IndiGo is India's largest airline by passenger numbers, so travel agents book and support a lot of IndiGo travellers. One of the most common after-sales requests is help with web check-in: choosing seats, getting a boarding pass and fixing problems. This guide explains how web check-in works from an agent's point of view and how a travel portal can reduce the effort.
Airline rules change. Always confirm current check-in windows, baggage limits and document requirements on IndiGo's official website before advising customers.
How web check-in works
Web check-in lets passengers confirm they are travelling and get a boarding pass before reaching the airport. The airline opens web check-in a set number of hours before departure and closes it a short time before the flight. The passenger, or the agent on their behalf, needs:
- The PNR or booking reference.
- The passenger's last name or the email used for booking.
- Valid travel documents, especially for international flights.
Seat selection
During check-in, passengers may receive a free seat or choose a paid seat, depending on the fare and availability. Agents can add paid seats in advance at booking time if the customer wants a specific seat, such as an aisle or extra legroom. Explaining this clearly at booking avoids disappointment later.
Boarding passes
- After check-in, the boarding pass can be downloaded or sent to the passenger's phone.
- Passengers with checked baggage still need to drop their bags at the airport counter.
- For international flights, document checks at the airport are still required.
Common problems and fixes
- Name mismatch: the name on the booking must match the ID. Corrections must be requested through the airline's process before travel.
- Check-in not yet open: remind customers when the window opens, ideally with an automatic reminder.
- Special assistance: passengers who need wheelchairs or are travelling with infants may need airport check-in or advance requests.
- Booking made through an agent: some airlines need the agent's contact details or a specific route to manage bookings; keep customer contact details on the PNR where allowed.
How a travel portal helps
- Show a "web check-in" link with each booking in the customer's or agent's account.
- Send reminders when check-in opens, by email, SMS or WhatsApp.
- Offer paid seats and extra baggage during booking through the airline's API.
- Store passenger contact details correctly so airline notifications reach the traveller.
In practice: reducing support calls
A B2B agency found that a large share of its support calls before weekends were check-in questions. It added check-in reminders and direct links to its booking confirmations, and started offering seat selection during booking. Agents could answer customers' questions from the booking page instead of calling the support desk, and the agency's team could focus on changes and refunds.
Checklist for agents before a customer flies
- The passenger name on the booking matches the travel document exactly.
- The customer's mobile number and email are on the booking so they receive airline updates.
- Paid seats, extra baggage or meals requested by the customer are confirmed.
- The customer knows when web check-in opens and has the link.
- For international trips, passport validity and any visa requirements have been checked.
- The customer knows the airport reporting time and baggage drop deadline.
Running through this list at booking time prevents most day-of-travel problems.
Frequently asked questions
Can an agent check in on behalf of a passenger?
Generally yes, using the booking reference and passenger details, but the passenger remains responsible for carrying valid ID and meeting airport deadlines.
Can seats be added after booking?
Usually yes, through the airline's manage-booking options or during check-in, subject to availability and fees.
Key takeaways
- Web check-in needs the PNR, passenger name and valid documents.
- Offering seats and extras during booking reduces later requests.
- Reminders and check-in links in your portal cut support calls.
Sell IndiGo fares, seats and baggage directly from your portal with our IndiGo API integration.
