Archive · 29 Dec 2025
IndiGo's apology with waiver clause criticized
A business executive named Vivek Gambhir was not happy with an apology email he received from IndiGo, an airline.
The email said sorry for flight cancellations and offered travel vouchers.
But, there was a small print that said if you take the vouchers, you can't ask for anything else later.
Gambhir thought this was not a real apology because it was like saying sorry but only if you agree to our conditions.
He said people want to be heard and understood, not just given something with strings attached.
IndiGo said they are working to fix things and will give money back and extra vouchers to people who were really affected.
But Gambhir still thinks the way they said sorry wasn't very nice.
Vivek Gambhir criticized IndiGo's apology email for including a waiver clause with travel vouchers.
The email offered two vouchers worth INR 5,000 each but required acceptance as full settlement.
Gambhir argued that the waiver clause undermined the airline's apology and showed a lack of empathy.
IndiGo stated they are processing refunds through December 2025 and will provide compensation exceeding 500 crores.
The airline also promised travel vouchers worth INR 10,000 for severely impacted customers.
- Who
- Vivek Gambhir, a business executive and venture partner at Lightspeed India
- What
- Criticized IndiGo's apology email for including a waiver clause with travel vouchers
- When
- The criticism was posted on LinkedIn following an apology email from IndiGo
- Where
- The incident involves IndiGo, an Indian airline, and affects its customers
- Why
- Gambhir believes the waiver clause undermines the airline's apology and shows a lack of empathy
- Vivek Gambhir
- Venture partner at Lightspeed India
- IndiGo's apology email
- Offered 2 travel vouchers worth INR 5,000 each
- Waiver clause
- Requires acceptance of voucher as full and final settlement
- IndiGo's refund commitment
- Processing refunds through December 2025
- Compensation estimation
- Over 500 crores for severely impacted customers
- Travel vouchers for impacted customers
- Worth INR 10,000, valid for 12 months