Indigo Airlines' traps customers in turbulent cycle of failed transactions

In a disturbing series of events, Indigo Airlines' integration with the JusPay system has allegedly morphed into a nightmare for its customers. The supposed convenience of online bookings has backfired, leaving a trail of frustrated passengers grappling with a dysfunctional payment gateway.

Numerous customers report that, after navigating the entire booking process on Indigo's website, the final step – payment – becomes an insurmountable hurdle. Whether opting for UPI or credit card transactions, the payment rarely processes successfully. But the ordeal doesn't end there. Those who do see their payments go through often find themselves in a void, with no booking confirmation in sight.

The airline adds insult to injury. Customers, already stressed by the uncertainty of their booking status, are handed a "dummy PNR" after sharing their transaction details with customer care. This interim measure, far from resolving the issue, often leads to further chaos. Without a transaction ID screenshot – a step most customers understandably overlook – retrieving booking details becomes a Herculean task.

The dummy PNR, a shorter reference number for further communication, offers little solace. Even after lodging a complaint and receiving this number, many customers find their bookings uncompleted. The fallout is not just the loss of time and money; they also face the frustrating reality of fare hikes. As suggested by Indigo's call centers, waiting hours or even a full day to reattempt booking often leads to increased prices, a burden unjustly shouldered by the customer.

The dilemma intensifies as passengers realize that successful bookings are more likely through third-party platforms, a workaround that underscores the inadequacy of Indigo's own system. Interestingly, this issue is predominantly reported by users of Indigo's mobile application and site, rather than its desktop version.

IndiGo-JusPay partnership

The partnership between IndiGo, India's leading carrier, and Juspay, a renowned payment innovator, began with high expectations on May 30, 2023. This strategic alliance was intended to revolutionize the payment experience for IndiGo's customers, offering a smooth and secure process for flight bookings across a variety of currencies.

IndiGo, known for its commitment to hassle-free customer experiences, saw the integration with Juspay as a critical step in enhancing its digital touchpoints. The goal was clear: to facilitate easier, faster, and more secure payments for its customers. "As a customer-centric airline, we are committed to provide our customers with the best possible experience at every touchpoint," said Neetan Chopra, Chief Digital & Information Officer, IndiGo at the time of integration. Juspay's advanced technology was expected to streamline the payment process significantly.

Sheetal Lalwani, Chief Operating Officer of Juspay, echoed this sentiment at the time. "We are thrilled to be partnering with IndiGo to support their goal of providing a seamless and hassle-free booking experience for their customers." The integration of Juspay's Express Checkout product promised a native experience, smart routing, and a comprehensive analytics engine to enhance payment operations.

However, the reality that unfolded was starkly different. Customers soon found themselves entangled in a web of failed transactions and booking uncertainties. The seamless experience envisioned turned into a series of technical glitches, leaving customers frustrated and inconvenienced.

Danish M., a frequent IndiGo flyer, expressed his dismay, noting the stark contrast between the airline's usual operational efficiency and the current payment system's failures. "Indigo is an excellent example of how low-cost carriers should operate with efficiency... However, the recent tech glitches in the payment are an aberration," he remarked.

This recurring issue, plaguing customers for months, has yet to elicit a public response from Indigo Airlines. The airline's silence and inaction have driven its customers to seek intervention from the Directorate General of Civil Aviation (DGCA), citing multiple instances of failed customer service and forced fare hikes.

The situation is dire. Customers, having planned and paid for their travel on time, find themselves not only financially strained – sometimes paying double or triple the original fare – but also unable to travel as per their schedule. The reliability of Indigo Airlines as a carrier is in question, as passengers are left stranded, both literally and figuratively.

As we await comments from Indigo Airlines and the DGCA, the plight of the passengers stands as a stark testament to the airline's apparent insensitivity to its customers' distress. The saga continues, with hopes for a resolution hanging in the balance.