Dear Mr. Asthana,

It is unfortunate that you had to undergo through an unpleasant situation at the time of departure.

We are sure that you will agree that we do not own or operate the airline, it is difficult for us to exercise any control over the services provided by them.

We agree your inability to communicate with us in that situation would have caused you a lot of inconvenience and frustration. Also, please note that you might not have been able to get in touch with us on account of unusually high call volumes that we were receiving. The response to the Offer was so overwhelming that our lines were constantly busy. We understand that it was annoying to stay on hold for a long time. However, please note that it was also extremely difficult to pre-determine the call traffic that a promotion might generate accurately and scale up accordingly. However as mentioned, we have more than doubled our team and such complaints are a thing of the past now.

Your refund however has been processed and one of our customer service executives would have communicated the same to you.

Do let us know if there are any issues pending resolution with us.

Kind Regards

Pallavi Garud.