COMPLAINT

In the aftermath of the Nepal earthquake, Airtel on 25 April 2015 issued a statement: As a small gesture during this hour of crisis, we have decided to offer all calls on the Airtel network from India to Nepal completely free of cost for the next 48 hours effective midnight, thus enabling customers across the country to get in touch with their families and friends in Nepal. After this announcement, I made around a dozen calls to my near and dear ones in Nepal from my postpaid Airtel connection. Subsequently, to my utter surprise, I was charged for all the calls – contrary to what the company had announced. I believe this is a premeditated act of misinforming the customer and cheating them in the name of a cause. Please advise as in how I may approach the company and make them abide by the commitment that they made in public. Binod Poudel This seems to be a case of miscommunication wherein one department announced the scheme but the operations team were not informed of the same. We trust that that the company will adjust the free calls in the next billing cycle. You may write to their customer care. However, if they do not do the same, you may write to us again.