Lok Sabha Question No. 3851 (UNSTARRED), answered on 2016-12-08
Subject: Air India Services
Ministry: CIVIL AVIATION
Asked by: PARASURAMAN K.

## GOVERNMENT OF INDIA LOK SABHA

(To be answered on the December 2016)

## MINISTRY OF CIVIL AVIA TION UNSTARRED NO. : 3851

## AIR INDIA SERVICES

## 3851. SHRI K PARASURAMAN

## Will the Minister of CIVIL AVIATION

Minister of CIVIL AVIATION

be pleased to state:-

- (a) whether the number of complaints on quality service against Air India is higher than any other airlines;
- (b) if the details thereof and the total number of complaints received this year against poor services of Air India; and
- (c) the action taken the Government to ensure quality services to air passengers? by

## ANSWER

(Shri Ashok Gajapathi Raju Pusapati)

(a) to (c): As per the monthly data submitted by the scheduled domestic airlines including Air India, total number of compiaints received by them on different accounts for the period November 2015 to October 2016 is placed at Annexure-l. It is stated in this regard that complaints arise from deficiency of service which may sometimes be a perception on the part of complainant: However, Air India records the complaints and track tili reach a logical conclusion: they

The total numbers of complaints received from January 2016 to October 2016 on the Network are 5879\_ Air India constantly endeavors to upgrade and enhance its facilities/services being provided' to its passengers to ensure customer satisfaction.The facilities/services provided by Air India to its passengers are on par with other International and Domestic Carriers. These facilities/services are constantly monitored, reviewed and upgraded in order to provide the best product to the customers. Also 4 Star Alliance member, Air India adheres to benchmarks services in line with global standards with stringent guidelines in place. being being

|                                     | Fare Refund   | Flight Problem   | Baggage   | Customer Service   | Disabillty   | Staff Behaviour   | Catering   | Others   | Total   |
|-------------------------------------|---------------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Air Costa                           |               |                  |           |                    |              |                   |            |          | 6       |
| Airla_                              |               |                  |           |                    |              |                   |            |          | 13      |
| Mistara                             |               | 2                |           |                    |              |                   |            |          | 2       |
| Air                                 |               | 5                | 13        | 27                 |              |                   |            | 118      | 167     |
| IndiGo                              | 5             | 13               | 35        | 68                 |              |                   |            |          | 125     |
| Spicejet                            |               | 25               | 25        |                    |              | 14                |            | 14       | 78      |
| Jet Airways + Jetlite_              | 13            | 68               | 57        | 27                 |              | 30                |            | 12       | 211     |
| Air India (Dom)                     | 13            | 62               | 31        | 122                |              | 24                |            |          | 252     |
| ir Pegasus_                         | 2             |                  |           |                    |              |                   |            |          | 2       |
| Trujet                              | 1             |                  |           |                    |              |                   |            |          |         |
| otal                                | 37            | 179              | 166       | 246                |              | 71                |            | 146      | 857     |
| Dec-15                              | Fare Refund   | Flight Problem   | Baggage   | Customer Service   | Disabillty   | Staff Behaviour   | Catering   | Others   | Total   |
| Air Costa                           |               |                  | 3         |                    |              |                   |            |          |         |
| Air Asia                            |               | 5                | 5         |                    |              |                   |            |          | 13      |
| istara                              |               |                  | 1         |                    |              |                   |            |          |         |
| 0 Air                               |               | 13               | 22        | 29                 |              | 5                 |            | 23       | 93      |
| Spicejet                            |               | 22               | 43        | 76                 |              | 3                 |            |          | 148     |
| ZndiGo                              |               | 14               | 16        |                    |              | 18                |            | 12       | 60      |
|                                     |               |                  |           | 16                 |              |                   |            |          |         |
| Jet Airways + JetLite_              | 14            | 80               | 56        |                    |              | 27                |            | 15       | 215     |
| Air India (Dom)                     | 16            | 170              | 162       | 174                |              | 30                |            |          | 552     |
| Air Pegasus                         | 2             |                  |           |                    |              |                   |            |          |         |
| ptal                                | 38            |                  |           | 296                |              | 84                |            |          | 1091    |
|                                     |               | 305              | 308       |                    |              |                   |            | 50       |         |
| Jan-16                              | Fare Refund   | Flight Problem   | Baggage_  | Customer Service 2 | Disability   | Staff Behaviour   | Catering   | Others   | Total   |
| A ir Costa Air Asia                 |               |                  | 2         |                    |              |                   |            |          | 16      |
| Vistara                             |               |                  |           |                    |              |                   |            |          |         |
|                                     |               |                  | 25        |                    |              |                   |            | 11       | 61      |
|                                     |               | 6                |           |                    |              |                   |            | 0        | 126     |
| Spicejet_                           |               | 18               |           |                    |              |                   |            | 11       |         |
| Jet Airways JetLite Air India (Dom) | 20 25         | 82               | 50        | 17                 |              | 21                |            | 20       | 216     |
| Pegasus                             |               | 128              | 50        | 118                |              | 19                |            |          | 341     |
| "ujet                               | 2             |                  |           |                    |              |                   |            |          | 2       |
| Jtal                                |               |                  |           |                    |              |                   |            |          |         |
|                                     |               |                  | 184       | 236                |              |                   |            |          | 823     |
|                                     | 51            | 251              |           |                    |              | 49                |            | 43       |         |
| Gir Costa Atr Asia Kstara           |               |                  |           |                    |              |                   |            |          | 12 2    |
|                                     |               |                  | 32        |                    |              |                   |            |          | 72      |
|                                     |               | 5                | 49        | 67                 |              |                   |            | 17       | 130     |
| Slicejet                            |               |                  | 10        |                    |              |                   |            | 12       | 48      |
| Jet Airwavs + Jetlite               |               | 18]              |           |                    |              | 3 8 21            |            |          | 208     |
| Al r India (Dom)                    | 21 11         |                  | 48 67     | 105                |              |                   |            |          | 276     |
| #ir Pegasus                         | 5             | 76               |           |                    |              | 16                |            |          |         |
| Trujet                              |               |                  |           |                    |              |                   |            |          |         |
| stal                                |               |                  |           |                    |              | 48                |            |          |         |
|                                     |               | 193              | 210       |                    |              |                   |            | 58       | 759     |
|                                     | 45            |                  |           | 196                |              |                   |            |          |         |
| Mar-16 Air Costa                    | Fare Refund   | Flight Problem   | Baggage   | Customer Service   |              | Stafi Behaviour   | Catering   | Others   | Total   |
| Ar Asia Vi stara                    |               |                  | 5         | 20                 |              |                   |            |          | 11 2    |
|                                     |               |                  | 8         |                    |              |                   |            | 24       | 58      |
| JadiGo                              |               | 5                |           |                    |              |                   |            |          | 120     |
|                                     |               |                  |           |                    |              |                   |            | 8        | 41      |
| +Jetlite                            |               |                  |           | 64 32              |              |                   |            | 36       | 211 280 |
| Mtt India (Dom)                     |               |                  |           |                    |              |                   | 12         |          |         |
| #ir Pegasus                         | 5 9           |                  |           | 119                |              | 29                |            |          |         |
| Trujet Teal                         | 10 23         | 176              | 165       | 240                |              | 50                |            | 70       | 737     |

| Air Costn                              |             |                |           |                             |                          |                 | 2 :6     | 2 :6     |
|----------------------------------------|-------------|----------------|-----------|-----------------------------|--------------------------|-----------------|----------|----------|
| Air Asla                               |             |                |           | 5                           |                          |                 | 12       | 12       |
|                                        |             |                |           | 4                           |                          |                 | 2        | 2        |
| Go Air                                 |             |                | 42        |                             |                          | 26              | 65 105   | 65 105   |
| IndiGo                                 |             |                | 4         | 58                          |                          |                 | 38       | 38       |
| Spicejet                               |             | 20             |           |                             |                          |                 | 211      | 211      |
|                                        | 25 31 12    | 72             | 43        | 9                           | 23 25                    |                 | 228      | 228      |
| Air India {Dom)                        |             | 61             | 23        | 107                         |                          |                 |          |          |
| Air Pegasus                            |             |                |           |                             |                          |                 |          |          |
| Trujet                                 |             |                |           |                             |                          |                 |          |          |
|                                        | 26 52       | 159            | 131       | 201                         |                          | 43              |          |          |
|                                        |             |                |           |                             | 59                       |                 |          |          |
|                                        |             |                |           |                             |                          |                 | 674      | 674      |
|                                        | Fare Refund | Flight Problem | Baggage   | Customer Service Disability | Staff Behaviour          | Catering Others | Total    | Total    |
| May-16 Air Costa                       |             |                |           |                             |                          |                 | 11       | 11       |
| Air Asia Vistara                       |             | 5 2            |           |                             |                          | 34              | 5        | 5        |
| Go Air                                 |             |                | 9 43      | 11 59                       |                          |                 | 56 109   | 56 109   |
| IndiGo                                 |             |                |           |                             |                          |                 | 49       | 49       |
| Sicejevays                             |             | 29             | 5         | 18                          | 10                       | 11              | 218      | 218      |
| Jetlite let                            | 14          |                |           | 137                         | 36                       | 10              | 303      | 303      |
| Air India {Dom)                        | 6           | 99             | 36        |                             | 25                       |                 | 21       | 21       |
| Air Pegasus                            | 13          |                |           |                             |                          |                 |          |          |
| Trujet                                 |             | 2              |           |                             |                          |                 | 3        | 3        |
|                                        |             |                |           |                             |                          |                 | 782      | 782      |
| Total                                  | 35          | 213            | 156       | 230                         | 75                       |                 |          |          |
|                                        | Fare Refund | Flight Problem |           |                             |                          | 59              | Total    | Total    |
| Jun-16                                 |             |                | Baggage   | Customer Service Disability | Staff Behaviour          | Catering Others | 5        | 5        |
| Air Costa                              |             |                |           |                             |                          |                 |          |          |
| Air Asia                               |             |                |           |                             |                          |                 | 5 100    | 5 100    |
| Vistara Go Air                         |             | 11             |           | 15                          |                          | 49              | 104      | 104      |
| IndiGo                                 |             | 3              |           | 66                          |                          |                 | 82       | 82       |
| Spicejet                               |             |                |           |                             | 17                       |                 | 203      | 203      |
|                                        |             |                |           | 18                          | 24                       | 15              |          |          |
| Jet Airways + JetLite Air India {Domi) | 20 19       | 73             |           | 134                         | 18                       | 18              | 273      | 273      |
|                                        |             | 63             |           |                             |                          |                 |          |          |
| Air Pegasus                            | 2           |                |           |                             |                          |                 |          |          |
|                                        |             |                |           |                             |                          |                 | 5        | 5        |
| Trujet Total                           | 1 47        |                |           |                             |                          |                 |          |          |
|                                        |             | 193            | 155       | 239                         | 61                       | 83              | 788      | 788      |
| Jul-16                                 | Fare Refund | Flight Problem | Baggage   | Customer Service Disability | Staff Behaviour          | Catering Others | Total 5  | Total 5  |
| Air Costa Air Asia Vistara             |             | 11             |           |                             |                          |                 | 14 3     | 14 3     |
| G0 Air                                 |             |                | 30        | 13 69                       |                          | 31              | 85       | 85       |
| IndiGo                                 |             |                |           |                             |                          |                 | 103      | 103      |
| Spicejet                               |             | 3              |           |                             | 8                        |                 | 86       | 86       |
|                                        |             | 62             |           | 27                          | 20                       |                 | 216      | 216      |
| Jet Airways + Jetlite Air India (Dom)  | 33          |                |           | 134                         |                          | 22              | 296      | 296      |
|                                        |             | 89             | 35        | 12                          | 22                       |                 | 136      | 136      |
| Air Pegasus_                           | 16 10       | 108            |           |                             |                          | 15              |          |          |
| Trujet                                 | 2           |                |           |                             |                          |                 |          |          |
|                                        |             | 2              |           | 260                         |                          |                 |          |          |
| Total                                  |             | 324            | 166       |                             | 52                       |                 | 948      | 948      |
|                                        | 61          |                |           |                             |                          |                 |          |          |
|                                        |             |                |           |                             |                          | 70              |          |          |
|                                        | Fare Refund | Flight Problem | Baggage   | Customer Service Disability | Staff Behaviour Catering | Others          |          |          |
| Aug-16 Air Costa Air Asia Vistara      |             | 13 6           | 6 1 13 19 | 66                          |                          |                 | 15 68 97 | 15 68 97 |
| Go Air IndiGo Spicejet                 |             | 34             | 19        |                             | 21                       |                 | 87       | 87       |
|                                        |             |                |           | 26                          |                          | 32 13           |          |          |
| Jet Airways                            | 15          |                | 60]       | 138                         | 21 34                    |                 | 212      | 212      |
| Jetlite Air India (Dom)                | 26          | 76             | 30        |                             |                          | 14              | 288      | 288      |
| Air Pegasus                            |             | 94             |           | 6                           |                          |                 | 105      | 105      |
|                                        | 10 3        |                |           |                             |                          |                 |          |          |
| Trujet Air Carnival                    |             |                |           |                             |                          |                 |          |          |
|                                        | 15 42       | 283            | 151       | 250                         |                          |                 | 885      | 885      |
| Total                                  |             |                |           |                             | 79                       |                 |          |          |
|                                        |             |                |           |                             |                          | 61              |          |          |

Fare

Baggage

Catering

Others

| Air Cosb            |      |        |                |         |                  |            |                 |          |        | 5       |
|---------------------|------|--------|----------------|---------|------------------|------------|-----------------|----------|--------|---------|
| sir Asia            |      |        |                | 2       |                  |            |                 |          |        | 15      |
|                     |      |        |                | 3       |                  |            |                 |          |        | 4       |
|                     |      |        |                | 19      |                  |            |                 |          | 20     | 51      |
| JndiGo              |      |        | 3              | 43      | 54               |            |                 |          |        | 104     |
| Sipicejet_          |      |        | 32             | 20      |                  | 18         | 15              |          |        | e5      |
| JetLile Tet Airways | 10   | 36     | 45             | 46      | 24               |            | 30              |          | 12     | 203     |
| Air India (Dom)     |      | 13     |                | 34      |                  |            | 23              |          | 189    | 259     |
| Air Pegasus         |      |        |                |         |                  |            |                 |          |        |         |
| Trujet              |      |        |                |         |                  |            |                 |          |        | 2       |
| Air Carnival        |      |        |                |         |                  |            |                 |          |        |         |
|                     | 10   |        | 93             |         | 87               | 21         | 69              |          | 223    | 728     |
| Total               | 55   | 55     | 55             | 55      | 55               |            |                 |          |        |         |
| Oct-16              | Fare | Refund | Flight Problem | Baggage | Customer Service | Disability | Staff Behaviour | Catering | Others | Total   |
| Air Costa           |      |        |                | 2       |                  |            |                 |          | 2      |         |
| Air Asia            |      |        | 13             |         |                  |            |                 |          |        | 20      |
| Vistara             |      |        |                | 1       | 3                |            |                 |          |        |         |
| So Air              |      |        |                | 24      | 21               |            |                 |          | 25     | 82      |
| IndiGo              |      |        |                |         | 66               |            |                 |          |        | 109     |
| Spicejet            |      |        |                | 25      |                  | 16         | 22              |          |        | 97      |
| let Airways JetLite |      | 33     |                | 37      | 23               |            | 35              |          | 14     | 197 270 |
| Air India (Dom)     |      | 17     | 95             | 21      | 108              |            | 29              |          |        |         |
| Air Pegasus         |      |        |                |         |                  |            |                 |          |        |         |
| Trujet              |      |        | 2              |         |                  |            |                 |          |        |         |
| 4ir Carnival        |      |        |                |         |                  |            |                 |          |        |         |
|                     |      |        |                |         |                  |            |                 |          |        | 790     |
| Total               |      | 54     | 209            | 146     | 222              | 18         | 89              |          | 42     |         |