In response to mounting concerns about additional charges during online check-in, the Civil Aviation Ministry is set to investigate certain airlines to ensure fair billing practices. The move comes after the consumer affairs department flagged the imposition of extra fees for individual seats during the online check-in process.
The consumer affairs department has not only urged the ministry to delve into these practices but has also called for a comprehensive examination to ensure passengers are billed accurately at the time of booking, with no undisclosed supplementary fees.
Furthermore, the department has directed online travel aggregators to settle all outstanding amounts for tickets canceled during the Covid-19 pandemic before the end of the third week of this month. Failure to comply may lead to legal action, including filing a contempt petition with the Supreme Court, against platforms that default.
Approximately Rs 30-40 crore in unpaid refunds for customers of online travel agencies and airlines remain outstanding. Discussions between officials from the civil aviation ministry and representatives from online travel aggregators highlighted concerns about hidden fees and the resolution of customer complaints. Union Consumer Affairs Secretary Rohit Kumar Singh proposed the appointment of an aviation industry ombudsman to efficiently address consumer grievances.
Despite explicit instructions from the Supreme Court in its October 1, 2020, ruling mandating prompt and complete refunds for tickets purchased during the lockdown period, the National Consumer Helpline (NCH) continues to receive numerous complaints about unresolved refund cases. The Consumer Protection Authority (CCPA) may take legal action against defaulting platforms.
Last year, the CCPA took suo moto cognizance of the issue, issuing notices to travel agencies and online platforms. While Ixigo and Thomas Cook promptly refunded consumers with CCPA intervention, approximately Rs 1,437 crore has been reimbursed by airlines and online travel agencies thus far.
