Amid mounting complaints of airlines pressuring passengers to pay for seats, IndiGo has clarified that web check-in is not mandatory but rather recommended for a hassle-free experience. The low-cost Indian airline responded to a social media user who questioned the wording used in communications, stating that they would share the feedback with the relevant department.
Responding to another user's query about charges associated with web check-in and seat selection, IndiGo clarified that web check-in is a complimentary service and does not incur any fees. Any charges mentioned in the communication refer specifically to preferred seat selection. Passengers have the option to choose any available free seats during online booking or let the system auto-assign a seat, which is also free of charge.
The recent surge in complaints regarding airlines prompted the union consumer affairs secretary, Rohit Kumar Singh, to summon all major carriers for a meeting on November 4. Singh mentioned that while the government is not concerned with fare structures, it is focused on preventing violations of consumer rights and ensuring service quality. He emphasized that airlines cannot compel passengers to pay for seats if they were promised free web check-in.
With this clarification, IndiGo aims to alleviate customer concerns and ensure that passengers have a seamless experience when flying with the airline. The meeting scheduled by the government will provide an opportunity for airlines to address customer complaints and ensure compliance with consumer rights regulations. As passenger expectations continue to evolve, airlines must strive to provide clarity and transparency in their communications to maintain customer satisfaction.