January, 6,2018:

Report states that,“Despite huge claims of the Airlines regarding check-in process, Committee is compelled to observe that check-in counters are in a mess, especially those of low cost airlines such as Indigo.”

Parliamentary Standing Committee on Transport in its report has slammed the various airlines for not efficiently manning the check-in counters and creating artificial situations to deny boarding to the confirmed ticket holders.

The Committee in its 26-page Report titled as“Issues related to improving consumers’ satisfaction of Airlines” was tabled on January 4,2018 in Rajya Sabha.

Committee on Transport, Tourism and Culture stated that,“Check-in process and the collection of luggage are cumbersome and time consuming. What passenger wants is a quick check-in, without the long queues and a smooth process of the security check.”

Committee in the Report further adds that,“Committee has noticed reports of some private airlines creating long queues at check-in counters to delay process of check-in so that passengers miss their scheduled flights. This compels them to buy tickets at the exorbitant prices to travel in next available flight.

Report states that, "Airlines are overbooking the flights and creating artificial situations to deny boarding to confirmed ticket holders. Many a times it has been noticed that adequate number of personnel are not posted to man the check-in counters.”

Committee has recommended that the arrangements be made to ensure that passenger does not spend more than 10 minutes in a queue at check-in counter to get a boarding pass.

Thus it has suggested that,“Whenever there is rush of passengers, additional staff should be deputed at check-in counters. AAI and other airport operators may provide adequate number of check-in counters and self checking kiosks at Airports.”

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