Is Web Check-In Mandatory For Indigo Passengers? Here's What Airline Says

IndiGo has released a statement regarding the web check-in issue, highlighting that while it's not obligatory, it does facilitate a "hassle-free experience" for passengers.

"Web check-in is not a mandatory requirement, however, for a hassle-free flight experience, we recommend our customers to web check-in in advance. Web check-in allows customers to have a smooth experience at the airport," Indigo said on X.

The statement comes following several customers complaining over the web check-ins. Days ago, the Centre said that it had received complaints over the airlines displaying all seats as paid, even when web check-in is mandatory and free.

Passengers can access web check-in from 48 hours to 60 minutes prior to domestic flight departure and from 24 hours to 75 minutes before international flight departure. Airport check-in at the counter is available 60 minutes before domestic flight departure and 75 minutes before international flight departure.

Rohit Kumar Singh, the Consumer Affairs Secretary, recently said that approximately 10,000 complaints associated with the airline sector had been lodged via the government's National Consumer Helpline in the past year.

Additionally, the Centre has scheduled a meeting on November 8, summoning senior officials from all airlines and travel portals to address these concerns.

He noted that roughly half of the complaints are over "ticket cancelled but no refund received from airlines". He pointed out that some of the major grievances also include airlines displaying every seat as paid despite free mandatory web check-in.

"These complaints are just a 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 added.

"Airlines say 'free web check-in' but 'seats are paid'. Once a traveller has paid the fare and the airlines has issued a confirmed ticket then all the services have to be fair and to the advantage of the consumers. You cannot take consumer to a ride," Singh stated.

The ministry is not involved in the business operations or model of airlines or travel companies. "We are saying that when a consumer has a confirmed ticket then he should not put to further inconvenience in form of these things (paid seat) which are making life difficult for air travellers," he said.