IndiGo Passenger Claims She Was Denied Boarding Due to Overbooking, Sparks Outrage Online
3 min read
Consumer Rights in Spotlight as Airline Faces Backlash Over Alleged Denial of Boarding
New Delhi: IndiGo, one of India’s leading low-cost carriers, has come under scrutiny after a passenger alleged that she was denied boarding despite having a confirmed ticket. The passenger, identified as Manisha, a marketing strategist, took to Instagram on February 24 to share her ordeal, claiming that the airline refused to let her board because the flight was overbooked.
The incident, which occurred at Delhi Airport, has sparked widespread discussion on social media, with many questioning airline overbooking policies and passengers’ rights in such situations.
Passenger’s Frustration Over Alleged Denial of Boarding
In a video posted on Instagram, Manisha narrated her experience, stating that she was supposed to travel home for her sister’s wedding but was stopped at the check-in counter. Despite having a confirmed ticket, she was informed that the flight was overbooked, and she would have to wait for another flight the next day.
“I’m going back from the airport now because a lovely sweet lady at the counter told me ‘Ma’am, nahi ho payega (won’t be possible). We have overbooked our flight and we can’t let you board,’” she said in the video.
According to Manisha, she attempted web check-in three times before reaching the airport, each time receiving confirmation that her check-in was successful but never receiving a boarding pass. Upon arriving at the airport, an IndiGo staff member directed her to customer service, stating that her seat had not been assigned.
What frustrated her further was the airline’s response. She claimed that the staff blamed her for not completing web check-in properly. “The lovely lady had the audacity to say ki ‘aapki galti hai, aapne web check in time pe nahi kiya (It’s your fault. You did not do web check-in on time),” she said.
Watch the video below:
Allegations of Preferential Treatment?
Manisha also questioned IndiGo’s priority system, alleging that the airline might be favoring passengers who booked at higher fares over those who made reservations in advance.
In her caption, she wrote, “IndiGo, a new way to prioritize passengers that have booked at higher fares—over those who have booked well in advance?” She further criticized the airline’s customer support, calling her experience “sheer torture.”
Social Media Backlash and Legal Awareness
Her post quickly gained traction, drawing reactions from fellow passengers and travel experts. Several users advised her to take legal action, pointing out that airline regulations mandate compensation in cases of denied boarding due to overbooking.
- “As per the rule, they have to give you a flight within 1 hour. If not, 10X base price + a flight ticket or you can file a case against them,” wrote one social media user.
- Another commented, “I have faced this issue myself and I was handed ₹10,000 in cash upfront. Not sure how you didn’t get it. Or are you just making this video for some publicity?”
Airline Overbooking: What Are Passengers’ Rights?
Overbooking is a common practice in the airline industry, where carriers sell more tickets than available seats, assuming that some passengers will not show up. However, passengers who are denied boarding due to overbooking are entitled to compensation under aviation rules.
In India, the Directorate General of Civil Aviation (DGCA) has clear guidelines for such situations:
- If a passenger is denied boarding despite having a valid ticket and reporting on time, the airline must arrange an alternate flight within an hour.
- If the alternate flight is delayed beyond 24 hours, the passenger is eligible for monetary compensation, which can go up to 400% of the one-way basic fare, subject to a cap of ₹20,000.
IndiGo Yet to Respond
As of now, IndiGo has not issued an official statement regarding the incident.
This incident raises crucial questions about airline accountability, passenger rights, and transparency in overbooking policies. If the allegations are true, it could lead to increased scrutiny over how airlines handle confirmed ticket holders and whether regulatory bodies need to step in to enforce stricter guidelines.
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Disclaimer: The views expressed in this article are those of the author and do not necessarily reflect the official policy or position of India Prime Times
