PhD researcher Anuroop Dasgupta has accused IndiGo of mishandling a refund of over ₹9,000 for flight 6E 5354, with contradictory claims and careless responses. Full complaint published on Choice4Voice.com
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Complaint Summary : IndiGo Refund Complaint – Anuroop Dasgupta Alleges ₹9,000 Not Refunded
| Complainant | Anuroop Dasgupta |
|---|---|
| Profile | PhD Researcher in Astrophysics, Universidad Diego Portales |
| Complaint Type | Refund Mishandling / Negligence |
| Company | IndiGo (InterGlobe Aviation Ltd) |
| Flight Details | 6E 5354 (CCU–BOM), 9 August 2025 |
| Transaction Amount | ₹9,000+ debited via Chilean debit card |
| PNR Issue | No PNR at booking, later IndiGo claimed HVJBJY existed |
| Key Issues | Refund not processed, contradictory explanations, careless handling |
| Customer Expectation | Full refund with accountability |
Full Complaint Details
Anuroop Dasgupta, a PhD Researcher in Astrophysics, reported a serious case of refund mishandling by IndiGo Airlines.
On 9 August 2025, he booked flight 6E 5354 (CCU–BOM) from Chile using his Chilean debit card. Over ₹9,000 INR was instantly debited from his account. His bank has officially confirmed multiple times that the payment was processed successfully, meaning the funds are with IndiGo.
However, no booking confirmation or PNR was generated at the time of payment. Weeks later, IndiGo suddenly claimed that a PNR (HVJBJY) existed. This explanation was contradictory, since no such PNR was issued to him at booking.
Despite submitting:
- Complete transaction identifiers,
- Timestamps in both IST and Chilean time,
- Proof of debit from the bank,
- Correct Chilean WhatsApp number for contact,
IndiGo has not refunded the money nor provided proof of refund processing.
Instead, he has received:
- Generic, templated replies,
- Contradictory statements,
- False claims of attempted calls,
- And even an official email wrongly addressing him as “Mr. Nath.”
Adding to the frustration, IndiGo has repeatedly tried to contact him on an inactive Indian number, ignoring his repeated clarification that he is based in Chile and can only be contacted via WhatsApp.
This has left the complainant with financial loss, emotional stress, and a complete breakdown of trust in IndiGo’s customer service.
Customer Impact
- Financial Loss – Over ₹9,000 stuck without service.
- Time Wasted – Weeks of repeated follow-ups without resolution.
- Emotional Distress – Being dismissed despite providing full proof.
- Professional Negligence – Careless responses and false claims.
About IndiGo Airlines
IndiGo, operated by InterGlobe Aviation Ltd, is India’s largest low-cost carrier with significant domestic and international operations.
While IndiGo is known for punctuality, there have been growing complaints regarding refunds, cancellations, and unresponsive customer service. Cases like this highlight the gap between IndiGo’s scale and its accountability toward international customers.
Legal Options Available
- Consumer Court (India) – File a case under the Consumer Protection Act 2019 for refund, interest, and compensation for harassment.
- Bank Dispute / Chargeback – Since the debit card transaction was processed, he can initiate a dispute/chargeback via his Chilean bank.
- DGCA Complaint – Report IndiGo to the Directorate General of Civil Aviation (DGCA) for non-compliance with refund policies.
- Ministry of Civil Aviation – Escalate formally for government intervention.
- Legal Notice – A formal legal notice can compel IndiGo to refund promptly.
How to Process a Refund Dispute with IndiGo
- Collect All Proof – Bank statement, debit proof, email correspondence.
- Raise Complaint via Grievance Officer – IndiGo’s nodal officer must provide a written resolution.
- File on CPGRAMS Portal – India’s official consumer grievance portal.
- Escalate to DGCA & Civil Aviation Ministry.
- Approach Consumer Court if no refund within 30 days.
How Choice4Voice.com Can Help
At Choice4Voice.com, we:
- Feature unresolved complaints publicly for higher visibility.
- Push brands to act by amplifying customer voices.
- Provide escalation guidance on consumer rights and legal steps.
- Create awareness so others don’t face similar issues.
👉 To submit your complaint, visit:
https://choice4voice.com/submit-your-complaint/
Your complaint will be featured within 24 hours for maximum visibility.
Expert Analysis
- IndiGo’s contradictory stance on the PNR raises serious questions of transparency.
- Withholding money without service is a clear violation of consumer rights.
- Failing to address international communication needs shows poor global service standards.
- Careless mistakes like misnaming a complainant further prove lack of case handling quality.
For India’s largest airline, such negligence can damage credibility and customer trust worldwide.
Original LinkedIn Post
View Anuroop Dasgupta’s LinkedIn Post Here
Frequently Asked Questions (FAQs)
Q1. Who filed the complaint?
Anuroop Dasgupta, PhD researcher in astrophysics.
Q2. Which airline is involved?
IndiGo Airlines (InterGlobe Aviation Ltd).
Q3. What was the booking issue?
₹9,000 debited but no booking confirmation or PNR at the time of payment.
Q4. Did IndiGo later claim a PNR existed?
Yes, they later mentioned PNR HVJBJY, but this was never issued to the complainant initially.
Q5. What payment method was used?
Chilean debit card.
Q6. Did the bank confirm the debit?
Yes, the Chilean bank confirmed the transaction was processed successfully.
Q7. Has IndiGo refunded the amount?
No refund has been provided till date.
Q8. How has IndiGo responded?
With generic replies, contradictory claims, and false call attempts.
Q9. What communication errors were made?
One email wrongly addressed the complainant as “Mr. Nath.”
Q10. What legal sections apply?
Consumer Protection Act 2019, Civil Aviation Rules, IPC sections on cheating if proven deliberate.
Q11. Can DGCA intervene?
Yes, DGCA regulates refunds and service compliance for airlines.
Q12. Can chargeback be attempted?
Yes, via the Chilean bank for international debit card transactions.
Q13. What is IndiGo’s duty here?
To refund promptly and provide proof of refund.
Q14. What international challenge exists?
Customer lives abroad but IndiGo continued to contact an inactive Indian number.
Q15. Can emotional distress be claimed in court?
Yes, compensation for harassment and negligence is possible.
Q16. Is ₹9,000 refundable by law?
Yes, since no confirmed service was provided.
Q17. Does this harm IndiGo’s reputation?
Yes, especially as it involves an international customer.
Q18. How long has the case been pending?
Since 9 August 2025.
Q19. What does the customer demand?
Immediate refund and accountability.
Q20. How can Choice4Voice.com assist?
By amplifying the case and guiding escalation.
Final Note
This case highlights how even India’s biggest airline, IndiGo, can mishandle refunds and dismiss genuine passengers. Anuroop Dasgupta’s ₹9,000 refund is still pending, despite clear proof and weeks of follow-ups.
At Choice4Voice.com, we urge IndiGo to act responsibly, process the refund immediately, and improve customer accountability to prevent such negligence in the future.
