In response to increasing complaints from air travellers about web check-in, IndiGo stated on Saturday that while the process is not obligatory, the airline does suggest that passengers complete web check-in in advance to ensure a smooth and trouble-free flight experience. “Web check-in allows customers to have a smooth experience at the airport,” IndiGo said in a post on X (formerly Twitter).
This clarification follows recent complaints received by the Center regarding airlines displaying all seats as paid, even when web check-in is mandatory and free.
Additionally, the Center has scheduled a meeting for November 8 with top officials from airlines and travel portals to address these issues.
Consumer Affairs Secretary Rohit Kumar Singh told a media briefing on October 26 that about 10,000 complaints related to the airline sector were received through the government’s National Consumer Helpline in the last one year.
About half of the complaints are related to “tickets cancelled but no refund received from airlines”, he said, and added that some of the major grievances also include airlines showing every seat as paid despite free mandatory web check-in.
“These complaints are just the tip of the iceberg. We have called a meeting on November 8 to discuss these consumer grievances with all airlines, travel portals, and consumer organisations,” he said.
“Airlines say ‘free web check-in’ but ‘seats are paid’. Once a traveller has paid the fare and the airline has issued a confirmed ticket, all the services have to be fair and to the advantage of the consumers. You cannot take consumers for a ride,” Singh added.