Flight Cancellation Due to Coronavirus: IndiGo Requests for Customers’ Patience and Support

IndiGo is sending out emails to customers who are furious over call centres unable to take calls on their queries related to flight cancellation and rescheduling due to Coronavirus. IndiGo says that their incoming emails and calls had spiked 5 times in volume in the last few days as customers are trying to reach out to them in large numbers.

Several customers even expressed their disappointment regarding the same on social media platforms. “Airline companies are least concerned about the Critical Situation due to worldwide COVID 19 infection and are taking undue and unethical advantage of the situation by not responding to the calls on customer care numbers regarding cancellation/rescheduling of prebooked tour,” wrote Raj Mahendra Singh to DataQuest.

“I am also experiencing the same issue, call is not getting connected to the call center and not getting reply in case of email. Travel date is coming near , need refund or reschedule to may asap,” says Pooja Handa.

However, IndiGo requesting their customers’ ‘patience and support’ through an email has said “We are requesting your patience if you are trying to reach us, as our incoming emails and calls have spiked 5 times in volume in the last few days. This is a consequence of the spate of travel advisories that governments have issued across the globe, which have resulted in a change of travel plans by many of our customers.”

IndiGo has also said that to address this unprecedented surge in volume, they had requested their teams in customer relations to work six days a week instead of five and were also moving a large number of airport staff into their customer relations department. Furthermore, their call centers in Gurgaon, Pune and Chennai, and are working round the clock to serve our customers says IndiGo.

“We know it must be frustrating for you not to get an immediate response to your question or to be on hold for an extended period. Our sincere apologies for these wait periods and please be assured that we are trying our best to keep up with the increased demand,” adds IndiGo in its email.