The Ministry of Consumer Affairs in India has been flooded with complaints against the country's largest airline, IndiGo. The central issue revolves around passengers who had their tickets abruptly cancelled, only to find the same seats being sold at significantly higher prices.
A Wave of Passenger Grievances
According to official sources, the ministry's consumer helpline has registered approximately 100 complaints on this specific matter in recent times. The aggrieved passengers reported a consistent pattern: after confirming their bookings, they received notifications of cancellation from the airline. When they attempted to rebook, the fares for the same flights had skyrocketed.
This practice has raised serious questions about potential unfair trade practices. The core of the grievance is the alleged creation of artificial scarcity. By cancelling confirmed tickets and then re-offering them at a premium, the airline stands accused of manipulating availability to increase revenue, directly impacting travel plans and finances of consumers.
Government Intervention and Legal Framework
The situation prompted direct intervention from the top. Consumer Affairs Secretary Rohit Kumar Singh personally reviewed the complaints and took decisive action. The ministry has formally escalated the issue by writing to the civil aviation regulator, the Directorate General of Civil Aviation (DGCA), and the airline itself.
The ministry's move is grounded in the Consumer Protection Act of 2019. Officials have pointed out that such practices may violate key provisions of the act, particularly those related to unfair trade practices and the right to be protected against hazardous goods and services. The argument is that selling a service (a confirmed seat) and then withdrawing it without a valid reason, only to resell it at a higher cost, constitutes an unfair method of imposing additional charges on the consumer.
Broader Implications and Passenger Rights
This incident highlights a critical pain point for Indian air travelers, especially during peak travel seasons. While flight cancellations can occur due to operational or technical reasons, the simultaneous hike in fares for the rebooked seats has fueled suspicions of profiteering.
The government's proactive stance serves as a strong reminder of the rights afforded to passengers under Indian consumer law. It underscores that airlines, like all service providers, are accountable for ensuring transparent and fair dealings. The referral to the DGCA is significant, as the aviation regulator has its own set of guidelines for passenger rights in cases of cancellation, which include provisions for alternate arrangements or refunds.
The outcome of this intervention is being closely watched. It could set a precedent for how similar complaints are handled in the future and potentially lead to stricter oversight to prevent the exploitation of passengers through last-minute cancellations and dynamic pricing strategies. For now, the ministry's action has given a voice to over a hundred complainants and signaled that consumer rights in aviation will be enforced.
