✅ Trip Verified
| I am a gold tier member with Vistara and it is sad to see that their service standards going downhill. Yesterday I was flying from Hyderabad to Delhi with my wife and we were both booked on their Premium Economy class. I happen to have four upgrade vouchers which were given to me by a Credit card company which allows upgrade to the next class. Once I reached the airport, I told the check in lady that I had the vouchers and wanted to upgrade us to Business class and showed her the vouchers. She did not know what to do with them. She asked her senior to come and have a look and he said that she should call up the ticketing counter and check if two seats were available in Business class and to tell them that two passengers wanted to use the vouchers for this upgrade. The ticketing people said it was fine so they asked that my vouchers be sent across to the ticketing people to carry out the formalities so that they could issue us the new Boarding passes in Business class. At that time, two gentlemen wearing the uniform of Vistara approached the Business class counter and got themselves checked in to Business class. This meant that the last two seats available got taken by the crew and they tell me that they can no longer offer me the two seats as the Business class is full. I got upset and told him that he had already allocated the two seats to us and also spoken to the ticketing people so why did he give up these seats. He then lied to me that they had confirmed booking. If that was indeed the case then why did the ticketing people agree to give us the two seats? I conveyed my displeasure and told him that it makes no sense to be a Gold tier member and not be given priority to use these vouchers and they gave these seats to the crew who ought to have lower priority than the fare paying customers. He understood what I was saying and sent to the two gentlemen. Apparently one was nice enough to say that he would give up his Business class seat but the other person would not. They told us that we could consider taking up one of the seats in Business class. I declined the offer and told him that I would prefer to fly with my wife. As I was waiting for the check in, I also tweeted to the airline and explained to them what had transpired. They gave a standard reply that they would look into this and get back. Today a lady from Vistara reverted and apologised at the "miscommunication" between the ground staff and the controller. As I see it, there was no miscommunication and it was very clearly informed to me that we were getting the upgrade. To rub salt on my wounds, she gave a "wonderful" offer to extend a 10% discount on any one ticket for my future trip I might take on Vistara. She did not utter a word regarding the attitude of the crew who put self over the customer. I told her to keep her charity and I now intend to send them my four upgrade vouchers along with my membership card and stop flying this carrier.