Lok Sabha Question No. 582 (UNSTARRED), answered on 2018-12-13
Subject: Growth of the Air Passenger Traffic
Ministry: CIVIL AVIATION
Asked by: SHIVAJI ADHALRAO PATIL, PARVESH SAHIB SINGH, RAMA DEVI, ANANDRAO  ADSUL, SHRIKANT EKNATH SHINDE, DHARMENDRA YADAV, VINAYAK BHAURAO RAUT

582.

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA

(To be answered on the December 2018) I3th

UNSTARRED QUESTION NO. 582

## GROWTH OF THE AIR PASSENGER TRAFFIC

SHRI ADHALRAO PATIL SHIVAJIRAO

SHRI PARVESH SAHIB SINGH

SHRIMATI RAMA DEVI

SHRI ANANDRAO ADSUL

DR: SHRIKANT EKNATH SHINDE

SHRI DHARAMENDRA YADAV

SHRI VINAYAK BHAURAO RAUT

## Will the Minister of CIVIL AVIA TION

be pleased to state: -

- (a) whether about five crore air passengers are travelling year and will grow exponentially in the near future; every
- whether air passengers are facing issues like flight problem in refunds, queues, inadequate facilities at airports and complaints of lost baggage; delays, long
- (e) whether there is an urgent need of upgradation of Air Sewa and systemic intervention in improving customer services;
- (d) if so, the details thereof in this regard;
- g) the other steps taken by the Union Government for the redressal of grievance of air passengers?

## ANSWER

## Minister of State in the Ministry of CIVIL AVIATION

(Shri Jayant Sinha)

- (a) & (b) More than 10 crore passenger trips are undertaking every year: The details of the same is placed at Annexure-[,
- (c) (d) Passenger complaints data with respect to fares, refunds, flight problems, baggage, customer service, disability, staff behaviour, catering and others received against scheduled domestic airlines for the period April 2018

- (e) t9() AirSewa was initially launched in Nov; 2016. The upgraded version of AirSewa was launched on 19.11.2018 to provide a superior user experience with enhanced functionalities with major improvements such as secure sign up and log-in with social media, chatbot for travellers status and details flight schedule among others flight
- (g) To safeguard the interest %f air passengers, Directorate General of Civil Aviation (DGCA) has taken following passenger centric initiatives and has issued the following Civil Aviation Requirements (CARs):

(ii)CAR Section 3, Series M Part II Refund of Airline tickets to (iii)CAR Section 3, Series M Part IV

(i)CAR Section 3, Series M Part I Carriage by air of Persons with Disability andlor Persons with Reduced Mobility by airlines due to denied boarding, cancellation 0f flights and

aircraft:

(iv)CAR Section 3, Series M Part V

Facilitation in casd delaersiogho

delay

Also, the stakeholders of aviation sector and other related Government organizations have nominated nodal officers for redressal of complaints\_ passenger

***++

## Annexure-L

## TOTAL PASSENGERS CARRIED BY SCHEDULED DOMESTIC AND SCHEDULED FOREIGN CARRIERS

| YEAR    | Domestic Passengers carried by Scheduled Domestic Airlines (In Crore)   |   International Passengers Carried by scheduled Indian & Foreign carriers To & From India (In Crore) | Total Passenger (Domestic + International) (In Crore)   | % Growth over previous year   | Number of Passengers in Crore (+/-)   | Compound Annual Growth rate during 2013- 14 to 2017-18   |
|---------|-------------------------------------------------------------------------|------------------------------------------------------------------------------------------------------|---------------------------------------------------------|-------------------------------|---------------------------------------|----------------------------------------------------------|
| 2013-14 | 6.07                                                                    |                                                                                                 4.31 | 10.38                                                   |                               |                                       |                                                          |
| 2014-15 | 7.01                                                                    |                                                                                                 4.57 | 11.58                                                   | 11.56                         | 1.20                                  |                                                          |
| 2015-16 | 8.52                                                                    |                                                                                                 4.98 | 13.50                                                   | 16.58                         | 1.92                                  | 15.37                                                    |
| 2016-17 | 10.38                                                                   |                                                                                                 5.47 |                                                         | 17.41                         | 2.35                                  |                                                          |
| 2017-18 |                                                                         |                                                                                                 6.06 | 18.39                                                   | 16.03                         |                                       |                                                          |

## Passenger Complaints\_Data

| S.No.   | Category of Complaints   |   Apr-18 | May-18   |   Jun-18 |   Jul-18 |   Aug-18 |   Sep-18 |   Oct-18 |
|---------|--------------------------|----------|----------|----------|----------|----------|----------|----------|
|         | Fare                     |        8 | 9        |        8 |        3 |        4 |        4 |        1 |
| 2       | Refund                   |       34 | 28       |       33 |       23 |       19 |       30 |       19 |
| 3       | Flight Problem           |      200 | 221      |      198 |      200 |      186 |      165 |      202 |
| 4       | Baggage                  |      148 | 173      |      186 |      180 |      187 |      174 |      237 |
| 5       | Customer Service         |      237 | 211      |      167 |      206 |      165 |      184 |      146 |
| 6       | Disability               |        1 | 3        |        2 |        2 |        4 |        4 |        5 |
| 7       | Staff Behaviour          |       39 | 47       |       55 |       48 |       44 |       23 |       24 |
|         | Catering                 |        3 |          |        1 |        0 |        5 |        1 |        0 |
| 9       | Others                   |       36 | 31       |       27 |       52 |       54 |       84 |       35 |
| 10      | Total                    |      706 | 724      |      677 |      714 |      668 |      669 |      669 |

## Annexure-IL