IndiGo addresses passenger concerns, redefines web check-in as recommended, not mandatory.
In response to a surge in complaints, IndiGo issued a clarification on Saturday, explaining that web check-in is not a mandatory requirement but is instead recommended to enhance the overall travel experience. The airline started, “While web check-in is not mandatory, we encourage our customers to use it for a smoother airport experience.”
A thoughtful social media user pointed out that the term “recommended” might be more appropriate than “mandatory” in IndiGo’s communications. In response, IndiGo acknowledged the feedback, saying, “Thank you for your input. We will pass it along to the relevant department.”
Read more:-IndiGo Flight Hit by Bird, Emergency Landing
Free Web Check-in, Seat Charges Clarified
Another passenger questioned the charges associated with web check-in and seat selection, asking why IndiGo sends “web check-in is mandatory” emails and charges for seats. IndiGo clarified that web check-in is a complimentary service and does not incur any charges. The charges mentioned in their communications are specific to preferred seat selection. Passengers can either select from available free seats during online booking or choose the system’s auto-assigned seat, which is also free of charge.
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Rohit Kumar Singh, the Union consumer affairs secretary, shared that the government has summoned all major airlines for a meeting on November 4 due to the increased number of complaints filed by customers with the national consumer helpline. He emphasized that the government is concerned with consumer rights and the quality of service, not fare structures. Singh stated, “If an airline promises free web check-in, it cannot force a passenger to choose a paid seat.”
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