Ranu Rawat highlights her frustrating experience with IndiGo Airlines and Liberty Mutual Insurance after being denied a ₹12,000 refund under the Zero Cancellation Add-On. Complaint published on Choice4Voice.com
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Complaint Summary : IndiGo Airlines Complaint – Ranu Rawat Reports Mis-Selling of Zero Cancellation Add-On
| Complainant | Ranu Rawat |
|---|---|
| Profile | Growth Lead @ HDFC Sec |
| Complaint Type | Mis-Selling / Refund Denial |
| Company | IndiGo Airlines (InterGlobe Aviation Ltd) |
| Insurance Partner | Liberty Mutual Insurance |
| Booking Type | International Round-Trip Ticket |
| Add-On Purchased | Zero Cancellation |
| Claim Amount | ₹12,000 |
| Key Issues | No policy number provided, Liberty denying record of booking, IndiGo giving templated responses, hidden terms & conditions, false “no questions asked” claim |
| Expected Resolution | Full refund of cancellation charges and transparent disclosure of Zero Cancellation policy terms |
Full Complaint Details
Ranu Rawat, a verified professional and senior growth leader, has raised a serious complaint against IndiGo Airlines and its insurance partner Liberty Mutual Insurance regarding the Zero Cancellation Add-On.
She booked an international round-trip ticket with IndiGo and opted for the Zero Cancellation Add-On, paying extra for flexibility in case of plan changes. When she later cancelled the tickets, she expected a refund of ₹12,000 under the policy.
However, the process turned into a frustrating ordeal:
- Liberty Mutual claimed to have no record of her booking and failed to provide even a written acknowledgment.
- IndiGo refused responsibility, directing her back to Liberty despite never providing a policy number or policy document at the time of purchase.
- Consumer Helpline escalation resulted in the same templated responses from IndiGo, adding a new excuse — that the Zero Cancellation add-on only covers medical emergencies or accidents.
- This condition was never disclosed upfront; IndiGo’s own website clearly advertised the feature as: “Cancel up to 24 hours before departure, claim your refund, no questions asked.”
The complainant highlights that such practices amount to mis-selling and deceptive marketing, where customers are lured into paying extra for an add-on with conditions hidden deep inside lengthy documents.
Customer Impact
- Financial Loss: ₹12,000 cancellation refund denied.
- Time Wasted: Weeks of calls and emails with no resolution.
- Mis-Selling: False “no questions asked” advertising contradicted by hidden conditions.
- Poor Customer Support: Both IndiGo and Liberty offered only templated responses with no real accountability.
Original LinkedIn Post
View Ranu Rawat’s LinkedIn Post Here
Brand Involved
- Company: IndiGo Airlines (InterGlobe Aviation Ltd)
- Insurance Partner: Liberty Mutual Insurance
- Issue: Misrepresentation of Zero Cancellation Add-On and denial of rightful refund.
Legal & Consumer Rights Options
Passengers facing similar issues with airlines or insurance partners can:
- File a case under Consumer Protection Act, 2019 for mis-selling and deficiency of service.
- Approach the Directorate General of Civil Aviation (DGCA) for grievances against airlines.
- Escalate to Insurance Regulatory and Development Authority of India (IRDAI) if an insurance company denies valid claims.
- Seek refund via consumer court for financial and mental harassment.
- Highlight on grievance platforms like National Consumer Helpline (NCH) for official tracking.
Choice4Voice.com – Standing with Air Travelers
At Choice4Voice.com, we bring such cases to light to ensure that companies are held accountable.
👉 If you have faced similar mis-selling or refund denial issues with IndiGo Airlines, Liberty Mutual, or any other airline, submit your complaint here:
https://choice4voice.com/submit-your-complaint/
Your complaint will be published within 24 hours to create public pressure for faster resolution.
Frequently Asked Questions (FAQs)
Q1. Who filed this complaint against IndiGo Airlines?
Ranu Rawat, Growth Lead at HDFC Securities.
Q2. What service was purchased?
Zero Cancellation Add-On for an international round-trip ticket.
Q3. What is the refund claim amount?
₹12,000.
Q4. Who is IndiGo’s insurance partner for this service?
Liberty Mutual Insurance.
Q5. Was a policy number provided at booking?
No, neither a policy number nor a policy document was given.
Q6. Why did Liberty deny the claim?
They claimed to have no record of the booking.
Q7. How did IndiGo respond?
They redirected the complainant to Liberty with templated replies.
Q8. What excuse was later added by IndiGo?
That the Zero Cancellation add-on only applies to medical emergencies or accidents.
Q9. Was this condition shown during booking?
No, the website claimed “No questions asked” without any disclaimers.
Q10. What does this mean legally?
This qualifies as mis-selling and unfair trade practice.
Q11. Can DGCA take action against IndiGo?
Yes, DGCA regulates airline consumer grievances.
Q12. Can IRDAI take action against Liberty Mutual?
Yes, for insurance-related denial of claims.
Q13. Can consumer court grant compensation?
Yes, for financial loss and mental harassment.
Q14. How common is this issue with airlines?
Many customers report add-on mis-selling and refund denials.
Q15. What documents should passengers keep?
Booking confirmation, receipts, cancellation emails, and customer support communication.
Q16. What’s the best way to escalate?
File on National Consumer Helpline and DGCA’s AirSewa portal.
Q17. Is Zero Cancellation usually unconditional?
No, conditions often apply, but they must be clearly disclosed upfront.
Q18. Why is this considered consumer exploitation?
Because critical terms are hidden and refunds are denied after selling the add-on.
Q19. What should IndiGo do in this case?
Provide full refund, disclose conditions transparently, and fix systemic gaps.
Q20. How does Choice4Voice.com support travelers?
By publishing complaints, amplifying voices, and pressuring companies to resolve issues.
Final Note
Ranu Rawat’s case exposes serious flaws in IndiGo’s Zero Cancellation policy and its handling by Liberty Mutual Insurance. Customers are misled by bold promises of “No questions asked” refunds, only to face hidden conditions and denial later.
At Choice4Voice.com, we stand firmly with passengers like Ranu and will continue to highlight such cases until airlines adopt fair, transparent, and accountable practices.
Choice4Voice.com Is Here to Help You
If you are facing a similar issue and would like our support in highlighting your concern, we are here to assist.
Simply write a LinkedIn post and tag our official page Choice4Voice.com
Submit your complaint directly : https://choice4voice.com/submit-your-complaint/
