IndiGo Explains Web Check-In Policy After Passenger Complaints

IndiGo has made its web check-in policy clearer after a rise in passenger complaints. The airline had been accused of making passengers pay for a seat during web check-in, even though it had promised free check-in.

IndiGo said in a statement on Saturday that web check-in is not required, but it is recommended for a “smooth and easy flight experience.” The airline clarified that the charges in their messages are for selecting a preferred seat, and that passengers can choose any available free seat when booking their flight online.

The airline”s clarification comes after the Union consumer affairs secretary, Rohit Kumar Singh, said on Thursday, October 27, 2023, that the government had summoned all major airlines for a meeting on November 4, 2023, following a spike in complaints registered by customers on the national consumer helpline.

“We are not getting into fare structures. That is not our mandate. But we are concerned with any violation of consumer rights or deficiency in service. If an airline promises free web check-in, it cannot force a passenger to choose a paid seat,” Singh said.

IndiGo”s web check-in policy had been the subject of much confusion and frustration among passengers in recent weeks. Some passengers had taken to social media to complain that they were unable to check in online without paying for a seat, even though the airline”s website clearly states that web check-in is free.

In response to these complaints, IndiGo has revised its web check-in policy to make it clearer and more transparent. The airline has also stated that it will be taking steps to ensure that all passengers are aware of their rights and options during the web check-in process.