Indigo Airline’s Customer Snafus

This email came to me in the morning from Indigo. I sent a reply related to the “gender” issue the moment I received it but I still haven’t heard from them. When will they ever learn how to handle customers?


Dear Sir / Madam,

Seriously? You can’t be bothered to find out my gender? I am registered on the Indigo site, and I am a frequent traveler, but all you can come up with is, “Dear Sir/Madam?” 


Greetings from IndiGo

IndiGo is currently India’s largest airline with a market share of 31.7 percent as of Jun 2014; as well as the country’s largest and fastest growing low fare carrier.  All this wouldn’t have been possible without your continuous support and confidence in us. We thank you for giving us an opportunity to serve you and showcase you a product we are proud to offer.

And you don’t even know who I am! How can you thank me, when you can’t even take the trouble to find out whether I am male or female?


With every recognition and milestone achieved, there is always one question that stays with us – “how can we better our services”.

How about starting with taking the trouble to find out what gender I am?


The world is changing, so too are Airlines and their services.  It’s more on-line; more mobile; more social. Customers have higher expectation on how they engage and what services they want from their Airlines.

More mobile? I can’t use the Indigo App on the iPhone because there is no way to book “extras” like premium seats, food, etc.


We know – whether it’s on-line, on Mobile Devices, or at the Airport, our Customers are looking for a better Experience – faster, simpler and efficient; Streamlined, more personal, more options, more services.

Seriously, the Indigo iPhone App sucks. How much effort does it take to make a good one?


You have been an integral part of IndiGo’s success story; who better than you can advise us, share feedback, offer some suggestions on what you would like us to do better as we endeavor to exceed customer expectation and stay as the most preferred airline of the country.

I have given suggestions earlier, when boilerplate emails have come from you, usually after I have made a trip. I have never heard back from you. I also replied to this email this morning asking why you havn’t bother to check my gender and I still haven’t heard from you.


We invite your ideas and suggestions, no matter how many; how few; how small; or how large – whether these are current opportunities or future visions that change the world.  We eventually want to deliver that is ideal and in line with our philosophy – our 4 key pillars – affordable, hassle free, on time and courteous. We want to deliver the best possible interaction be it through people (call centre, airport, inflight experience) or digitally (online, Social media, mobile)

Seriously? I did reply. Where is your response? And what exactly do you think you will change if I do give suggestions, considering that you still don’t care what gender I am?


We appreciate your time and look forward to receive a response from you by the 5th of Sep 14.

Why should I waste my time, when you can’t even be bothered to know who I am?



The contents of this e-mail are confidential to the ordinary user of the e-mail address to which it was addressed and may also be privileged.  If you are not the addressee of this e-mail you may not copy, forward, disclose or otherwise use it or any part of it in any form whatsoever.  If you have received this e-mail in error please e-mail the sender by replying to this message. The recipient should check this email and any attachments for the presence of viruses. InterGlobe accepts no liability for any damage caused by any virus transmitted by this email.

Really? You didn’t even know who I am and you have the guts to put in a confidentiality notice?

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