Air passengers have voiced strong criticism against IndiGo airlines for their recent handling of flight cancellations, which stranded millions of travelers nationwide and caused significant hardship. The disruptions, occurring at the start of December, led to missed important events, medical appointments, and personal emergencies, with some passengers waiting days for baggage. Despite promises from IndiGo to offer refunds and travel vouchers, many feel these measures do not adequately address their suffering.
Consumer protection mechanisms, notably the consumer commissions established under the Consumer Protection Act, are identified as potential avenues for relief. While individual complaints are handled at district-level consumer courts, affected consumers could also band together to file class-action suits with the National Consumer Disputes Redressal Commission. Past rulings have awarded compensation to passengers for flight cancellations and delays, emphasizing airlines’ accountability.
Regulatory oversight failures by the Directorate General of Civil Aviation (DGCA) and the Ministry of Civil Aviation are also under scrutiny. The DGCA did not enforce the revised Flight Duty Time Limitation (FDTL) regulations, which aim to address pilot fatigue and safety, despite promising enforcement dates. Moreover, the delay in capping airfare prices during the crisis allowed exploitative fares, exacerbating passenger distress. Parliamentary recommendations for stricter monitoring appear to have been overlooked.
The article concludes that India’s civil aviation sector must undertake urgent reforms to ensure safety, fairness, and accountability. Calls are made for establishing an independent aviation ombudsman, fostering market competition, and strengthening passenger rights to prevent future disruptions and protect consumers.
— The writer is a consumer affairs expert
