Twitter erupted in anger on Monday after it emerged that IndiGo airline had decided to charge its customers for web check-in. The decision evoked angry reactions from social media users, who questioned the budget airline’s ‘audacious’ attempt to ‘loot’ ordinary customers.
Here’s @Indigo working hard at loosing customer loyalty and diminishing their brand. This foolish policy incentivises passengers to cue up at already crowded check in counters at airports, leading to more chaos and needing more staff. Ends up costing more money & time! Dumb. https://t.co/FyJSeyocdv
— Nikhil Alva (@njalva) November 26, 2018
What’s going on! There is a Parliamentary report presented (in the public domain) slamming Indigo on how they treat customers. And there you go again https://t.co/kbGCivFUqk
— Derek O'Brien | ডেরেক ও’ব্রায়েন (@derekobrienmp) November 25, 2018
ICYMI. All Indigo web checked-in are charged now. I thought DIY was the way forward for businesses. https://t.co/Cf5DUl0jT3
— Vijay Shekhar (@vijayshekhar) November 25, 2018
If you are a regulator, this should make you think “market power”. The reason why Indigo can charge for online checkin, that costs it less than a counter check-in, is because it can.
If you are a regulator, you’ll be concerned that competition among airlines is weakening. https://t.co/y2BTuZe1mB
— Nitin Pai (@acorn) November 25, 2018
The topic gained momentum after the central government intervened and said that it was reviewing the IndiGo’s decision. A tweet posted by Ministry of Civil Aviation read, “MoCA has noted 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.”
MoCA has noted 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.
— Ministry of Civil Aviation (@MoCA_GoI) November 26, 2018
Elsewhere, another branch of the central government, the Ministry of Railways, used the opportunity to take a dig at the airline and made a desperate bid to potential fliers to travel in trains instead. Trolling IndiGo, the railway ministry tweeted, “No need to pay extra charges for Web-Checkins. No long queues for checking in your luggage. Avoid unreasonable tariff & reduce your carbon footprint by travelling on the good old Indian Railways at affordable rates.”
No need to pay extra charges for Web-Checkins. No long queues for checking in your luggage. Avoid unreasonable tariff & reduce your carbon footprint by travelling on the good old Indian Railways at affordable rates. pic.twitter.com/ks9fVphoLO
— Ministry of Railways (@RailMinIndia) November 26, 2018
But, there were very few takers for the railway ministry’s tweet as users poked fun at the already existing poor services in Indian trains. One user wrote sarcastically, “And arrive a day late when the fog starts!” Another commented, “What about punctuality of railway & cleanliness which is disgraceful & conditions of platforms where there is no space to even stand so before commenting on them brace yourself.”