Following an outcry over an apparent change in its web check-in policy, low-cost airline IndiGo has clarified that it has “neither changed its web check-in policy nor is there any charge for web check-in”.
It added that it will charge for “advance selection” of seats if passengers wish to reserve a seat of their choice on their flight during the web check-in process.
“While the preferred seat pricing starts as low as Rs 100, there would be some seats that may be available for free depending on the market dynamics for the flight... If the passengers have no particular preference for seats and would not like to pay for advance seat selection, they can either reserve any free seats available at the time of web check-in or will, of course, be assigned seats at the time of airport check-in,” it said, adding that a free check-in at the airport will not guarantee passengers a seat of their choice.
The controversy arose after a tweet by the IndiGo official handle, in response to a customer query, said on November 24 that “as per our revised policy, all seats will be chargeable for web check-in. Alternatively, you may check-in at the airport for free. Seats will be assigned as per the availability.”
The tweet was in response to the customer, who said he was not able to check in on the web, without selecting a seat, all of which were paid.
As per our revised policy, all seats will be chargeable for web check-in. Alternatively, you may check-in at the airport for free. Seats will be assigned as per the availability. ~PrabhRelated stories
— IndiGo (@IndiGo6E) November 25, 2018
IndiGo’s statement today did not make a reference to the tweet mentioning the “revised policy”, which according to the Twitter exchange, kicked in on November 14.
After the issue sparked an outrage on social media, the Ministry of Civil Aviation tweeted earlier today that "airlines are now charging for web check-in for all seats. We are reviewing these fees to see whether they fall within the unbundled pricing framework."
Is web check-in truly free?
On IndiGo’s website, however, the airline laid out charges for its advance seat pricing.
Barring a small section of seats (rows 3-8) on its ATR fleet, all other seats across the ATR range, as well as the A320, are chargeable, with prices ranging from Rs 100 to Rs 800.
Of the 196 aircraft on its fleet, only 12 are ATRs, according to Plane Spotter.
A company spokesperson did not respond to a request for an official clarification -- the copy will be updated following a response -- but an IndiGo customer care executive told Moneycontrol that seat selection is mandatory during the web check-in process. Effectively, this means barring a handful of free seats on ATRs, customers will have to mandatorily pay for a web check-in.
Correction: A previous version had stated that seat selection on IndiGo was chargeable across the range. The error is regretted.
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