I had an awful experience trying to reschedule a flight with the airline. I booked a flight for 18/10/2025 from one city to another and, shortly after booking, decided to reschedule my trip. Within 10 minutes of my booking, I started calling customer care, being 72nd in the queue. After about 10 minutes, the call disconnected. I also requested a return callback, but no one contacted me. I tried again, but the same thing happened; it took 4 hours and multiple calls to finally reach a customer care executive. After hearing my situation, I was told I had to pay an extra amount for rescheduling, despite my efforts to call in time. The reason given was that my flight was within a 72-hour window. However, if customer care had picked up my call the first time, I would have been outside that window. I don't understand why I have to incur extra charges when the airline lacks sufficient customer care representatives. The time taken to move from 72 to 0 in the queue shows there are only a couple of executives available.
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