IndiGo recently changed its in-flight service and no longer sells individual cans of drinks. The low-cost airline chose a novel technique in which passengers must pay for drinks in addition to food or snacks.
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- Why was the passenger disappointed with IndiGo?
- What happened on the flight?
- How did people react on the Internet?
Why was the passenger disappointed with IndiGo?
x screenshot
A frustrated traveler took to microblogging site ‘X’ to express his displeasure pointing out that passengers can no longer purchase stand-alone beverages such as coffee or tea; instead, they are forced to choose a snack whether they want it or not. The person who criticized IndiGo for this move stated that this was “not an example of customer-centricity”.
What happened on the flight?
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User @DPrasanthNair uploaded images of IndiGo’s Snacks menu on ‘X’ (formerly Twitter), demonstrating how drink selections are only available as part of a combo, forcing passengers to forgo individual purchases.
Describing his latest flight experience with IndiGo, he said: “I recently took a flight with IndiGo. I was surprised to find that they do not sell tea or coffee individually. Since many people would only want a tea or coffee, you would have to buy a snack + drink for 200 /, which basically means a tea/coffee will cost 200/. Definitely not an example of customer centricity.”
How did people react on the Internet?
The message quickly went viral and others expressed their displeasure with the airline’s service. “With them, it’s not about what you want, but what gives the most benefit,” one person complained. Therefore, he can place an order in advance or accept and pay for whatever the optimized supply chain offers him. Even with a pre-order, I’ve experienced moments of “oops, don’t have that, take this.”
Soon after, IndiGo responded to the post and explained, “Sir, we have revamped our services to provide an efficient, sustainable and affordable snacking experience. This initiative aligns with our commitment to Go Green. “Our customers can now enjoy a complimentary drink with any snack purchased on board.”
Check out the viral post here.
I recently took an IndiGo flight. I’m surprised to find that they don’t sell tea/coffee separately. Since many people would want to just have a tea/coffee, one would have to buy a snack + drink for 200/, which means a tea/coffee will cost 200/Definitely not… pic.twitter.com/6h3G6hXEjO
-D Prasanth Nair (@DPrasanthNair) December 10, 2023
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Source: vtt.edu.vn