Scammed by IndiGo, need help
Hey everyone, I need some advice on how to handle a dispute with IndiGo airlines.
The Backstory
:Back in May, I booked a flight from Bali to Guwahati for July, with a layover in Delhi. In early June, I received an email stating that one of my connecting flights was cancelled. IndiGo offered a free reschedule or cancellation. Because other airline options were too expensive at the time, I didn't take immediate action. Since the flight was more than a month away, I assumed they would automatically assign a reasonable alternative connection.On July 4th, I checked my booking. To my surprise, the schedule had been changed to include a massive 15-hour layover in Bengaluru, and the departure was 8 hours earlier than originally planned. I never received any email or notification about this specific schedule change.
The Conflict:This new layover was completely unacceptable to me, so I called IndiGo customer support to explore a full refund so I could book with another airline.
Call 1: The first agent refused a full refund, claiming that I had manually updated the flight schedule myself on June 22nd (which I absolutely did not do). No resolution was reached.
Call 2: I called back and spoke to a different agent. Without me even explaining the previous call, this agent admitted that the flight schedule was automatically updated by the system/airport authority. He explicitly offered a cancellation with a full refund. I confirmed multiple times on the call that I would get 100% of my money back. He assured me I would, so I authorized the cancellation.
The Issue:Today, having received no confirmation email, I checked the IndiGo portal. My booking of ₹29k was cancelled, but they charged me a ₹9k cancellation fee, meaning they are only refunding ₹20k.I called them again today. The new agent told me that the previous representative gave me "wrong information" and denied the full refund citing company policy. They have asked for 48 hours to investigate, but I doubt anything will change.
Even if they falsely claim I changed the flight on June 22nd, their agent gave me completely incorrect information that directly induced me to cancel the booking.
Crucially, I have a call recording where the current agent explicitly admits and confirms that the previous agent gave me false information during the cancellation process.How should I proceed? Since I have clear audio proof of them misleading me into a financial loss, what is the best way to escalate this to ensure a full refund?