Complaint Details

Status	:	Closed
Complaint No	:	0003469/2013
Category	:	Travel
Date	:	27-02-2013
Subject Line	:	Charged over mentioned amount.
Complainant	:	Kunal Gagwani
Address	:	20, Soor Anand, Nariman Road, Vile Parle East
Complainee	:	Indigo Airlines
Address	:	Level 1, Tower C, Global Business Park, Mehrauli-Gurgaon Road, Gurgaon – 122 002, Haryana, India.

Complaint Details
My grandmother, Mrs. Rama K. Gagwani travelled from Muscat to Mumbai on the 08/01/2013 along with two of my uncles on Indigo Air. As my grandmother is unable to walk the distance to the aircraft, a wheelchair had been requested for the same during booking the ticket. The booking for the same was done on 03/01/2013. On reaching the airport she was informed about a charge for the wheelchair service, which according to one Mr. Rudolph of Indigo Air, Oman, had been introduced only three days earlier on all international flights and that the payment had to be made or my grandmother could walk all the way to the aircraft! Please note that no such information was provided on email/sms/phone about the charges earlier. Left without an option, even as my uncle agreed to pay the amount, he was charged 25 Omani Riyals for the service, a receipt of which is attached to this email. Now, on going through your website, I realise that he has been overcharged for the service provided. The screenshot which clearly says the charge is OMR 10.60 for the same is attached.

The call centre employees at Indigo contradict the above saying the charges have been 'revised' to 25 Omani Riyals. Even while on the phone, Mr Arpit (the Indigo airlines call centre employee) asked me to check the website to verify the same. It still said 10.6 Omani Riyals as the charges for the wheelchair. To date, this information still exists on the website, the screenshot of which is attached.

Kindly do the needful to enable the complainant to get a refund for the overcharged amount.

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