Open Letter Sparks Debate Over Airline Fees for Defence Bookings

Pune, 17th July 2024: In a heartfelt appeal addressed to Rahul Bhatia, Managing Director of Indigo, India’s largest airlines, Ravi Kumar, founder of UdChalo, has raised concerns over additional fees levied on defence bookings made through external channels. The letter, framed as a plea from one entrepreneur to another, underscores the challenges faced by soldiers in accessing essential travel services.

“Dear Sir,

Firstly, congratulations on achieving a 61% market share and posting Rs 8172 Cr of profits last FY. These accomplishments highlight the many things done correctly in an industry where few could even sustain.

Today, I am writing to seek your help after failing to get a positive response from your team. I understand that your team must be under pressure to generate more revenue, which might have led to certain decisions. However, this matter needs your attention.

For the past few months, Indigo has been charging additional fees on all defense bookings if booked from elsewhere. I wanted to bring to your attention that soldiers are not allowed to keep smartphones most of the time, and many operational locations have connectivity issues. We have established physical offices at many such places, including Uri, Baramulla, Kupwara, etc. Most of these soldiers are also not tech-savvy, and hence udChalo offices are their only option besides some local travel agents near cantonment areas. In such a situation, charging additional fees is counter to serving our soldiers by us and other travel agencies.

We have been raising this issue with your team for the past many months because we exclusively work with the defense sector and are present at many operational regions. For other travel companies, defense personnel are merely a target audience, but for us, making their lives simpler is what matters. Your team mentioned that such fees are implemented on all special fares, including those for doctors, students, and senior citizens. However, I believe it is unfair to compare these categories. While I respect all communities, others are tech-savvy, live most of the time in peaceful areas, and have internet accessibility, which these soldiers do not have. Moreover, their lives are always at risk. In the past one week, we lost nine soldiers. Waiving this Rs 100 fee is the least we could do for our troops. Commercially, this would have miniscule impact on your quarterly profits.

I would also like to mention that Air India had communicated plans to introduce similar fees, but upon our request and the points mentioned above, their ethics team reconsidered and removed these fees. I am confident that waiving this fee is the least you could do for our soldiers.

Thank you for your understanding and attention to this matter. Entire military families look forward to a positive response from you.

Regards,
Ravi Kumar,
Founder, UdChalo”

The issue at hand revolves around Indigo airlines’ policy to impose additional charges on defence bookings made through third-party channels, a move criticized by Kumar as burdensome and insensitive to the unique challenges faced by military personnel.

“We have established physical offices at many such places, including Uri, Baramulla, Kupwara, etc. Most of these soldiers are also not tech-savvy, and hence udChalo offices are their only option besides some local travel agents near cantonment areas,” Kumar stated, highlighting UdChalo’s commitment to serving soldiers in remote and connectivity-challenged areas.

In response to inquiries, Indigo Airlines cited a broader policy affecting all special fares, including those for doctors, students, and senior citizens. However, Kumar argues that comparing these categories to defense personnel overlooks the distinct operational constraints and risks faced by soldiers.

“Others are tech-savvy, live most of the time in peaceful areas, and have internet accessibility, which these soldiers do not have. Moreover, their lives are always at risk. In the past one week, we lost nine soldiers. Waiving this Rs 100 fee is the least we could do for our troops,” emphasized Kumar, appealing for a reconsideration of the fee structure.

The letter also highlighted Air India’s initial intent to introduce similar fees, which was subsequently reversed following ethical considerations prompted by UdChalo’s intervention.

As the debate unfolds, stakeholders await Indigo airlines’ response, with military families and advocacy groups hoping for a resolution that honors the service and sacrifices of India’s armed forces.