My family and I were celebrating a significant milestone – my 40th birthday – with a vacation to Turkey. We traveled from September 20 to October 1st, 2024, and planned everything around the idea that Indigo Airlines would offer us a seamless flight experience, especially since it offered a direct flight between Mumbai and Istanbul. However, our experience was anything but smooth, and I hope this review will serve as a caution for others considering flying internationally with Indigo.
Booking and Initial Experience:
We are a family of four, and we had booked a round-trip with Indigo from Mumbai to Istanbul for our vacation. The flight was scheduled for 6:55 am on September 20, 2024 as a direct flight, thanks to Indigo’s codeshare arrangement with Turkish Airlines. For the return journey, we had a direct flight on October 1st, 2024 from Istanbul to Mumbai. Our family was excited, and we trusted Indigo based on previous good domestic experiences.
However, four days before our departure, Indigo sent us an unexpected notification – they canceled the direct flight from Mumbai to Istanbul. Instead of the promised direct flight, they rebooked us on a Mumbai to Delhi to Istanbul flight with a 30-hour layover! This was incredibly frustrating as we had made all our plans based on the direct flight.
Dealing with Customer Care:
After receiving this frustrating change, we immediately contacted Indigo’s customer care to express our concerns. Their customer service, unfortunately, left much to be desired. While they did offer us the option of a refund, we decided to continue with the revised flight because the return journey was still a direct flight. We thought we could bear the inconvenience of the onward journey as long as the return trip was hassle-free.
Customer care managed to rebook us on a 1:15 am flight on the night of September 19th (technically the early hours of September 20th). We flew from Mumbai to Delhi, landing at around 3:15 am. This was quite difficult, especially with two children, and we spent an exhausting night trying to manage our family with minimal sleep.
Mumbai to Istanbul Flight Experience:
After reaching Delhi at 3:15 am, we had to wait until 6:55 am for our connecting flight from Delhi to Istanbul. The entire experience was grueling, especially for our children, who were exhausted from a night of disrupted sleep. Indigo’s handling of the situation was poor. They showed a complete lack of care for families traveling with young children. Not only was the service on the flight mediocre, but there were also no considerations for the challenges we faced because of their last-minute cancellation. No compensation, not even an apology, was offered.
The in-flight service was particularly disappointing. Indigo did not offer any substantial refreshments – only a small glass of water (not even bottled water, just a small cup) was provided. For a flight of over seven hours, this level of service is unacceptable. The food quality was poor, and there were no options or accommodations for those with dietary preferences. Considering this was an international flight, I expected at least basic services comparable to other airlines in this category.
The cabin crew, unfortunately, did not make the experience any better. They were largely unhelpful, inattentive, and showed little concern for the passengers’ comfort. It felt like they were more suited for handling shorter, domestic flights rather than a long international journey.
Return Flight from Istanbul to Mumbai:
Given the stressful onward journey, we were really looking forward to the return flight, which was supposed to be direct. The flight was scheduled for 7:35 pm on October 1st, 2024. Unfortunately, the troubles continued.
When we arrived at Istanbul Airport, we found that the flight was delayed by four hours. There were no clear updates given at the airport, and the Indigo kiosk in Istanbul was not helpful either. Passengers were left confused and anxious, with no information on when the flight would actually take off. We waited at the airport with no updates, only to finally board the delayed flight.
We eventually landed back in Mumbai at 9:45 am on October 2nd, completely exhausted and frustrated by the experience. What was supposed to be a direct flight turned into another ordeal.
Overall Review:
After this experience, I cannot in good faith recommend Indigo Airlines for international travel, especially on their codeshare flights. For domestic flights, Indigo has been fairly reliable in the past, but their international service is a far cry from the standards set by other airlines.
1. Service Quality: The in-flight service was minimal, with almost no concern for passenger comfort on a seven-hour flight. The lack of basic refreshments like bottled water, the poor quality of food, and the unresponsive cabin crew made the journey quite uncomfortable.
2. Customer Care: Indigo’s customer care failed to provide adequate support when they canceled our direct flight. While they did offer a refund, the alternative flight they provided ruined the first night of our vacation and caused immense stress for our family.
3. Flight Delays: The return journey was marked by a significant delay with no proper communication or assistance at the airport in Istanbul. A four-hour delay with no explanation added unnecessary stress at the end of an already exhausting trip.
4. Cost: For the amount we paid – 1,40,000 INR for four people – the service was incredibly poor. Other airlines like Emirates or Etihad were available for slightly higher rates (1,54,000 or 1,66,000 INR for a round trip), and in hindsight, these options would have been far better in terms of service, reliability, and comfort.
Final Thoughts:
In conclusion, if you are planning an international trip, I would strongly advise against booking with Indigo Airlines, especially for long-haul or codeshare flights. While they may offer competitive pricing, the lack of service, poor communication, and disregard for customer experience make it a poor choice.
I hope this review helps others make an informed decision, and I sincerely hope Indigo takes these concerns seriously and improves their service, especially for international travelers.
Thanks,
Mohit