Third class management just wasting your time at every stage of check in boarding don't take ever. Nonsense behaviour of staff. Extremely bad experience. DON'T go with indigo by looking brand only. AIR INDIA is far better

Travelling on Indigo Airlines is like travelling on a bus. It's a 6 hour flight there is no Englishtown entertainment, food is very bad, service is poor. I think Indigo should stick to domestic travel. It's not fit to fly internationally

Subject: Urgent Complaint Regarding Incorrect Information and Unprofessional Service

Dear Indigo Airlines Customer Service,

I hope this message finds you well. I am writing to formally lodge a complaint regarding the extremely poor service I have received from your team, which has left me both shocked and frustrated. As an international customer residing in Australia, I reached out to Indigo to inquire about baggage allowance before proceeding with my booking. Unfortunately, the information provided was not only inaccurate, but the customer service I received afterward was appalling.

Here are the details of my experience:

Initial Inquiry on 8th November:

I spoke with a female agent (whose name I do not recall) who confirmed that an additional 15kg piece of baggage would cost Rs 900. I also asked if the price would differ if I carried excess baggage in a single suitcase, and she stated the prices would vary.
When I expressed confusion about why an additional 15kg bag would be cheaper than excess baggage charges for 3-5 kg, she assured me that this was the correct information and that she would confirm with her supervisor. After a follow-up, she confirmed that the information was accurate, and I was satisfied with the details provided.
Booking Process on 11th November:

I went ahead with booking my hotels for my trip in December. When I called again to book my flights, I was shocked to find that the baggage information I had been given was incorrect. I was now told by a different agent, Ankit, that I would need to pay approximately Rs 8000 for an additional 10 kg of baggage—an entirely different and much higher amount than what I had been quoted previously.
Further Communication and Inadequate Support:

I called several times to clarify the situation and was passed from one agent to another—Tina, Divya, and others—each of whom either disconnected the call or transferred me without resolution.
On 12th November, I spoke with Vishal Kumar, who claimed to be a supervisor. When I explained the situation, he accused me of lying and insisted that the recordings of the previous calls showed I had been provided with correct information. However, when he answered the phone, he did not seem to have reviewed the details of my complaint at all, making it clear that no such review had been conducted. His rude and dismissive attitude was unprofessional and uncalled for.
Impact on My Travel Plans:

The misinformation has left me deeply frustrated, and I feel misled by Indigo Airlines. I have been misinformed about baggage charges and faced continuous disregard for my concerns. I am now unsure whether I can trust Indigo Airlines for the rest of my travel plans.
I had planned to visit India and had been looking forward to this trip, but after my experience with your airline, I am reconsidering whether this is the right decision.
I request the following actions:

A clear explanation regarding the discrepancies in the baggage charges.
A full review of the recorded calls, including the conversation from 8th November, and appropriate action to ensure such miscommunication does not happen again.
An apology for the rude and unprofessional behavior exhibited by Vishal Kumar and other customer service agents during my follow-up calls.
A refund or adjustment for the additional baggage charges, as I believe I was misinformed about the rates.
I hope this issue is taken seriously, as the service I have received has been nothing short of disappointing. I expect a prompt response and resolution to this matter.

Thank you for your attention to this matter.

Lately Indigo service has been horrible. The flight is late always and they make you sit in the aircraft for an hour before take off without any reason or explanation. It's suffocating and inhuman

Indigo staffs, wheel chair assistance , luggage check in and flight attendants all did wonderful job and they were so kind and careful with the elders and their needs. I would definitely recommend indigo airways. Best for elderly service.