IndiGo Clarifies Web Check-In Policy Amid Passenger Complaints

Amid rising complaints from air travellers related to web check-in, IndiGo said that the process is "not mandatory". The Indian airline, however, recommended its passengers to web check-in in advance for a "hassle-free" flight experience. "Web check-in allows customers to have a smooth experience at the airport," IndiGo said in a post on X (formerly Twitter).

The clarification comes days after the Centre received complaints about airlines showing every seat as paid despite free mandatory web check-in. The Centre has also called a meeting on November 8 with senior officials of all airlines and travel portals to discuss these grievances.

Consumer Affairs Secretary Rohit Kumar Singh told a media briefing on October 26 that about 10,000 complaints related to the airline sector were received through the government's National Consumer Helpline in the last year.

About half of the complaints are related to "ticket cancelled but no refund received from airlines", he said, and added that some of the major grievances also include airlines showing every seat as paid despite free mandatory web check-in.

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

The ministry has nothing to do with the business model of airlines or travel companies, but "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.

Web check-in for passengers is available 48 hours to 60 minutes before domestic flight departure, and 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.

The Indian government has summoned all major airlines in light of the surge in customer complaints with airlines nationwide. The news comes weeks after IndiGo announced it would add a fuel surcharge to its domestic and international flights.

Complaints Related to Baggage Problems

In its recent report, The Directorate General of Civil Aviation (DGCA) also stated that flight problems, baggage and refunds were the major issues out of the 246 passenger complaints received by the scheduled domestic airlines in September.

"During September 2023, a total of 246 passenger-related complaints had been received by the scheduled domestic airlines. The number of complaints per 10,000 passengers carried for September 2023 has been around 0.20," the air traffic report released by DGCA read as reported by PTI.

The report stated that flight problems accounted for 41.9% of complaints, followed by baggage at 19.9% and refunds at 15.4%. The report further mentioned that 242 complaints out of 246 complaints have been addressed. Furthermore, the aviation regulator's study states that although the DGCA received complaints about staff attitude (4.9%) and customer service (10.2%), only 0.4% of the complaints had to do with fares.

The report goes on to say that IndiGo (61) received the most complaints, followed by SpiceJet (55) and Air India (54).

Aviation watchdog DGCA will conduct a preliminary enquiry against one of its senior officials for alleged corruption, and the future course of action will be decided after receiving the initial findings, according to a government official. Following a complaint of alleged graft, the official has been transferred to another department in the Directorate General of Civil Aviation (DGCA), the official added.

There were no official comments from the DGCA and the Civil Aviation Ministry on the issue. The government official said the preliminary enquiry will be conducted per the Central Vigilance Commission (CVC) norms against the official concerned. The official added that depending on the initial findings, authorities will decide on having a detailed investigation into the matter.

As per reports, the official facing the corruption allegations was in the DGCA department handling flying training organisations.

What is the matter?

The Directorate General of Civil Aviation (DGCA) transferred its director of flying training on Friday, October 27, two days after allegations of corruption emerged against him. Capt. Anil Gill, who earlier headed the directorate of flying training, has been discharged from that duty and has now been reassigned to the aerosports department, according to the DGCA’s order.   

The aviation regulator received a detailed complaint on Wednesday, October 25, in which multiple allegations were levelled against Gill by a whistleblower who accused him of “taking entire planes and aircraft as bribe in quid pro quo for extending favours”. Notably, the complaint, which was sent via email, had asked for the transfer of the flying training director before initiating an investigation into the alleged wrongdoings.  

The Directorate of Flying Training (DFT) is responsible for the approval of flying training organisations in the country that can issue commercial pilot licenses. The primary allegation against the former DFT chief is that he allowed flying training organisations (FTOs) to get away with violations of established guidelines in return for bribes. These violations included safety lapses that resulted in multiple aircraft accidents, according to the complaint.   

Allegations Against the Official

The complaint letter detailed a sophisticated mechanism through which Capt. Gill allegedly carried out corruption worth several crores. This includes a network of ‘benami’ aviation companies that were supposedly used to accept aircraft as bribes which were later leased out to select FTOs.

Such leased-out aircraft were then over-logged by FTOs that are in connivance with the former DFT chief to generate huge returns for the ‘benami’ companies, the letter alleged. The complaint put down how over-invoicing or over-logging was carried out by all parties involved. The letter also levelled allegations of money laundering against Gill. 

Interestingly, the complaint alleged that two out of the three aircraft accepted by Gill as a bribe were leased out to Redbird Flight Training Academy, a Delhi-based FTO whose operations across all its bases were indefinitely suspended by the DGCA earlier this week. The regulator cited repeated safety concerns as the reason behind the suspension.   

Redbird operates its training facility across five locations in India and one in Sri Lanka. The suspension came on the back of five accidents that took place at Redbird Academy in the last six months. The DGCA already stated that it will carry out an audit of the maintenance practices followed at Redbird.   

On Monday, the DGCA announced plans to audit Redbird's maintenance practices and to carry out proficiency checks on the academy's flight instructors before allowing it to recommence operations. "These incidents point to a gap in maintenance and operational aspects," the DGCA stated. Redbird operates a fleet of about 40 aircraft and reportedly plans to expand this by another 20 planes by the end of March next year. Just last week, two of the academy's training aircraft crashed near Baramati in Pune.

On 19 October, one individual sustained minor injuries when a training aircraft faced an engine-related issue and loss of power, resulting in a crash. In another event on 22 October, two people were injured when a training aircraft was forced to make an emergency landing due to power loss.

In an exciting development, Air New Zealand has signed a three-year operating lease deal with Air Lease Corporation, adding a Boeing 777-300ER to its fleet. This aircraft, previously leased to Cathay Pacific and now registered as ZK-OKU, marks a strategic move by the airline to address long-haul capacity issues and enhance the passenger experience. The carrier has been expanding its fleet to meet growing demand and resolve capacity shortages caused by Airbus Neo jets' grounding due to Pratt & Whitney PW1100G engine recalls.

The Newcomer: ZK-OKU

ZK-OKU is a 14.90-year-old Boeing 777-300ER, formerly known as B-KPJ (MSN 36157), and previously leased to Cathay Pacific. The aircraft, now registered under New Zealand's flag, arrived in Auckland in mid-October, where it is currently undergoing maintenance. It is scheduled to begin operations in mid-November, marking a significant addition to Air New Zealand's long-haul fleet.

Addressing Capacity Shortfalls

Air New Zealand's CEO, Greg Foran, highlighted the urgent need for additional aircraft to address capacity shortfalls. The airline is anticipating the delivery of two B787-9s and six B787-10s, but in the interim, the Boeing 777-300ER will play a crucial role in bridging the gap.

Greg Foran has also expressed interest in acquiring a second Boeing 777-300ER to further alleviate the ongoing capacity challenges. Currently, Air New Zealand operates seven of these aircraft, and adding one more could significantly enhance their operational flexibility.

New Routes and Superior Cabins

ZK-OKU will operate a 3x weekly route, connecting Melbourne Tullamarine to Auckland, Houston Intercontinental, and back to Melbourne. In addition, the aircraft is expected to fly several services into Sydney Kingsford Smith in the latter half of November. This expansion marks an exciting development for passengers, offering them more options for their travel needs.

One of the most noteworthy aspects of ZK-OKU is its superior premium cabins, which are expected to elevate the passenger experience. The airline has invested in enhancing its services, ensuring that travelers enjoy a comfortable and luxurious journey on board the Boeing 777-300ER.

In-Flight WiFi Considerations

While Air New Zealand strives to provide an exceptional flying experience, it's important to note that ZK-OKU will not offer in-flight WiFi to passengers. This is due to the airline's lack of a contract with the installed Panasonic system. However, passengers can still enjoy a range of amenities and services designed to make their journey enjoyable and relaxing.

Conclusion

The addition of the Boeing 777-300ER (ZK-OKU) to Air New Zealand's fleet represents a strategic move to address capacity shortages and enhance the passenger experience. As the airline awaits the delivery of new Boeing aircraft, this lease agreement ensures that travelers can continue to enjoy reliable, premium long-haul services. With superior cabins and new routes on the horizon, Air New Zealand remains committed to meeting the evolving needs of its customers.

With Inputs from ch-aviation

Travelport, a global technology company specializing in travel bookings, and Air India, India's premier global airline, announced a significant expansion of their existing partnership on October 27, 2023. This expanded agreement includes the integration of New Distribution Capability (NDC) content and servicing, marking a pivotal development in the travel industry. 

Strengthening a Valued Partnership

Travelport and Air India's extended agreement solidifies their ongoing collaboration, aimed at enhancing the delivery of a comprehensive NDC solution. This solution will empower Travelport's extensive network of travel agencies, allowing them to seamlessly access, search, and book Air India's diverse range of product offerings.

Nipun Aggarwal, Chief Commercial and Transformation Officer at Air India, expressed the significance of this partnership, saying, "Our valued partnership with Travelport is an important part of our growth and technology strategy as we prepare to deliver a complete solution that makes it easy for agents to access and service Air India’s content and offers."

The move toward NDC integration demonstrates Air India's commitment to providing modern and efficient solutions for its partners and passengers. With this step, Air India seeks to ensure that both travel agents and travelers experience a seamless and contemporary retailing process.

Enabling Global Travel Agencies

The extended partnership between Travelport and Air India has a clear goal in mind: to offer more choices and simplify the process of searching and booking travel options that cater to travelers' specific needs. This renewed agreement ensures that Travelport subscribers will continue to have convenient access to Air India's extensive network of destinations, which is set to further expand and evolve.

Damian Hickey, Global Head of Airline Partners at Travelport, explained the significance of this expanded collaboration: "Our expanded agreement with Air India positions Travelport and our operator partner ITQ to continue driving modern travel retailing as the leading travel technology partner of choice for travel agencies in India."

The Future of Travel Retailing

The integration of NDC content through Travelport+ is a significant step forward for both companies. Travelport's innovative retailing and merchandizing solutions will complement the NDC offering, making it easier for travel agents to operate as modern retailers and deliver exceptional service experiences for travelers choosing to fly with Air India.

This forward-thinking partnership between Travelport and Air India reflects the changing landscape of the travel industry, where the importance of advanced technology and streamlined processes is paramount. As the industry evolves, so do the solutions that these two companies can provide.

Conclusion

Travelport and Air India's extended and expanded agreement, with the inclusion of NDC content and servicing, is a promising development in the travel industry. It reaffirms the commitment of both companies to offering enhanced services to travel agencies and passengers.

As technology continues to reshape the travel sector, this partnership is a testament to the adaptability and innovation that will drive the future of travel retailing. Travel agencies and travelers alike can look forward to a more seamless and modern experience when booking with Air India, thanks to this collaboration.

With Inputs from Travelport

In a significant development that underscores the deepening ties between India and Vietnam, Union Minister of State for External Affairs, Rajkumar Ranjan Singh, recently urged airlines from Vietnam to consider launching direct flights to cities in India's north-eastern states.

This initiative is aimed at fostering increased investment and tourism opportunities for both nations. Guwahati, often referred to as the "Gateway to Southeast Asia," boasts an international airport with existing direct flights connecting to Bangkok and Singapore. The Minister's call for direct air connectivity with Vietnam reinforces India's commitment to its 'Act East Policy,' which seeks to enhance economic cooperation and cultural ties with ASEAN countries.

Historical Bonds and Expanding Relations

India and Vietnam share a long-standing friendship that has evolved over shared historical ties. The recent establishment of a comprehensive strategic partnership, coupled with Prime Minister Narendra Modi's historic visit to Vietnam in 2016, has further strengthened their strategic relationship.

The bilateral trade between the two nations has seen remarkable growth, with trade volumes surging from a mere USD 200 million in 2000 to an impressive USD 15 billion in 2022. The nations have set ambitious targets, aiming to elevate their trade to a substantial USD 20 billion in the near future.

Investment Opportunities Galore

India, with its 'Make In India,' 'Skill India,' 'Digital India,' and 'Startup India' initiatives, has positioned itself as the world's third-largest startup hub and offers vast investment opportunities across various sectors.

From infrastructure development to renewable energy, digital technology, healthcare, and more, the Indian market is ripe for exploration and investment. The Minister highlighted the progress made by Vietnam in the economic arena, particularly after the 'Doi Moi' reforms of 1986. Vietnam has emerged as a manufacturing hub, excelling in high-technology products while continuing to thrive in traditional agriculture, fisheries, and forestry.

Synergy in Industrial Sectors

The two nations share industrial product lists that align well with each other, offering entrepreneurs ample opportunities in sectors such as automobile, textiles, leather, chemicals, plastics, agro-processing, agro-machinery, infrastructure, IT, and healthcare. Both India's northeastern states and Vietnam have robust economic potential, and their similarities in industrial production create a solid foundation for mutually beneficial partnerships.

The North East: A Treasure Trove of Opportunities

The northeastern states of India are a treasure trove of opportunities. Blessed with rich horticulture, medicinal plants, and a thriving organic farming sector, the region is poised to become a manufacturing hub for organic products, renewable energy, and international tourism. The region's abundant raw materials, cost-effective labor, and access to South East Asian markets make it an ideal destination for investment.

Tourism and Hospitality: A Growing Sector

North East India is renowned for its diverse geography, rich cultural heritage, and history, attracting domestic and international tourists alike. The region's hospitality industry is rapidly developing to cater to the growing demand, making it an attractive sector for investment. Recognizing this potential, the Minister invited hospitality businesses from Vietnam to explore investment opportunities in this sector. The Indian government is committed to facilitating and extending full support for investments from Vietnam in India.

Unlocking the Potential

In a proactive step to promote investment and trade, presentations were made at an 'Investment and Trade Session' attended by 30 companies from North East India and 80 Vietnamese organizations. These presentations covered a wide spectrum of trade and investment opportunities, from trade and investment relationships to prospects in sectors like agriculture, handloom, handicrafts, and more.

Furthermore, a dedicated meeting focused on the tourism potential of the region brought together 52 tour operators from Vietnam and 20 from North East India. The Union Ministry of Tourism's Regional Director emphasized the potential for bilateral tourism and trade, aiming to introduce Vietnamese tour operators to the wonders of India, fostering cultural understanding, tourism, and trade.

Conclusion

The recent initiative to explore direct flights between Vietnam and India's north-eastern states marks an exciting new chapter in their bilateral relations. It promises to create substantial economic opportunities, strengthen cultural ties, and facilitate the flow of tourism.

The invitation extended to Vietnam to invest in various sectors in India's north-eastern region is an affirmation of the strong and growing partnership between these two nations. As the collaboration between India and Vietnam continues to deepen, it opens up exciting prospects for the prosperity of both nations and the entire ASEAN region.

In 2024, British Airways, one of the world's leading airlines, is set to commemorate a momentous milestone – a century of uninterrupted service to India. As the airline prepares to mark this incredible achievement, Hamish McVey, the Director of Marketing at British Airways, underlines the pivotal role that India plays in the airline's global operations.

A Century of Connecting Nations

"The Indian market has always been a huge, important market for us. Next year, we are celebrating 100 years of flying to India. So, yes, it is in our top three markets we are flying to, and we have 56 flights a week, making it an essential destination for us," McVey stated.

This century-long connection between the United Kingdom and India is a testament to the enduring relationship that the airline has fostered with the subcontinent. It highlights the commitment of British Airways to facilitate the movement of people and goods between the two nations, playing a significant role in connecting families, businesses, and cultures.

Overcoming Pandemic Disruptions

The aviation industry faced unprecedented challenges in the wake of the COVID-19 pandemic, with a sharp decline in global travel and substantial disruptions to operations. However, in the last two to three years, the industry has experienced a remarkable resurgence in demand, and this demand has proven to be astonishingly sustained.

McVey attributes this resurgence to the enduring love and passion for travel, a sentiment that British Airways has sought to respond to. "For us, it has been about responding to that. To respond to the demand as it has been coming back into the market. India is a very good example of that," he remarked.

The revival of the aviation industry signifies the resilience and adaptability of airlines like British Airways, which have consistently adapted to changing circumstances to meet passenger needs.

India's Significance in British Airways' Operations

Sean Doyle, the Chief Executive Officer of British Airways, further emphasizes India's crucial role in the airline's global strategy. India stands as the biggest market for employment for British Airways outside the UK, and the country's vast human capital presents immense potential.

"India has huge potential in terms of human capital; we want British Airways to take advantage of that," Doyle stated. This strategic focus on India underscores the airline's commitment not only to serving Indian passengers but also to harnessing the diverse talents and skills that India's workforce has to offer.

Conclusion

As British Airways approaches its centenary of connecting the United Kingdom and India, it is evident that the airline's longstanding presence in India has been instrumental in shaping its global operations. The airline's resilience in the face of the COVID-19 pandemic and its recognition of India as a vital market for both passengers and human capital highlight the enduring relationship between British Airways and India. This centenary celebration is not only a testament to the past but also a sign of a promising future as the airline continues to connect these two nations for generations to come.

With Inputs from CNBC TV18