As many as 87% of IndiGo passengers surveyed want the airline’s service deficiencies to be examined under the Class Action provisions of the Consumer Protection Act (CP Act), 2019, following widespread flight cancellations and delays, according to a survey cited by PTI.The survey, conducted by LocalCircles, comes in the wake of IndiGo cancelling hundreds of flights over the last four days, leaving thousands of passengers stranded across airports and triggering sharp criticism over handling of refunds, compensation and customer support, PTI reported.The Class Action provision under the CP Act allows a group of consumers with a common grievance to collectively seek legal remedy against a company for issues such as deficiency of service, mismanagement or unfair practices.Beyond cancellations and delays, many passengers raised concerns over refund integrity, including deductions and delays, failed “zero-cancellation” or insurance assurances, itinerary changes without consent and the lack of adequate support or compensation when connections were missed, as per the survey findings.The survey posed the question: “Should the Central Consumer Protection Authority (CCPA) take up service deficiency of IndiGo under Class Action provision of the Consumer Protection Act 2019?” Out of 32,547 respondents, 87% said “yes, absolutely”, 3% said it was not required, while 10% gave no clear response, PTI said.“To sum up, 87% of airline passengers surveyed want CCPA to take up service deficiency of IndiGo under Class Action provision of the Consumer Protection Act 2019,” the statement said.LocalCircles also noted complaints from passengers who either accepted cancellations or cancelled bookings themselves, claiming that refunds credited were significantly lower than fares paid, despite assurances of “100% refunds”.The survey received responses from more than 30,000 consumers across 303 districts in India, the statement added.
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