Passenger calls out IndiGo for not selling beverages separately, airline responds

The passenger, named D Prasanth Nair, shared photographs of IndiGo’s snacks menu on Sunday (December 10), mentioning how beverage options on-board are only available as part of a combo, forcing passengers to forgo standalone purchases.

“Recently I took an IndiGo flight. Surprised to find that they don't sell tea/ coffee separately. Given that many pax would be wanting to just have a tea/coffee, one would need to buy a snack + beverage for 200/, effectively meaning a tea/ coffee will cost 200/ Definitely, not an example of customer centricity,” he wrote.

The post went viral on the social media platform and received over one lakh views.

Soon after, numerous 'X' users took to the comment section to share their experiences.

One user wrote, "With them, it isn't about what you want, but what gives the highest profitability. So, you either pre-order or accept whatever the optimised supply chain spits at you - and pay. Even with a pre-order, I've had 'oops, don't have that, take this' experiences!"

Another commented, “The lean mean machine is really mean! The seats have a wafer-thin cushion with the metal edges exposed. If one is pleasingly plump, the metal edges cut into the under thighs apart from the assault on gluteus maximus on ac of Walter thin cushions!”

While another user wrote, “They never claimed that they are customer-centric. And actually, they aren't. People like me utilise their services as there is no alternative. Wherever there is an alternative, most people don't use them.”

As the post quickly gained traction, IndiGo responded to it and explained, “Sir, we have revamped our services to provide an efficient, sustainable, and affordable snack experience. This initiative aligns with our commitment to Go Green. Our customers may now enjoy a complimentary beverage with any snack purchased on board making it better value for their money. Our buy-on-board service is entirely optional for customers to exercise their choice. We thank you for your feedback and look forward to welcoming you onboard soon. Thanks, Team IndiGo.”

This comes after a disability rights activist and motivational speaker, Virali Modi on December 6 shared her unpleasant experience with the airline on 'X'.