Lok Sabha Question No. 1504 (UNSTARRED), answered on 2017-03-09
Subject: Facilities to Passengers at Airports
Ministry: CIVIL AVIATION
Asked by: BHARTRUHARI MAHTAB

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA

UNSTARRED NO: : 1504 (To be answered on the March 2017)

## FACILITIES TO PASSENGERS AT AIRPORTS

1504.

SHRI BHARTRUHARI MAHTAB

Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a) whether the Government has received complaints from the passengers and the representatives of the people regarding poor hygieneldeficient services/ negligence of duties at various airports 0f the country during each of the last three years;
- (c) whether the Government has conducted any enquirylinspection in this regard, if sO, the details thereof and if not, the reasons therefor;
- (b) if so, the details thereof and the reasons therefor along with the action taken/bcing taken by the Government on such complaints, airportlyear-wise;
- (d) the mechanism in place by the Government to monitor standards of hygienelservices at airports and to resolve complaints related thereto; put
- (f) if so, the details thereof along with the corrective steps taken/being taken by the Government in this regard?
- (e) whether such deficiency in services have been reported in the Airport Quality Service Survey and Customer Satisfaction Index Survey during the said period; and

ANSWER

Minister of State in the Ministry of CIVIL AVIATION

(Shri Jayant Sinha)

- (0) & (b): Yes, Madam: Airportlyear-wise details of complaints  received during the last three years are at Annexurc-I. Airports Authority of India (AAD) takes immediate corrective steps to resolve the complaints as and when received.
2. (c): Regular inspection is conducted by concerned Airport directors and monitored by Regional Executive Directors and the Corporate Headquarters at AAI.
3. (d): There are various mechanisms tv monitor slandards of hygicnc/scrvices it iirpoits iiid resaliition Sewa Portal (web portal and also) for single window solution, Complaint and Suggestion Boxes; Complaint Register/Book etc Further a Public Grievance Officer has also been posted at each airport under the control of Regional Head Quarter for handling day-to-day complaints and reporting the same to Central Head Quarter (CHQ) for improvement and monitoring: Also, under the Mission Swachh Bharat; AAI has in a mechanism of forming a committee at the airports for instituting a system of internal checks of cleanliness standards. App put
4. (e) (f): Improvement in standards of cleanliness/ hygiene at all airports is a continuous process: However, the ASQ (Airport Service Quality) and CSI (Customer Satisfaction Index) Survey reports are analysed and deficiencies observed in the survey reports are taken up on the priority by AAT, CHQ with the respective airports for corrective action: The ASQ score for airports 0f Airports Authority of India (AAD) is 4.55, which is higher than the global average score of 4.15 for the year 2016.

## Public Grievances for 2014,2015 and 2016

| Airport            | 2016   | 2015   | 2014   |
|--------------------|--------|--------|--------|
| Chennaidaa}        | 135    | 105    | 102    |
|                    | 102    | 102    | 73     |
|                    | 16     | 10     | 3      |
|                    | 141    | 126    | 72     |
|                    | 0      | 3      | 0      |
|                    | 120    | 74     | 60     |
|                    | 1      | 1      |        |
|                    | 135    | 126    | 108    |
|                    | 80     | 90     | 78     |
|                    | 39     | 33     | 47     |
|                    | 0      | 0      | 2      |
|                    | 11     | 18     | 15     |
|                    | 2      |        |        |
|                    | 35     | 39     | 28     |
|                    | 14     | 8      |        |
| Jorhat             |        | 0      |        |
| Lilabari(Lakimpur) | 0      | 0      |        |
|                    | 5      | 9      |        |
| Tezpur             | 1      | 0      |        |
|                    | 13     | 2      |        |
|                    | 4      | 0      |        |
|                    | 93     | 83     | 51     |
| Bhuntar %7         | 1      | 1      |        |
|                    | 50     | 17     | 17     |
|                    | 32     | 21     | 22     |
|                    | 1      | 31     | 33     |
|                    | 3      | 0      | 0      |
|                    | 2      |        | 11     |
|                    | 169    | 190    | 174    |
|                    | 0      |        |        |
| Jammu              | 28     | 19     |        |
| Jodhpur            | 17     | 12     |        |
| Kanpur TTT         | 2      |        |        |
| Khujrao gaet       | 0      | 0      |        |

| Kota #iT          | 0   |     |     |
|-------------------|-----|-----|-----|
| Leh &             | 2   |     | 18  |
|                   | 66  | 51  | 74  |
| Ludhiana          | 0   | 0   |     |
| Panthagar         | 1   | 5   |     |
| Pathankot 4aTaaiz | 0   | 0   |     |
|                   | 43  | 12  |     |
|                   | 0   | 0   | 0   |
|                   | 37  | 16  | 12  |
|                   | 89  | 48  | 17  |
|                   | 0   | 0   | 4   |
|                   | 24  | 4   | 1   |
|                   | 46  | 38  | 57  |
|                   | 127 | 124 | 114 |
| Hubli             | 3   |     |     |
| Madurai #gt       | 25  | 36  | 43  |
|                   | 149 | 127 | 89  |
| Mysore            |     |     |     |
|                   | 19  | 12  |     |
|                   | 0   |     |     |
|                   | 45  | 9   | 18  |
|                   | 89  | 66  | 29  |
|                   | 115 | 100 | 74  |
| Tuticorin         | 0   | 1   |     |
|                   | 38  | 61  | 31  |
|                   | 39  | 49  | 38  |
|                   | 390 | 337 |     |
|                   | 19  | 20  | 23  |
|                   | 10  | 8   | 6   |
|                   | 79  | 79  | 40  |
|                   | 26  | 19  | 16  |
|                   | 32  | 51  | 16  |
|                   | 45  | 47  | 40  |
|                   | 8   | 13  | 18  |
|                   | 1   | 23  | 33  |
| Juhu 3            | 4   | 0   |     |
|                   | 0   | 0   |     |
| Keshod #rena      | 0   |     |     |