Lok Sabha Question No. 4623 (UNSTARRED), answered on 2017-03-30
Subject: Air Sewa Web Portal for Air Passengers
Ministry: CIVIL AVIATION
Asked by: G. HARI

GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA UNSTARRED QUESTION NO\_ 4623 (To be answered on the March 2017) 30th

## AIR SEWA WEB PORTAL FOR AIR PASSENGERS

4623\_

SHRI G. HARI

## Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a) whether the Government has launched an Air Sewa Web Portal for registering complaints of air passengers against airlines and airports;
- (b) if s0, the details thereof and the number of complaints registered through the portal s0 far;
- whether complaints related to flight baggage loss and unusually long periods for refund along with long queues at airports can be registered by passengers in this regard; and delays;
- (d) if the details thereof and the action taken by the Government on the complaints registered through the portal s0 far?

## ANSWER

Minister of State in the Ministry of CIVIL AVIA TION

(Shri Jayant Sinha)

- (a) & (b): Madam. AirSewa Web Portal/Mobile has been launched by the government for digital and delightful experience of air passengers: It provides an integrated common platform On which air passengers can lodge their grievances against all major stakeholders in aviation sector including airlines. A total no. of 1788 grievances have been registered on AirSewa Web PortalMobile App as on 21.03.2017 out of which 1148 pertain to Airlines and 446 to Airports and the rest pertains to other stakeholders: Yes; App
- (c) & (d): Madam. AlI complaints related to air services including flight delays, baggage loss and unusually periods for refund besides long queues at airports can be registered AirSewa Web Portal/Mobile App: The complaints can be registered under specific categorylsub categories such as Ticketing, Fares & Refunds, Flight Baggage, Check-in & Boarding Yes; long using Delays,

etc. or general category "Others" The details of complaints lodged sub-category on AirSewa Web Portal/Mobile related to Airlines and Airports Since its launch till 21.03.2017 is at Annex: against App specific against

.

.

Details of complaints lodged on AirSewa Web Portal/Mobile against Airlines/ Airports {as on 21.03.2017) App

## Airlines

|                          | GRIEVANCES RECEIVED   | GRIEVANCES CLOSED   |
|--------------------------|-----------------------|---------------------|
| Flight Delays            | 228                   | 215                 |
| Baggage_                 | 220                   | 205                 |
| Ticketing Fare & Refunds | 338                   | 289                 |
| Check In & Boarding      | 144                   | 138                 |
| Meal                     | 42                    | 41                  |
| Maintenance              | 19                    | 15                  |
| Cleanliness              | 11                    | 11                  |
| Staff/Crew Behavior      | 46                    |                     |
| Person With Disability   |                       |                     |
| Other                    | 92                    | 88                  |
| Total                    | 1148                  | 1048                |

## Airports

|                                |   GRIEVANCES RECEIVED | GRIEVANCES CLOSED   |
|--------------------------------|-----------------------|---------------------|
| BaggagelLost & Found           |                    31 | 31                  |
| Taxi /Parking                  |                    76 | 73                  |
|                                |                    48 | 47                  |
| Cleanliness/Hygiene            |                    54 | 54                  |
| Retail Shops[Food & Beverage   |                    57 |                     |
| Trolley/ Amenities/Buggy/Wifi_ |                    44 | 44                  |
| Air Conditioning/Maintenance   |                    11 | 11                  |
| Signages/Flight Display        |                    15 | 15                  |
| Person With Disability         |                     8 | 8                   |
| Other                          |                   102 | 98                  |
| Total                          |                   446 | 438                 |

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