A massive public backlash is building against IndiGo after days of large-scale flight cancellations and delays disrupted travel plans across the country. A new nationwide survey reveals that an overwhelming 87% of affected passengers want the airline’s service failures examined under the Class Action provisions of India’s Consumer Protection Act, 2019.
The findings reflect growing frustration not only over cancellations, but also over refund practices, compensation gaps and weak customer support during the crisis.
What the Survey Reveals
The survey, conducted by LocalCircles and cited by news agency PTI, asked passengers whether the Central Consumer Protection Authority (CCPA) should initiate Class Action proceedings against IndiGo for “deficiency of service”.
Out of 32,547 respondents,
- 87% strongly supported Class Action proceedings
- 3% opposed such action
- 10% gave no clear response
The replies came from over 303 districts across India, indicating that the anger is both deep and widespread.
Refund Integrity and Compensation Under Fire
Beyond flight delays and cancellations, the survey highlights serious concerns over refund integrity. Many passengers alleged that:
- Refunds received were lower than the original fare, despite claims of “100% refund”
- Zero-cancellation and travel insurance assurances failed in practice
- Passengers faced unauthorised itinerary changes
- Missed connections were barely compensated
- Customer support remained overloaded or unresponsive
These issues have intensified calls for stronger regulatory scrutiny rather than isolated grievance redressal.
What Class Action Under CP Act Means
Under the Consumer Protection Act, 2019, Class Action allows a group of consumers with a common grievance to jointly seek legal remedies for:
- Deficiency of service
- Unfair trade practices
- Misrepresentation
- Mismanagement affecting consumers at scale
If pursued, such action could require IndiGo to face regulatory penalties, mandatory compensation frameworks, or binding corrective directions.
Why This Matters for the Aviation Sector
This episode is not just about one airline. It raises deeper questions about:
- Passenger rights during mass disruptions
- Transparency in aviation refunds
- Accountability of airlines during operational crises
- The real-world enforceability of consumer protection promises
As India’s aviation market expands rapidly, regulators may increasingly be pushed toward system-level accountability rather than case-by-case relief.
The Road Ahead
While no Class Action case has yet been formally initiated, the numbers reflect a clear public mandate for regulatory intervention. Whether the CCPA acts on this sentiment could set a major precedent for airline accountability in India’s fast-growing air travel ecosystem.
