Indian domestic aviation has hit a nadir, but only for its passengers. This piece stems from first-hand experience and those of family members. So it is as authentic as it can get. My flying ordeals with IndiGo and Spicejet in recent times have been the worst in decades. And these must be shared because travellers will otherwise be bombarded with the airlines’ side of the story through newspapers, magazines and various propaganda apparatus. Just this morning, the Times of India carried a small piece extolling IndiGo’s performance indicators. It happens to be the first Indian carrier to cross the ten-crore passenger mark in a calendar year, one lakh crore in market capitalisation and to have over two thousand daily flights. Congratulations IndiGo, but this means sweet nothing to your passenger. But then, what do you care?
According to 2022 open-source statistics, IndiGo’s market share by passenger load was about 56 per cent and that of Air India was about 25 percent. With GoFirst filing for insolvency, IndiGo’s share would be touching 60 per cent or more. Two airlines having more than eighty-five per cent market share is bad news. And the biggest having sixty per cent is worse. It means several things, the bottom-line being that the passengers will suffer. It is a case of a service provider becoming so big that it stops bothering about its clientele because the latter has little choice.
Starting from the beginning. The one word that strikes the mind the moment you initiate a booking is ‘greed.’ The dynamic fare policy is grossly misused. Browsing history is captured by booking sites and every time you revisit the proposed itinerary, the fares increase. Discounts mean nothing. If you opt for a senior citizen or defence concession, the website either hangs or informs you that there are no flights available with those fares on the proposed date of travel. Modify your search to regular fares and the booking goes through like greased lightning. Draw your own conclusions.
Second, there are a range of options designed only to make money. Pay money and you are ‘fast forwarded,’ which mean you get priority check-in and priority boarding. These niceties that were available to adults with infants, defence personnel and people with disability now comes at a price. Everything else is chargeable. Even baggage safety, for heaven’s sake. The screen asks you if you want to insure your baggage. One always thought that the airlines had adequate liability for passengers’ baggage for its safe and correct delivery. Seats, that were earlier allocated on a first-come, first-served basis are now chargeable in different categories. Seats with more leg room are the most expensive followed by aisle and window seats (more expensive in the front of the cabin than at the rear), non-reclining and even middle seats. Middle seats, which were free, now command a royal price of Rs 99/=. Page after page, one feels completely cheated at this blatant daylight robbery.
Third, IndiGo’s huge market share claim has downsides. Our airport infrastructure is not geared to cater to this traffic. Since the number of flights have increased, airports start getting crowded from as early as 5 am in the mornings. I had a personal experience at the Ahmedabad airport a few weeks ago when, having web checked-in, facilitated by Digiyatra and without any check-in baggage, it took me all of one hour to negotiate lines at the baggage scanner and security check. There were serpentine queues at the check in counters too, indicative of inadequate staffing to accommodate so many passengers on their flights. Then of course, there are lines at the boarding gates and one more at the aircraft door. Oh yes, another experience at Kolkata airport was of waiting in yet another line for the shuttle buses to transfer passengers from the boarding gate to the aircraft. There were just not enough buses.
Fourth, timeliness and efficiency on which IndiGo once prided itself is all but gone. A family member who had to advance his flight due to an office meeting paid up Rs 2500/= to have the flight changed to an earlier flight reached the airport to discover that the earlier flight was delayed by two hours. Money gone, meeting gone, irreparable damage done. Who pays for such things? On arrival at the destination, there was a forty-five-minute wait for the ladder to get placed at the door because of inadequacy of ground staff. These are all indications of an organisation bursting at the seams, inefficiency, lack of staff, inadequate resources and too much ambition; and poor supervision by regulatory authorities and airport officials.
Fifth, there has been a perceptible drop in the standard of onboard efficiency and service. There are too few attendants to handle flights with 100 percent occupancy. There is no more ‘service with a smile.’ It is clinical. The flight attendant who serves a glass of water carries an attitude of doing the passenger a favour. After ‘pre-ordered’ meals are served, the flight attendants normally ask other passengers if they wish to purchase any food items. Earlier, one could order a cup of tea or coffee for Rs 100/= but during a recent flight when I asked for the brew, the attendant said, “Sorry, Sir. We cannot serve just tea or coffee; it will cost you Rs 200/= and the accompanying snack is ‘free’. I do not see the logic of this strange scheme. Do you?
While the passenger experience is going from bad to worse, the prices of air tickets are rapidly going north. Since the demand is high, passengers are willing to pay the fares and the dynamic pricing policy is not helping either. This is bound to happen when monopoly of the domestic skies and increasingly, international sectors are being handed over to just one or two operators. The regulators and airport authorities don’t seem to find anything wrong with this; and it surprises me no end. If you don’t believe me, visit the reviews on TripAdvisor for more horror stories.
So, ladies and gentlemen, boys and girls…take matters into your own hands and shake the conscience of the airlines, regulators, airports authorities and civil aviation officials so that you get the service for which you are paying though your nose, while the airline laughs all the way to the bank. Keeping quiet is as much crime as perpetuating it.
Entirely concur sir. Stopped using Spicejet since Apr 21. Indigo is pathetic, with every seat selected being charged.
Agree sir. The travails of air travel has been aptly brought out by you. That Indigo and Air India are monopolizing the domestic skies, does not augur well for its passengers. It’s well past time that the Civil Aviation Ministry and DGCA wakes up and smells the coffee.
Sir, What you’ve written is not your personal experience, but that of 1000s of other pax, some complain, some simply take it with a pinch of salt, and move on. The skies are not as clear as they appear. The Min of Civ Aviation and DGCA should definitely take some serious steps to reduce the woes of the pax.
Sad but true Sir. Lack of competition kills efficiency of service. Once a very efficient airlines has unfortunately suffered due to bad management. Thank God they have not started charging us for the air we breathe while onboard…..
Everything mentioned is correct especially the greed part of it.
That is why Indigo is always my last choice since last couple of years. I take Indigo only when nothing else is available.
It is sheer arrogance at its best and they are getting away with it cause a pax hasn’t many options. The mighty also fall and the fall is spectacular. Vaddey Vaddey shah aayey tey chaley gayi, but only those are remembered and revered who are good.
Hi everyone, I have just travelled from Delhi to Mumbai, guess what, the Sr Citizen fares are cheaper than the fares payable by Armed Forces personnel, Serving or Retired. Making a Mockery of Armed Forces Personnel for having done their bit for this country.
Perfect analysis, sir! With Go First nose diving, the Indigo is the king in the private sector, albeit a king with a high headedness. We have heard and seen (in video clips) how rudely the staff behaves these days with the passengers, even the elderly people. They care two hoots for their customers. The regulators are hand in glove, with their palms greased. It’s only MOCA or PMO, which can act if more and more air travellers raise their voice against such a monopoly.
Absolutely true
So very true sir. I am sure most of us can very well relate to all the experiences that you have had. Having grabbed the market share, Indigo is just not bothered about customer satisfaction. Hope these observations are brought to the notice of the top Indigo management.
All the observations are Bang on. The attitude displayed by the organisation and the staff smacks of arrogance.
Problems as experienced first hand have been well articulated . I am sure it will reach the Indigo ears and they would take some corrective actions . Monopoly does lead to dictating as well as lethargy at times .
I am a regular Indigo traveller , Sector being Kochi to Bangalore and return or Kochi Delhi Kochi .. Some how ,May be I have been lucky, my experience has been very good from check in to onboard to luggage collection . May be some sectors the required focus has to come in
Good evening Sir, things are getting bad to worse in aviation sector. Fortunately, there is a discernable improvement in Air India after the recent takeover. I hope the customers are able to take Indigo to the laundry.
Thanks for putting across the views of आम आदमी (ordinary traveller)
While there is a cheer for the Airlines and Civil Aviation sector which earn huge revenues , with so much demand and little competition , both the quality of services and experience of Air Travel are not going to be any better .
The earstwhile Train traveller who has taken to Air travel due to affordable pricing might revert to Train /Road if things do not improve !
Dasu, you missed out the terrible delay to get back your luggage at the conveyor belt at destination, anywhere between 30 -45 minutes on the average.
Very correct. I would like to add the menace of the online ticketing agents mushroomed all over the country. Except one or two all others are highly unreliable and they often don’t return money even in case of airlines’ cancellation. During lockdown spicejet et all did not return money on flight cancellation and played trick such that you could not recover money for your subsequent journeys. I too lost money. In May23, I was lured to buy two kolkata-delhi GoFirst tickets through a ticketing agent and the airlines cancelled the flight since they got bankrupt. I have lost hopes to get the refund. Even my repeated complaints to Minister of civil aviation met with cold shoulder.
Absolutely bang on. Had a bad experience recently.
Sharing your voice with all Indigo Pilots I know
Pilots can do nothing…pl share with mantris and santris, if you can…
Amazing as usual Dasu Sir. May Indigo wake up to the 1000 decibel crescendo of your megaphone. Reminds me of the joke of the Indigo boss at a bar.. Gets charged for a glass, chair, AC, washroom use 🍸🤣Karma is a female dog as they say 😜
Had two unpleasant experiences with the same airlines. One, had a flight in the early morning hours. Reached airport just after midnight again to serpentine queues mainly due to inefficiency of staff. By the time, security check was completed we were hurried on to the bus by the staff. The bus cramped with passengers, after travelling a short distance, was stopped for almost 40 minutes to the utter discomfort of the passengers including old and children, most of whom were standing. Had written an official complaint regarding this to the airline with no response.
Another instance was at the check in, in addition to long delays to issue the boarding pass at the counter, the staff issued a boarding pass which was barely legible. The same was not read by the scanners for entry to security checks. Had to resort to taking assistance from the security personnel to clear the gate prior and after security checks. Have resorted to e-boarding pass since then.
True that sir. Customer satisfaction seems to be the lowest in priority – only because I don’t want to say it is zero. Most of the *can be corrected issues* stare you in the face and are so self evident that one wonders if the organisation cares. Of course one can’t say doing one’s duty for the duty word has so much enshrined. Even going through the motions is a sham
Very true Sir! Prices are soaring and comfort to the passenger is dwindling. Management thinks the relationship between the two is inversely proportional.
Airlines staff to passenger ratio has also been going down due cost cutting and passengers travelling by air has only been increasing!!!
Dear Dasu
All the observations are factual and any airtraveller will vouch for it. Yes I agree that keeping quiet and keep on bearing this atrocious functioning of the Airline Operators as customers is no solution.But who will rein them in.About a few months back it was seen in the newspaper that the Ministry will look into the exorbitant prices.But nothing was heard after that.The money power and the monopoly definitely might have restrained the Ministry from taking any action.The “open sky policy” of the Govt has infact thrown the airtravellers into the ooen sky.Market forces are making the life of a commoner too difficult.
Mike
Absolutely 100% correct, very well brought out by the author.
All aspects brought are faced by all passengers on a daily basis. I went through the same ordeal when I tried to book a ticket for me and my wife to Kolkatta from Kochi in Indigo. 2 days after booking they informed that the Flight timings have been revised due to “operational reasons”. I had to change my entire programme as the Flight was advanced by 3 Hours.
Booking experience is horrible to say the least. It is greed driven and see how the company can extract maximum money from Customers. Seats cost for each sector, luggage, concessions ( only on paper), AI inputs etc are all hitting below the belt of the passenger.
It is cheaper to fly to Bangkok rather than to Kolkatta from Kochi.
At the Civil Aviation ministry and DGCA all the above issues brought out in the article need to be addressed on priority else a major incident/accident could happen due to lack of staff and short cuts being taken.
In addition, the passengers will continue to be exploited by these monopolizing airlines.
True to the core adding up not limit to hand baggy size and numbers
How true and factual. Ordeals of Air passengers are increasing by the day and every day New items , un imaginable and un thought of, crop up as problems. Airline staff, ground/cabin crew, have no solutions. I have stopped looking at any concessional tickets as they are non existent, in reality.
Huge dilemma. Have been trying to avoid Indigo for years. Unfortunately Indigo has a flight from anywhere to anywhere at a time when you want . No other airlines has that bandwidth.