IndiGo’s In-flight Service Changes Face Criticism for Lack of Customer Flexibility
IndiGo, a leading budget airline, has faced criticism over its recent alteration in in-flight services, prompting dissatisfaction among passengers. The uproar began when a traveler took to a popular micro-blogging site to express dismay over IndiGo’s new policy of discontinuing the individual sale of beverage cans. The aggrieved individual highlighted that the airline now requires passengers to purchase beverages only in conjunction with a meal, eliminating the option for standalone purchases like coffee or tea. This move has stirred debate, with critics asserting that it compromises customer choice and contradicts the airline’s proclaimed commitment to customer centricity.
The discontent gained traction when D Prasanth Nair shared images of IndiGo’s snack menu, emphasizing the restriction on purchasing beverages separately. Nair remarked, “Recently took an IndiGo flight. Surprised to find that they don’t sell tea/ coffee separately. Not an example of customer centricity.” This sparked a viral response, with numerous users chiming in to express their discontentment. One user lamented the airline’s prioritization of profitability over customer preferences, citing experiences of limited choices even with pre-orders. Another raised concerns about discomfort due to thin seat cushions, highlighting issues faced by passengers of varying body types.
In response to the growing backlash, IndiGo defended its revised service model, stating that it aimed to provide an efficient, sustainable, and affordable snack experience while aligning with environmental goals. The airline emphasized offering a complimentary beverage with any snack purchased onboard, linking the initiative to its commitment to sustainability. However, some users pointed out that the airline failed to address the core concern raised regarding the lack of flexibility for passengers who desire standalone beverages without a mandatory snack purchase, questioning the airline’s actual dedication to customer-centric practices.
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