IndiGo explains that although online check-in is not required, it is advised for a seamless experience. Netizen responses

 IndiGo explains that although online check-in is not required, it is advised for a seamless experience. Netizen responses

In a statement on October 28, low-cost airline IndiGo said that although online check-in is not required, it does provide passengers a "hassle-free experience." This announcement coincided with an increase in airline passengers' complaints over online check-in. 

"Web check-in is not an a must requirement, however, for a hassle-free flight background, we recommend our customers to check-in online in advance," IndiGo posted on X, the previous Twitter platform. Customers may have a seamless experience at the airport by using web check-in.

Airlines classifying all seats as paid even when free online check-in is required is a major source frequent complaints.

Consumer Affairs Commissioner Rohit Kumar Singh said, "About half of the accusations are related to refunds not given following ticket cancellation and showing every seat as paid with free web check-in, among others."

One person commented, "You guys should use the word recommended and not mandatory then???" on the carrier's post.

Another person said, "So why do you guys charge for seats and send mandatory emails for web check-in?" "What kind of services are you doing?" inquired a different consumer. We have to work very hard to recover any money lost during the ticket buying process. We refer to this as "daylight robbery."

"Only the middle seats in the back rows are free, sometimes they're not," another person said. Thus, if you check in online with two or more people, you cannot avoid the fees. Alternatively, arrive at the airport fairly early to guarantee a seat at the counter or kiosk." 

Customers who check in online save a lot of money for airlines since fewer ground workers are needed. Instead than charging for preferred seats, airlines need to pass these advantages forward to their consumers, a user said.

The Directorate General of Civil Aviation (DGCA), in a recent study, also noted that out of the 246 customer complaints received by the scheduled domestic airlines in September, flight difficulties, luggage problems, and refunds were the three main concerns.

"The scheduled domestic carriers has received 246 complaints against passengers as of September 2023. According to PTI, the air traffic data issued by the DGCA said that for the month of September 2023, there were around 0.20 complaints for every 10,000 passengers transported.

According to the survey, 41.9 percent of complaints were related to flight issues, followed by luggage (19.9 percent) and refunds (15.4%). The report also said that 242 of the 246 complaints received had a response. Additionally, the survey conducted by the aviation authority notes that just 0.4% of the complaints that the DGCA received concerned fares, despite concerns regarding staff attitude (4.9%) and customer service (10.2%).

According to the survey, the airline with the highest number of complaints was Indigo (61) and was followed by Spice Jet (55) and Air India (54).

In the midst of this, Singh said as reported by ANI that the Center has also scheduled a conference for November 8th with top officials from airlines and travel platforms to discuss concerns pertaining to consumers. 

According to Singh, the government's National Consumer Helpline has received about 10,000 complaints about the airline industry in the past year, with roughly half of those complaints pertaining to customers not receiving refunds from the airlines after canceling their tickets.

"Unfair trade practices include several problems. Thus, in order to defend customer rights, the Center has convened a meeting with airline officials to ascertain the scope of the problem and to talk about how the airlines plan to resolve it, according to Singh.

Singh also brought attention to the fact that certain e-commerce sites use dark designs. Dark patterns are used by a few e-commerce sites. These kinds of trends are being sought for by the UN's intergovernmental expert committee on e-commerce. We're also looking for ways to resolve the complaints," Singh said, as reported by ANI.