The Consumer Affairs Ministry has received around 100 complaints related to Interglobe Aviation 's IndiGo ticket cancellations following the airline's operational crisis in early December, Consumer Affairs Secretary Nidhi Khare announced on Wednesday. The complaints, covering ticket cancellations, refunds, and compensation claims, have been forwarded to the aviation regulator through Air Seva, the government's air travel grievance platform.

Consumer Complaints and Regulatory Response

The ministry received complaints on the National Consumer Helpline regarding various issues stemming from IndiGo's operational disruptions. Khare explained that consumers faced problems with ticket cancellations, full refunds, and partial refund disputes that customers found incorrect. Some passengers also sought compensation after missing connecting flights and facing other travel consequences.

December Operational Crisis Impact

IndiGo faced a major operational crisis in early December with over 2,000 flight cancellations in a week, stranding thousands during peak travel season. The disruptions primarily affected cities like Mumbai, Hyderabad, and Delhi, caused mainly by inadequate planning in implementing new flight duty norms for pilots. The new regulations required pilots and cabin crew to receive extended rest periods, including 48-hour weekly breaks instead of the previous 36 hours, along with stricter limits on night landings.

Regulatory Actions and Investigation

Following the disruptions, the Civil Aviation Ministry reduced IndiGo's winter flight schedule by 10.00% and imposed airfare caps to prevent steep increases in ticket prices. A high-level panel is currently probing IndiGo's operational disruptions, while the Directorate General of Civil Aviation (DGCA) issued a show-cause notice to CEO Pieter Elbers. The DGCA and Ministry of Civil Aviation will handle the consumer complaints as they oversee the aviation sector.

Current Operational Status

IndiGo has confirmed full stabilization of operations and readiness for the holiday travel surge. The airline is now maintaining robust operational metrics, operating 2,100-2,200 daily flights while serving over 1 million customers every 3 days across 138 destinations. The carrier has effectively managed recent weather challenges, including dense fog conditions across northern India that led to industry-wide disruptions.

Khare attributed the relatively limited number of complaints to "very proactive work" by the civil aviation ministry in addressing the crisis. The airline has thanked customers for their continued trust and reiterated its commitment to strengthening connectivity within India and to key global destinations.

The Competition Commission of India (CCI) has launched an investigation into Interglobe Aviation , seeking comprehensive details from the airline over allegations of market dominance abuse. The regulatory probe specifically examines exploitative pricing practices that allegedly occurred following flight disruptions.

Investigation Scope and Focus

The CCI's investigation centers on IndiGo's pricing strategies during periods of operational challenges. The commission is examining whether the airline's pricing practices during flight disruptions may constitute an abuse of its dominant market position in India's aviation sector.

The regulatory body is seeking detailed information from IndiGo as part of its probe into the alleged abuse of market dominance and exploitative pricing practices. This move follows instances of flight disruptions, suggesting that the CCI is particularly interested in how the airline may have adjusted its pricing during these periods of operational stress.

Regulatory Implications

This investigation represents a significant regulatory development for India's largest airline by market share. The CCI's scrutiny reflects broader concerns about competitive practices in the aviation industry, particularly regarding how dominant players respond to operational disruptions.

The probe underscores the regulatory framework's focus on ensuring fair competition and protecting consumer interests in the aviation sector. Airlines with significant market positions face heightened scrutiny regarding their pricing strategies and market conduct.

Market Context

The investigation comes amid ongoing discussions about competition dynamics in India's aviation market. Regulatory authorities are increasingly focused on ensuring that market leaders do not exploit their dominant positions to the detriment of consumers or competitors.

The outcome of this investigation could have broader implications for pricing practices across the aviation industry, particularly during periods of operational stress or market disruption. It may also set precedents for how regulatory bodies address allegations of market dominance abuse in the context of service disruptions and pricing strategies.