IndiGo, one of India’s prominent airlines, encountered criticism from a passenger after a revamp of its onboard snack services. The airline’s decision not to sell tea or coffee separately sparked discontent among travelers, prompting a social media outcry.
The incident came to light when a passenger took to social media platform X to express dissatisfaction with IndiGo’s policy. Sharing the experience, user D Prasanth Nair highlighted the absence of individual tea or coffee sales on a recent IndiGo flight. The airline’s practice now requires customers to purchase a snack along with their beverage, effectively pricing a cup of tea or coffee at ₹200, as detailed in the shared menu card.
Nair’s post, shared on December 10, garnered substantial attention, amassing over a lakh views and multiple reactions from passengers echoing similar sentiments of dissatisfaction with the airline’s approach.
IndiGo responded to the passenger’s tweet, defending the decision, stating the revamp aimed to provide an efficient, sustainable, and affordable snack experience. The airline emphasized its commitment to environmental sustainability, offering a complimentary beverage with any purchased snack. However, this revised service structure remains optional for customers, providing flexibility in choice.
Despite the airline’s explanation, passengers voiced discontent in the comments section, citing their experiences and concerns. Some criticized IndiGo’s prioritization of profitability over customer preferences, highlighting instances of inconvenience even with pre-ordered items.
Several travelers expressed their perception that IndiGo’s services lacked customer-centricity, relying on the airline due to limited alternatives rather than a preference for its offerings.
Amidst the discourse, some passengers suggested alternative strategies, advocating the purchase of beverages and snacks after security checks, considering the short duration of most domestic flights.
The episode underscored a rift between passengers’ expectations of convenience and value against the airline’s efforts towards a more streamlined and cost-effective service model. IndiGo’s response reflected a commitment to its revised approach while acknowledging passenger feedback, leaving the debate open regarding the balance between customer satisfaction and operational efficiency in the aviation sector.
Sources By Agencies
