Lok Sabha Question No. 4615 (UNSTARRED), answered on 2017-03-30
Subject: Facilities to Air Passengers by Airlines
Ministry: CIVIL AVIATION
Asked by: DILIP PATEL

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA UNSTARRED QUESTION NO. : 4615

(To be answered on the 30th March 2017)

## FACILITIES TO AIR PASSENGERS BY AIRLINES

4615.

SHRI DILIP PATEL

Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a) whether Government is aware of cases of poor services and lack of facilities provided by various airlines to passengers;
- airlinel year-wise;
- (d) the steps taken by the Government to redress the grievances of air passengers?
- (c) the action taken by the Government against such erring airlines; and

## ANSWER

Minister of State in the Ministry of CIVIL AVIATION

(Shri Jayant Sinha)

(2) to (d): As per the prevailing regulations issued by Directorate General of Civil Aviation (DGCA) airlines are required to establish complaint redressal mechanism and redress the passenger complaint within stipulated time frame: Airline wise passenger complaint for 2014, 2015, 2016 and 2017 (up to February) is placed

DGCA has issued Civil Aviation Requirement (CAR), Section-3Air Transport, Series M, Part-IV titled "Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delays in fights Airlines are required to provide facilitation/compensation to passengers as per conditions specified in the CAR,

Further, Ministry has recently launched the Air Sewa & Portal, an initiative to offer people a convenient and hassle free air travel experience: Air Sewa initiative of the Ministry also covers grievances relating to ail Airlines. App

## Total No. of Complaints

<!-- image -->

|                       | Jan-14   | Feb-14   | Mar-14   | Apr-14   |          | May-14 Jun-14   | Jul-14   | Aug-14   | Sep-14   |          | Nov-14   | Dec-14   |
|-----------------------|----------|----------|----------|----------|----------|-----------------|----------|----------|----------|----------|----------|----------|
| Air Costa             | 0        |          | 3        | 3        | 3        |                 | 2        | 3        | 4        | 4        | 5        | 3        |
| Air Asia              |          |          |          |          |          | 18              | 3        | 2        | 3        | 5        | 11       | 12       |
| Go Air                | 37       | 39       | 34       | 48       | 88       | 151             | 81       | 81       | 113      | 223      | 220      | 371      |
| IndiGo                | 164      | 141      | 135      | 103      | 119      | 183             | 92       | 106      | 82       | 106      | 110      | 241      |
| Spicejet              | 115      | 101      | 109      | 111      | 123      | 127             | 129      | 146      | 123      | 121      | 142      | 210      |
| Jet Airways + JetLite | 201      | 185      | 183      | 181      | 192      | 181             | 61       | 185      | 197      | 280      | 219      | 230      |
| Air India (dom)       | 227      | 188      | 207      | 187      | 227      | 239             | 213      | 189      | 228      | 341      | 226      | 255      |
| Total                 | 744      | 655      | 671      | 633      | 752      | 900             | 581      | 712      | 750      | 1080     | 933      | 1322     |
|                       | Jan-15   | Feb-15   | Mar-15   | Apr-15   | May-15   | Jun-15          | Jul-15   | Aug-15   | Sep-15   | Oct-15   | Nov-15   | Dec-15   |
| Air Costa             | 5        | 5        | 3        |          |          |                 |          | 5        | 5        | 5        | 6        | 6        |
| Air Asia              | 15       | 14       | 12       | 10       | 13       |                 | 15       | 13       | 11       | 12       | 13       | 13       |
| Vistara               | 2        | 1        | 2        | 1        | 2        | 180             | 2        | 2        |          | 3        | 2        |          |
| Go Air                | 169      | 134      | 325      | 148      | 68       | 14              | 74       | 59       | 51       | 60       | 167      | 93       |
| IndiGo                | 195      | 213      | 198      | 212      | 191      | 67              | 186      | 156      | 149      | 147      | 125      | 148      |
| Spicejet              |          | 248      | 20.7     | 198      | 187      | 194             | 133      | 116      | 98       | 89       | 78       | 60       |
| Jet AirwaystJetlite   | 229      | 221      | 225      | 210      | 211      | 173_            | 210      | 209      | 199      | 203      | 211      | 215      |
| Air India (dom)       | 252      | 256      | 222      | 149      | 173      | 160             | 174      | 189      | 191      | 203      | 252      | 552      |
| Air Pegasus           |          |          |          |          | 9        | 26              |          | 2        | 3        | 2        | 2        | 2        |
| Truelet               |          |          |          |          |          |                 |          | 9        | 2        | 3        | 1        | {1       |
| Total                 | 1197     | 1092     | 1194     | 935      | 858      | 819             | 802      | 770      | 710      | 727      | 857      | 1091     |
| Air Costa             | jan-16 6 | Feb-16 5 | Mar-16   | Apr-16 6 | Mav-16 7 | Jun-16 5        | Jul-16 5 | 16 5     | Sep-16 5 | Oct-16 5 | Nov-16 5 | 5        |
| Air Asia Vistara      |          | 2        | 11       | 12       | 11 5     | 9 5             | 14       |          |          |          |          |          |
|                       | 16       | 12       | 2        | 2        |          |                 | 3        | 15       | 15       | 20       | 18       | 17       |
| Go Air                | 61       | 72       | 58       | 65       | 56       | 100             | 85       | 4 68     | 4        | 4 82     | 3 57     | 67       |
|                       |          |          |          |          |          | 104             | 103      |          | 51       |          | 101      | 126      |
| IndiGo                | 126      | 130      | 120      | 105      | 109      |                 |          | 97       | 104      | 109      |          |          |
| Splcejet _            | 50       | 48       | 41       | 38       | 49       | 82              | 86       | 87       | 85       | 97       | 71       | 79       |
| Jet Airways+Jetlite   | 216      | 208      | 211      | 211      | 218      | 203             | 216      | 212      | 203      | 197      | 400      | 225      |
| Air Indla (dom)       | 341      | 276      | 280      | 228      | 303      | 273             | 296      | 288      | 259      | 270      | 292      | 382      |
| Air Pegasus [Trujet   | 2        | 5        | 6        | 6 1      | 21 3     | 2 5             | 136 4    |          | 2        | 5        | 3        | 4        |
| IAir Carnival         |          |          |          |          |          |                 |          | 3        | 0        | 1        |          |          |
|                       |          |          |          |          |          |                 |          | 1        |          |          | 1        |          |
| Total                 | 823      | 759      | 737      | 674      | 782      | 788             | 948      | 780      | 728      | 790      | 951      | 907      |

|                     | Jan-17   |   Feb-17 |
|---------------------|----------|----------|
| Air Costa           | 5        |        6 |
| Air Asia            | 22       |       23 |
| Vistara             | 2        |        2 |
| Go Air              | 96       |       88 |
| IndiGo              | 117      |      110 |
| Spicejet_           | 72       |       63 |
| Jet Airways+Jetlite | 224      |      207 |
| Air India (dom)     | 334.     |      306 |
| Zoom Air            |          |        2 |
| Trujet              | 4        |        3 |
| Air Carnival        | 1        |        0 |
| Total               | 877      |      810 |

: :