I booked Business Class (IndiGoStretch) with IndiGo and it turned into one of the most frustrating travel experiences I’ve had.
The biggest issue is the complete lack of real customer service. You can’t call them. You’re pushed into a chatbot that can’t answer basic questions, and if you’re lucky enough to reach a real agent through chat, replies come painfully slowly, with long gaps that make urgent issues impossible to solve. At one point I was even told they “couldn’t handle business-class customers” and had to transfer me to a “business-class specialist” which, in practice, meant even more waiting.
My outbound journey from Copenhagen to Bangkok via India was chaos, especially during the transfer. It wasn’t that it was hard to find the right security line. There were no lines. Just a crowd of people pushing and shoving, while a representative from the airline was shouting “faster, faster, faster” and telling people they were going to miss their connecting flights. That is not what you expect when you pay extra for Business Class.
The worst part came while I was already in Asia: IndiGo cancelled my return flight, and I was suddenly standing there with no ticket home. The options they offered were unacceptable for a Business Class booking. They either proposed economy-class tickets with a travel time of around 35 hours, or a very small refund that didn’t match the cost, inconvenience, or the fact that I had paid for Business Class.
Business Class should come with reliability, clear communication, and support when things go wrong. With IndiGo I got the opposite: no access to proper customer service, endless delays in chat, and a cancellation handled in a way that left me stranded. If you want to be confident you’ll also get home, never book with this airline.
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