Man Slams IndiGo For Not Selling Tea-Coffee Separately But With Snack Pack, Airline Responds

IndiGo recently altered its onboard service by discontinuing the sale of individual beverage cans. The budget airline opted for a new approach where passengers are required to purchase beverages along with a meal. A disgruntled traveler took to the micro-blogging site ‘X’ to express disappointment, highlighting that passengers can no longer order standalone beverages like coffee or tea; instead, they are compelled to opt for a snack, whether desired or not. Criticizing IndiGo for this decision, the individual remarked that it did not exemplify ‘customer centricity.’

On ‘X’ (formerly Twitter), user @DPrasanthNair posted pictures of IndiGo’s Snacks menu, illustrating how beverage options are only available as part of a combo, forcing passengers to forgo standalone purchases. He shared his recent experience on an IndiGo flight, expressing, “Recently 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.”

The post quickly gained traction, with others echoing their dissatisfaction with the airline’s service. One user criticised, “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!”

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Another chimed in, “They make more money (profits) by selling food and beverages than by selling tickets.”

Suggestions poured in, with one user recommending, “Buy coffee at a coffee shop near the gate & have it before hopping into the flight. Indigo flies only short haul destinations. And also save energy by not whining on X about silly things.” “True. Simple solution, I carry Rs 10/15 sachet of Girnar Tea, same one they mix. I ask for hot water which they are obliged to give and mix it right in front of their eyes. In next flight, I am planning to take more and distribute free as a sign of protest @IndiGo6E,” said another.

Even IndiGo responded to the now-viral post, explaining, “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.”

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However, an ‘X’ user pointed out that the response from IndiGo did not address the essence of the original concern, deeming it an unsatisfactory reply