IndiGo clarifies web check-in policy, keeps window open for free selection of 'some seats'

Drawing heavy fire for imposing charges for web check-in for all seats, budget airline IndiGo on Monday issued a clarification saying that it has neither changed its web check-in policy, nor is there any charge for web check-in. The pricing of different seats is dynamic in nature and some seats might still be available without any extra cost, the airline said in a clarification. 

The clarification came after the government said it was reviewing airlines' decision to charge passengers for any of the seats selected at the time of web check-in to ascertain whether the move is in compliance with existing rules.

"Keeping in mind consumer preferences and market demand, IndiGo makes dynamic decisions about pricing for advance seat selection. This segmentation helps us serve different customer segments as per their requirements... The pricing of different seats is dynamic in nature and may vary based on aircraft type, length of the route, occupancy, days before departure etc," Indigo said in a statement after an outcry.

"This is to further clarify that IndiGo customers will NOT compulsorily have to pay for the seats. The pricing is only for the advance selection of seats. When the customer checks-in at the airport, the seats would be assigned for free. That said, there is no guarantee that the seat of choice for the passenger would be available at the time of airport check-in. Advance selection for a small fee helps consumers reserve the seat of their choice on their flight," the company said. 

"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," it added. 

"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," the budget carrier said. 

The company said that this is a common practice followed by airlines across the globe. 

This is in contrast with what the airline had tweeted earlier, saying that under IndiGo's revised policy, all seats are chargeable for web check-in.

"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 airline had tweeted in reply to a customer. 

 IndiGo, which has a domestic market share of nearly 43 per cent, has been levying charges for web check-in from November 14. 

By way of web check-in, passengers verify their presence on a flight online and seats can also be chosen.

Following a social media outrage, the Ministry of Civil Aviation (MoCA) said it would review IndiGo's decision.

Before revision in its policy, IndiGo passengers were able to choose certain seats, including aisle seats, free of cost while making the selection online. Now, the airline is charging for every seat selection made through the web.

Grappling with spiralling operational costs, airlines have been looking at ways to increase their revenues from ancillary services. In the latest September quarter, all the three listed carriers -- IndiGo, SpiceJet and Jet Airways -- were in the red. 

IndiGo reported a loss at Rs 651 crore in the three months ended September, mainly impacted by high fuel cost and rupee depreciation.

(With PTI inputs)