• Source:JND
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It’s common for brands to make changes in their menus based on their sales of updates. Doing something similar, the Indigo airline eliminated the option for ordering separate beverages like tea and coffee from its menu onboard. However, the move instead triggered a reaction from the public after a man posted the updated menu, pointing out the same. Blaming the airline for not displaying ‘customer centricity’, the man also posted the cost of the beverages that one would have to pay if ordered along with a meal. The post went viral and drew major criticism against the flight. 

The post was shared on the social media site X (formerly Twitter) by the user ‘DPrasanthNair’. The post was captioned, “Recently took an IndiGo flight. Surprised to find that they don't sell tea/ coffee separately. Given that many pax would want 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.”

Check out the viral post:

However, the post was soon noticed by the airline, which immediately tried to do the damage control and clarified its side. “Sir, we have revamped our services to provide an efficient, sustainable, and affordable snack experience. This initiative aligns with our commitment to Go Green. Our customers may now enjoy a complimentary beverage with any snack purchased on board,” read Indigo’s response. 

The post went viral and gained a lot of criticism against the airline. Most people suggested different ways through which one can carry their own snacks to avoid buying from the flight, while others recounted other issues that they faced with the airline. The post was shared two days back and pulled 103K views from the netizens. 

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Taking to the comment section, people shared their take. “The lean mean machine is really mean! The seats have wafer-thin cushions with the metal edges exposed. If one is pleasingly plump, the metal edges cut into the under thighs apart from the assault on gluteus maximum on ac of Walter thin cushions!” a user said. “The best option is to buy your coffee/tea and snacks after security and carry. In any case, an average domestic flight is less than 2 hours in duration,” added a second person. 

“They never claimed that they are customer centric. And actually, they aren't. People like me utilize their services as there is no alternative. Wherever there is an alternative, most people don't use them,” added next. 

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