How IndiGo (InterGlobe Aviation Ltd) Support Workflow Is Broken! And they need better Tech Team!

2026-03-11 · Source: AI on Medium · Field: Technology & Digital — Software Development & Engineering, Artificial Intelligence & Machine Learning · Depth: Fundamental Awareness, short

Summary

IndiGo's customer support workflow for cancelled flights is severely flawed, as demonstrated by a passenger's recent experience. After a nonstop flight was cancelled, the airline automatically reassigned a flight with a layover and offered a "Plan B" option on its website for rebooking or refund. However, the Plan B page required a UserID/password login not used elsewhere on the IndiGo platform, necessitating a workaround. Once accessed, the "Select another flight" option consistently returned an error. Attempts to use the AI WhatsApp chat, offered as a queue-skipping alternative to phone support, resulted in the AI redirecting the user back to the same non-functional Plan B page or advising them to call customer support, creating a circular, unresolved support loop. Ultimately, the passenger endured a 25-minute wait to speak with a human agent.

Key takeaway

For AI Product Managers overseeing customer support systems, you must conduct thorough end-to-end testing of all digital and automated support channels. Verify that AI assistants do not redirect users to non-functional tools or create support loops, as this directly impacts customer satisfaction and increases operational costs by pushing users to live agents. Prioritize fixing login inconsistencies and error-prone features to ensure a seamless user experience.

Key insights

A broken support workflow creates a circular loop, frustrating users and failing to resolve issues.

Principles

• Support systems must be internally consistent.
• AI support should not redirect to broken tools.

In practice

• Test all user-facing support paths end-to-end.
• Ensure login methods are consistent across platforms.

Topics

• Customer Support Workflow
• AI Chatbots
• Website Usability
• Airline Operations
• Digital Customer Service

Best for: AI Product Manager, Product Manager, Software Engineer, Operations Professional

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Editorial summary, takeaway, and curation by AIssential. Original article published by AI on Medium.