Recently indigo 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.’

Meanwhile 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.”

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. 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.