Summary
- IndiGo, the biggest airline in India, has faced a surge in passenger complaints over mandatory online check-ins, with customers claiming they’re forced to pay for seats despite guarantees of free check-ins.
- The Indian government has summoned major airlines to deal with the rise in customer complaints, just weeks after IndiGo announced a fuel surcharge on their flights.
- IndiGo states that web check-in is beneficial but not mandatory, aiming to offer a hassle-free experience; nonetheless, customers argue that the language utilized in the online form should say “beneficial” as a substitute of “mandatory” to avoid confusion.
The biggest airline in India by passenger numbers and fleet size, IndiGo, has seen a surge in passenger complaints on account of mandatory online check-ins. The airline requires its passengers to perform an online check-in for an efficient flight experience. Customer complaints have alleged that airline often forces passengers to pay for a selected seat during online check-in despite promising free web check-ins.
The Indian government has summoned all major airlines in light of the surge in customer complaints with airlines nationwide. The news comes weeks after the airline announced it might add a fuel surcharge to its domestic and international flights.
Confusion over web check-ins
The airline has been asking its booked passengers to go for an online check-in before their flight to offer an efficient and hassle-free travel experience. The airline’s web check-in process reads “free mandatory web check-ins,” which, in accordance with some complaints, forces passengers to envision in online.
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Throughout the process, passengers are sometimes forced to pay for the chosen seat before completing the check-in process. Passengers complain that despite making the online check-in process “free,” the airline still charges a fee for paid seats.
The airline states that the online check-in process is beneficial but not a compulsory process for purchasers. It’s put in place to make sure hassle-free experience at airports and beyond. Hindustan Times reported that the airline posted its clarification on the matter through a social media post by stating,
“Web check-in is just not a compulsory requirement, nonetheless, for a hassle-free flight experience, we recommend our customers to web check-in prematurely. Web check-in allows customers to have a smooth experience on the airport.”
Argument from customers
While the airline provides a clarification, some customers who’re complaining concerning the confusion appear to be arguing concerning the communication and language on its web check-in form. A social media user suggested that the language utilized in the online form should say “beneficial” slightly than “mandatory” if the airline intends to make the method such.
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The suggestion was well taken by the airline, and an IndiGo representative responded by saying,
“Sir, we’ve well noted your feedback and can share it with the concerned department.”
Customers also complain that the airline sends emails about mandatory check-ins, and when the method is followed, it charges for seats. The airline states that the fees are related to only the popular paid seats and never all seats. The net check-in service stays complementary for the purchasers in an effort to ease hassle on the airport.
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Government summoned all major carriers
The Indian government has summoned all major carriers for deliberation on November 4 in light of the surge in customer complaints across major airlines nationwide. The airline industry in India goals to be sure that there is no such thing as a violation of customer rights. The Union Consumer Affairs Secretary Rohit Kumar Singh states,
“We are usually not stepping into fare structures. That is just not our mandate. But we’re concerned with any violation of consumer rights or deficiency in service. If an airline guarantees free web check-in, it cannot force a passenger to decide on a paid seat.”
What are your thoughts on the surge in customer complaints at IndiGo on account of the online check-in confusion? Have you ever traveled with the airline? Share your experience within the comments section.
Source: Hindustan Times