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. Meanwhile, IndiGo cancelled 67 flights from multiple airports due to forecasted bad weather and operational reasons, highlighting ongoing operational challenges for the carrier.

Latest Flight Cancellations and Weather Impact

IndiGo cancelled 67 flights from multiple airports, with only four cancellations attributed to operational reasons while the remaining were due to forecasted bad weather at various airports including Agartala, Chandigarh, Dehradun, Varanasi, and Bengaluru. The airline issued a travel advisory stating that low visibility and fog over Bangalore has impacted flight schedules, with the carrier monitoring weather conditions closely.

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. The complaints have been forwarded to the aviation regulator through Air Seva, the government's air travel grievance platform.

December Operational Crisis and Schedule Reduction

IndiGo faced a major operational crisis in early December with over 2,000 flight cancellations in a week, including 1,600 flights cancelled on a single day due to inadequate planning in implementing new rest norms for pilots. The disruptions primarily affected cities like Mumbai, Hyderabad, and Delhi, caused mainly by crew shortage and improper implementation of new regulations for pilots' duty period and rest, which were put in place from November 1.

Following the massive disruptions, the government reduced IndiGo's winter flight schedule by 10.00% or 214 flights per day. Under its original winter schedule, the airline was permitted to operate 15,014 domestic flights per week or about 2,144 flights per day. However, IndiGo can now operate no more than 1,930 flights per day on domestic routes under the current winter schedule.

Ongoing Investigation and Regulatory Oversight

The Directorate General of Civil Aviation (DGCA) formed a four-member panel comprising Joint DG Sanjay Brahamane, Deputy Director General Amit Gupta, senior Flight Operations Inspector Kapil Manglik, and FOI Lokesh Rampal to identify root causes of widespread operational disruptions. The panel has already questioned IndiGo CEO Pieter Elbers and Chief Operating Officer Isidre Porqueras as part of its probe and is expected to submit its report this week.

The DGCA has announced the period between December 10 and February 10 as the official fog window this winter, requiring airlines to mandatorily roster pilots trained in low-visibility conditions and deploy CAT-IIIB-compliant aircraft fleet for such operations. IndiGo's operations remain under DGCA monitoring following the earlier flight cancellations.

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.