IndiGo, Cleartrip Criticized After Passenger’s Booking Allegedly Canceled Without Approval
IndiGo, Cleartrip Criticized After Passenger’s Booking Allegedly Canceled Without Approval
Passenger asserts that she did not get any cancellation notice, nor did she receive a call on her registered phone number or an email at her registered email address.
A LinkedIn user has drawn significant attention online by criticizing IndiGo airlines and Cleartrip for reportedly canceling a booking without notifying the passengers. Raagini Gupta shared her experience on the platform, expressing her frustration after purchasing tickets for a flight from Lucknow to New Delhi.
She described the incident as a significant violation of security and trust. She mentioned that she had booked three tickets for a flight on February 28, which was set to leave at 11:10 PM. The booking was made through Cleartrip a few weeks prior, on February 4. On the day of the flight, at 3:20 PM, she stated that she had finished the web check-in process for all three passengers.
“Fast forward to 8:00 pm, we reached the airport, handed over our bags, and were then told that our seats had been ‘cancelled by me’. I laughed, assuming this was some system error – until I checked their computer screen and saw our bookings had indeed been cancelled. I immediately called Cleartrip, since we booked through them. They claimed my booking was cancelled at 7:35 PM. The booking was cancelled by IndiGo only after receiving confirmation three times. IndiGo gave me the usual runaround. Cleartrip gave me the usual runaround. I stood at the airport till 9:30 PM, demanding proof of who called and cancelled my booking. Unsurprisingly, they had nothing to show,” she says in her post.
She asserts that she did not get any cancellation notice, nor did she receive a call on her registered phone number or an email at her registered email address. She attempted to investigate what occurred, but was unsuccessful.
IndiGo suggested that the user book seats on the next available early morning flight. However, the user decided to travel by road instead. She alleged that the situation indicated someone had used her identity to cancel her tickets, which led her to believe that Cleartrip had “leaked” her personal information.
“After countless emails, ClearTrip finally gave us the name and number of the person who made the cancellation call. I will be filing an FIR against both ClearTrip and IndiGo for this harassment and security breach. This is not just an inconvenience – it’s identity theft, data breach, and fraud. I will also escalate this to the Cyber Crime department because ClearTrip leaked my personal information and IndiGo let it happen without safeguards in place. If this can happen to us, it can happen to anyone. ClearTrip and IndiGo need to be held accountable,” she says further.
“IndiGo did not offer any alternate flight nor did they say that the flight was overbooked. However, they did initiate some refunds,” the passenger wrote as a response to a question posed by someone on linkedin.
Further, in the comments section, Cleartrip had issued the below statement, “Sorry for the inconvenience caused to you.We would like to inform you that we have tried to work on your concern, but were unable to fetch the details.Kindly share your trip id for better assistance.”
Indigo also wrote a response, “Ms Gupta, this is certainly not the kind of experience we’d like our customers to have. Could you please help us with your PNR over DM for proceeding further on this.” To which Gupta responded, “nothing will happen over “DM”! People should know what kind of scam network you guys run.”
“Ms Gupta, after conducting an investigation into this issue, we would like to share our findings with you. Please note that as per our records, we received a call on your behalf requesting assistance with the reservation. Following our standard security protocols and after successfully verifying all necessary details, the requested changes were authorised and processed as per the instructions provided. Please be assured that safeguarding our customers’ bookings is of utmost importance to us and we comply with stringent verification processes to prevent any unauthorized modifications. We have attempted to contact you to discuss this matter further, but unfortunately, our calls went unanswered. To facilitate a discussion, please provide an alternate contact number and a preferred time to reach you via DM. We would be happy to assist you further. ~Team IndiGo,” Indigo wrote further.
