IndiGo Clarifies Web Check-in Not Mandatory But Recommended

Amid growing passenger complaints and concerns over the mandatory nature of web check-ins, IndiGo, one of India’s prominent airlines, has sought to clarify its position.

In response to complaints about mandatory web check-ins, the airline made it clear that while web check-in is not obligatory, it is highly recommended for a smoother travel experience.

Web Check-In for a Hassle-Free Journey

IndiGo on X formerly known as Twitter, emphasized that web check-in is designed to enhance the convenience of passengers. This move comes as a response to mounting grievances against airlines for marking all seats as paid, even after the passengers complete the mandatory web check-in.

#6ETravelAdvisory: Web check-in is not a mandatory requirement, however, for a hassle-free flight experience, we recommend our customers to web check-in in advance. Web check-in allows customers to have a smooth experience at the airport. #goIndiGo

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— IndiGo (@IndiGo6E) October 28, 2023

Rise in Passenger Complaints

The issue of passenger complaints has caught the attention of the Indian government, with the Consumer Affairs Secretary, Rohit Kumar Singh, revealing that approximately half of the complaints pertain to issues such as refunds not being granted after ticket cancellations and the airline’s practice of displaying every seat as paid despite the availability of free web check-in.

During the month of September 2023, a total of 246 passenger-related complaints were received by scheduled domestic airlines. These complaints amounted to approximately 0.20 complaints per 10,000 passengers carried, as indicated in the air traffic report released by the Directorate General of Civil Aviation (DGCA).

The Ministry of Consumer Affairs has expressed concerns about potential unfair trade practices involving airlines and online travel aggregators.

IndiGo Tops the Complaint List

Among the airlines, IndiGo received the highest number of complaints, with 61 reported grievances, followed closely by Spice Jet with 55 complaints and Air India with 54.

To address these pressing issues, the Indian government has scheduled a meeting for November 8, which will involve senior officials from all airlines and travel portals.

Passenger Reactions

The airline’s clarification has sparked reactions from passengers, with one user questioning the necessity of web check-in given the charges for seats. Another passenger expressed frustration about the difficulties faced when trying to obtain refunds, labelling it as “daylight robbery.”

Web Check-In Guidelines

Passengers are advised that they can complete web check-in within 48 hours to 60 minutes before the scheduled departure of domestic flights. For international flights, the window for web check-in is between 24 hours to 75 minutes before departure.

Additional Information about Web Check-Ins

• Web check-in allows passengers to select their seats, print their boarding passes, and drop off their luggage at the baggage drop counters.
• Web check-in can be done on the airline’s website or mobile app.
• Passengers must have their passport and booking confirmation number ready when they web check-in.
• Passengers who have checked in baggage must still arrive at the airport at least two hours before their flight departure time to check in their bags.

Conclusion

IndiGo’s recent statement aims to clear the air and provide passengers with the necessary information to ensure a seamless travel experience while addressing their concerns. As the government convenes with airline officials to discuss these issues, passengers will be looking for more transparency and fair practices in the future.