Operating airlines is a tough business—the costs are huge and customers finicky, to begin with. One would imagine advances in technology and increasing competition would make airlines’ customer engagement as much post-sales friendly as they are pre-sales. A key missing element of the puzzle is their cancellation and refund policy that continues to fleece fliers, the government’s promises to correct this notwithstanding. The new cancellation policy is anything but guest-friendly. Airlines in India charge as much as 50% to 90% of the total ticket cost in cancellation and rescheduling charges.

Source: Mint February 17, 2019 17:03 UTC