Private airlines Vistara has been receiving several complaints for poor customer service and grievance redressal, as many of its flights are getting canceled and rescheduled over the past few days.
Customers are lodging complaints of the calls to customer service executives not getting connected. Several customers have reported complaints on the microblogging and social networking platform Twitter.
Vistara’s Poor Customer Redressal System
Over the past few days, a large number of the airline’s flights booked for the month of February are getting either canceled or rescheduled.
As a result, a flock of affected passengers have turned on Twitter to express the problems they have been facing with the airline’s customer care team.
They have complained that the customer care teams cannot be reached, stating that the dialer tone sets on Busy for over 24 hours.
According to a PTI report, a passenger complains that his Delhi-Bhubaneswar flight scheduled for February 5 has not only been canceled but now he is unable to reach the customer care, as it has been continuously busy since the past 48 hours.
Another passenger states that his Delhi-Kolkata flight for February 12 has been cancelled and no one attends his calls on the customer care number.
The report notes Pronab Kumar Mandal’s statement, who stated on Saturday that his flight scheduled from Kolkata-Mumbai for February 8 has been canceled, which is a problem as he is a cancer patient and needs to be present for his chemotherapy session on February 9.
Vistara’s Response to Unattended Passengers
In response to the customers’ complaints regarding unavailability of customer care support to address their problems, Vistara’s spokesperson stated that the airline is adjusting the ‘capacity to demand’, keeping in view the volatility in the Indian aviation market, resulted by the current COVID-19 wave and resultant restrictions imposed by the state governments.
More, regarding the rescheduling and cancellation of February flights, the spokesperson stated,
“After a sharp decline in demand for air travel, due to the surge in COVID-19 numbers and restrictions imposed by various state governments, we are observing a marginal increase in traffic in February compared to the previous month.
However, in view of the volatility, we continue to closely monitor the situation and adjust capacity to demand”, added the report.
Vistara has offered to waiver the change fee for one-time rescheduling on only direct bookings of flights scheduled until March 31, meaning bookings made through Vistara’s website.
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