Lok Sabha Question No. 3354 (UNSTARRED), answered on 2018-03-15
Subject: Incidents of Misbehaviour at Airports
Ministry: CIVIL AVIATION
Asked by: PRAHLAD SINGH PATEL, SANJAY HARIBHAU JADHAV, SANTOSH AHLAWAT, CHANDU LAL SAHU, RAVINDRA KUMAR RAY, DEVJI MANSINGRAM PATEL, SUNIL KUMAR SINGH, SHER SINGH GHUBAYA

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA

UNSTARRED QUESTION NO. : 3354 (To be answered on the March 2018)

Incidents of Misbehaviour at Airports

3354.

SHRI PRAHLAD SINGH PATEL SHRI SANJAY HARIBHAU JADHAV SHRIMATI SANTOSH AHLAWAT SHRI CHANDU LAL SAHU DR RAVINDRA KUMAR RAY SHRI DEVJI M: PATEL SHRI SUNIL KUMAR SINGH SHRI SHER SINGH GHUBA YA

## Will the Minister of CIVIL AVIATION

be pleased to state: -

- (a) whether Air India official misbehaved with a Member of Parliament for no valid reason recently, if the details thereof and action taken thereon; SO,
- (c) the details of complaint received by the passengers regarding misbehaviour by airlines staff and the quality of food served to them in the flight during last three years and the current years especially IndiGo and Jet Airways airline; and
- (b) whether it is true that manhandling of air passengers by airlines staff are 4 during the current year, airlinewise; days
- (d) the total number of complaints received from the consumers against airlines companies during the last three years and the current year, airline company-wise and the details of action taken thereon?

## ANSWER

Minister of State in the Ministry of CIVIL AVIATION

(Shri Jayant Sinha)

(a) Hon'ble MP, Shri Prahlad Singh Patel was booked to travel by AI 9617 of 22nd February, 2018 from Delhi to Jabalpur; STD was 1535 hrs. ETD was revised to 1800 hours. There was a delay of 187 minutes due to aircraft change due technical reasons. There was no remark in the PNR regarding his VIP status. Hon'ble MP had gone to AI Lounge along with another passenger

where after 2 conversation with Manager of AI Lounge, he was politely refused as he was holding Economy Class boarding card After knowing the status 0f Hon'ble MP, he was apprised that while he can sit in the lounge, the other accompanying passenger would be required to pay.

(b) (c) : No such analysis has been carried out by Directorate General of Civil Aviation (DGCA) However, one incident with regard to manhandling of air passengers by airlines staff came to the notice of DGCA in the recent Through social media, it has come to the notice of DGCA that one of the passenger who travelled by Indigo flight 6E-487 was manhandled after deplaning in the operational area at IGi Airport; New Delhi on 15.10.2017. DGCA has constituted a two member committee to investigate the occurrence: The investigation report has revealed that conduct of Mls Indigo staff was discourteous who indulged in fighting with the passenger: No complaints in respect of Jet Airways substantiating misbehaviour by their staff has been received by DGCA: past:

Serving of food on board is the commercial practice of the airlines.and Government does not interfere with the commercial aspect of the airlines.

(d) Airline  wise details of passenger com plaints, as submitted the scheduled airlines; during the period 2015, 2016,.2017 and 2018(up to January) a part of monthly submission of traffic data is placed at Annexure: complaints have been redressed by the airlines by

|                       | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   | No. of complaints addressed by airlines   |
|-----------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|-------------------------------------------|
|                       | Jan-LS                                    | Feb-1S                                    | Mar-1S                                    |                                           |                                           | Jun-15]                                   | Jul-15                                    |                                           |                                           | Oct-15                                    | Nov-15                                    | Dec-1S                                    |
| Alr Costa             |                                           |                                           |                                           |                                           |                                           |                                           |                                           | 5                                         |                                           |                                           |                                           |                                           |
| Air Asia              | 15                                        | 14                                        | 12                                        | 10                                        | 13                                        | 3                                         | 15                                        | 13                                        | 11                                        | 12                                        | 13                                        | 13                                        |
| Vistara               |                                           |                                           |                                           |                                           |                                           |                                           |                                           | 2                                         |                                           |                                           |                                           |                                           |
| Go Alr                | 169                                       | 134                                       | 325                                       | 148                                       | 68                                        |                                           |                                           | 69                                        | 51                                        | 60]                                       | 167                                       | 23                                        |
| IIndiGo               | 195                                       | 213                                       | 198                                       | 212                                       | 191                                       |                                           | 186                                       | 156                                       |                                           | 147                                       | 3                                         | 148                                       |
| [Spicejet_            | 330                                       | 248                                       | 207                                       | 198                                       | 187                                       | 160                                       | 133                                       | 416                                       | 98                                        | 89]                                       |                                           | 60                                        |
| Jet Ainrays + JetLite | 229                                       | 221                                       | 225                                       | 210                                       | 211                                       | 194                                       | 210                                       | 209                                       | 199                                       | 203                                       |                                           | 215                                       |
| Air India (Donu)      | 252                                       | 256                                       | 222                                       | 149                                       | 473                                       | 173                                       | 174                                       | 189                                       | 191                                       | 203                                       | 252                                       | 552                                       |
| Air Pegasus           |                                           |                                           |                                           |                                           |                                           | 26                                        |                                           |                                           |                                           |                                           |                                           |                                           |
|                       |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           | Nov-16                                    |                                           |
|                       |                                           | Feb-16                                    | Mar-16]                                   |                                           |                                           | Jun-I6                                    |                                           | Aub-16                                    |                                           | Oct-16                                    |                                           |                                           |
| Alr Costa             |                                           |                                           |                                           |                                           |                                           |                                           |                                           | 4                                         |                                           |                                           | 5                                         |                                           |
| Air Asia              | 16                                        | 12                                        |                                           |                                           |                                           |                                           | 14                                        |                                           |                                           | 20                                        | 3                                         |                                           |
| Gor                   |                                           |                                           |                                           | 12                                        |                                           |                                           | 8                                         |                                           |                                           | 02                                        |                                           |                                           |
|                       | 61                                        |                                           |                                           | 65]                                       | 56                                        | 108                                       |                                           | 68                                        |                                           |                                           |                                           | 62                                        |
| IndiGo                | 126                                       | 130                                       | 120                                       | 105                                       | 109                                       | 104                                       | 103                                       |                                           |                                           | 109                                       |                                           | 126                                       |
| Spicclet              | 50                                        | 48]                                       |                                           | 38                                        | 49                                        | 82                                        | 86]                                       |                                           |                                           | 97                                        |                                           | 79                                        |
| Jet Airwavs JetLite   | 216                                       | 208                                       |                                           | 211                                       | 218                                       | 203                                       | 216                                       | 212                                       | 203                                       | 19=                                       |                                           | 225                                       |
| Air India (Dom)       | 341                                       | 276                                       |                                           | 228                                       | 303                                       | 273                                       |                                           | 288                                       | 259                                       | 270                                       | 292                                       | 382                                       |
| Air Pegasus           |                                           |                                           |                                           |                                           | 21                                        |                                           | 136                                       | 105                                       |                                           |                                           |                                           |                                           |
| Air Carnival          |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |
|                       | Jan-17                                    | Feb-17                                    | Mar-17                                    | Apr-17                                    | May-17                                    | Jun-LZ                                    | Jul-17                                    | Aug-17                                    |                                           | Oct-17                                    | Nov-17                                    | Dec17                                     |
| Alr Costa             |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |
| Air Asia              |                                           | 23                                        | 16                                        | 18                                        |                                           |                                           |                                           | 10                                        |                                           | 11                                        | 12                                        | 3                                         |
| Mstara                |                                           | 2                                         |                                           |                                           |                                           |                                           |                                           | 2                                         |                                           |                                           | 5                                         |                                           |
| Go Air                |                                           | 88                                        |                                           |                                           |                                           | 62                                        | 64                                        |                                           |                                           | 69                                        | 70'                                       | 45                                        |
|                       |                                           |                                           |                                           |                                           |                                           | 80                                        |                                           |                                           |                                           |                                           |                                           | 35                                        |
| Jetlite               |                                           | 207                                       | 213                                       | 211                                       | 231                                       |                                           |                                           |                                           |                                           | 227                                       | 230                                       | 222                                       |
| Air Iadia (Dem)       | 334                                       | 306                                       | 242                                       | 226                                       | 245                                       | 196                                       |                                           | 211                                       | 208                                       | 228                                       | 266                                       | 265                                       |
| Air Carnival          |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |
| Zoom Air              |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |
| Air Deccan            |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |                                           |

|                 | Jan-18   |
|-----------------|----------|
| Air Asia        | 14       |
| Vistara         |          |
| Go Air          | 48       |
| Indigo          | 100      |
| [Spicelet       | 31       |
|                 | 222      |
| Air India (Dom) | 268      |
| [Trulet         | 2        |
| Air Deccan      |          |
| Zoom Alr        |          |