Lok Sabha Question No. 5297 (UNSTARRED), answered on 2019-07-25
Subject: Facilities to Passenger
Ministry: CIVIL AVIATION
Asked by: Ramcharan Bohra

## GOVERNMENT OF INDIA

## MINISTRY OF CIVIL AVIATION LOK SABHA

(To be answered on the 25th July 2019)

UNSTARRED QUESTION NO:

5297

## FACILITIES TO PASSENGER

## 5297. SHRI RAMCHARAN BOHRA

## Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a) the details of the facilities/services actually provided to passengers and the criteria fixed for these facilities/services to be provided to the passengers by the Government owned and private aviation companies;
- (b) whether certain complaints have come to light regarding less facilities and services provided by the aviation companies during the last three years and the current year;
- period, aviation company-wise;
- (e) the mechanism set up by the Government to solve the complaints of air passengers?
- (d) the action taken by the Government against such companies; and

## ANSWER

Minister of State (IC) in the Ministry of CIVIL AVIA TION

(Shri Hardeep Singh Puri)

(a):The charter of passenger rights was released on 27.02.2019 after consultation with various concerned stakeholders. The charter of the passengers' rights, interalia, has defined certain rights to passengers in case of flight delays, flight cancellations, boarding denied due to overbooking, flight diversions, cancellation charges, lost /delayed damaged baggage. To make the passenger charter enforceable; certain amendments have been brought about in following passenger centric regulations outlining the provisions for compensation/facilitation for the air travelers:

- (i) Civil Aviation Requirement (CAR), Section 3 -Air Transport; Series Part [ titled "Carriage by Air of Persons with Disability and/or Persons with Reduced Mobility" M,
- (ii) CAR, Section 3 Air Transport; Series M, Part II titled "Refund of Airline tickets to passengers of public transport undertakings"
- (iii) CAR, Section 3 Air Transport; Series Part IV titled "Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delay in flights' M,
- (b): Yes, Sir. As submitted by the scheduled domestic airlines, as a part of monthly submission of traffic data, compensation/facilitation provided to affected passengers in the event of delay in flight, cancellation of flight and denied boarding is placed at Annexure-I
- (c): Details of complaints as submitted by the airlines as a part of monthly submission of traffic data from January-2016 to May-2019 is at Annexure-Ii:
- (d) & (e); As per the prevailing regulation, aggrieved passengers are required to lodge his/her complaint to the concerned airline\_ For timely redressal of passenger grievance, every airline appoints a nodal officer and an appellate authority and displays the contact details of them on their respective website. The passenger may also file their grievance on Air Sewa app or portal; If the passenger is not satisfied with the resolution of grievance by airline andlor Air Sewa, the passenger has the liberty to complain to any statutory body/court set up under relevant applicable laws.

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Annexure -Il Details of complaints recevied during the last three years and the current year

| Months   | Fare   |   Refund |   Flight Problem |   Baggage |   Customer Service | Disability   |   Staff Behaviour | Catering   |   Others |   Total |
|----------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Jan-16   |        |       51 |              251 |       184 |                236 |              |                49 |            |       43 |     823 |
| Feb-16   |        |       45 |              193 |       210 |                196 | 1            |                48 | 1          |       58 |     759 |
| Mar-16   | 10     |       23 |              176 |       165 |                240 | 2            |                50 | 1          |       70 |     737 |
| Apr-16   | 26     |       52 |              159 |       131 |                201 |              |                59 | 2          |       43 |     674 |
| May-16   | 9      |       35 |              213 |       156 |                230 | 2            |                75 | 3          |       59 |     782 |
| Jun-16   | 7      |       47 |              193 |       155 |                239 |              |                61 | 1          |       83 |     788 |
| Jul-16   | 8      |       61 |              324 |       166 |                260 |              |                52 | 3          |       70 |     948 |
| Aug-16   | 15     |       42 |              283 |       151 |                250 |              |                79 | 2          |       61 |     885 |
| Sep-16   | 10     |       55 |               93 |       169 |                 87 | 21           |                69 | 1          |      223 |     728 |
| Oct-16   | 9      |       54 |              209 |       146 |                222 | 18           |                89 |            |       42 |     790 |
| Nov-16   | 19     |       59 |              304 |       180 |                208 | 16           |               121 | 2          |       42 |     951 |
| Dec-16   | 22     |       53 |              262 |       216 |                223 | 17           |                82 | 1          |       31 |     907 |
| Total    | 149    |      577 |             2660 |      2029 |               2592 | 87           |               834 | 19         |      825 |    9772 |

| Months   | Fare   |   Refund |   Flight Problem |   Baggage |   Customer Service | Disability   | Staff Behaviour   | Catering   | Others   |   Total |
|----------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Jan-17   | 22     |       53 |              278 |       201 |                198 | 21           | 56                |            |          |     877 |
| Feb-17   | 18     |       39 |              258 |       215 |                155 | 13           | 63                |            | 48       |     810 |
| Mar-17   | 15     |       44 |              210 |       166 |                139 | 4            | 59                |            | 40       |     680 |
| Apr-17   | 13     |       40 |              144 |       180 |                165 | 5            | 56                | 2          | 38       |     643 |
| May-17   | 15     |       19 |              182 |       180 |                199 |              | 63                | 2          | 54       |     716 |
| Jun-17   |        |       24 |              207 |       105 |                181 | 0            | 49                | 3          | 40       |     631 |
| Jul-17   | 29     |       39 |              197 |       135 |                185 | 3            | 37                | 2          | 51       |     678 |
| Aug-17   | 14     |       45 |              156 |       111 |                187 | 0            |                   | 2          | 37       |     599 |
| Sep-17   | 12     |       56 |              157 |       100 |                190 | 2            | 56                |            | 32       |     606 |
| Oct-17   | 9      |       53 |              105 |       144 |                200 | 5            | 49                |            | 90       |     656 |
| Nov-17   | 23     |       37 |              173 |       157 |                215 | 4            | 47                | 6          | 54       |     716 |
| Dec-17   | 32     |       51 |              144 |       159 |                206 |              |                   |            | 47       |     681 |
| Total    | 224    |      500 |             2211 |      1853 |               2220 | 63           | 617               | 27         | 578      |    8293 |

| Months   | Fare   |   Refund |   Flight Problem |   Baggage |   Customer Service | Disability   |   Staff Behaviour | Catering   |   Others |   Total |
|----------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Jan-18   | 25     |       51 |              191 |       168 |                169 |              |                40 |            |       47 |     694 |
| Feb-18   | 25     |       44 |              202 |       163 |                124 |              |                37 |            |       42 |     642 |
| Mar-18   | 33     |       53 |              179 |       155 |                179 | 0            |                23 | 3          |       32 |     657 |
| Apr-18   | 8      |       34 |              200 |       148 |                237 |              |                39 |            |       36 |     706 |
| May-18   | 9      |       28 |              221 |       173 |                211 | 3            |                47 |            |       31 |     724 |
| Jun-18   | 8      |       33 |              198 |       186 |                167 | 2            |                55 |            |       27 |     677 |
| Jul-18   | 3      |       23 |              200 |       180 |                206 |              |                48 | 0          |       52 |     714 |
| Aug-18   | 4      |       19 |              186 |       187 |                165 |              |                44 | 5          |       54 |     668 |
| Sep-18   | 4      |       30 |              165 |       174 |                184 |              |                23 |            |       84 |     669 |
| Oct-18   | 1      |       19 |              202 |       237 |                146 |              |                24 |            |       35 |     669 |
| Nov-18   |        |       21 |              250 |       188 |                244 | 2            |                36 | 0          |       41 |     786 |
| Dec-18   |        |       18 |              241 |       192 |                261 | 1            |                37 | 0          |       49 |     803 |
| Total    | 120    |      334 |             1944 |      1771 |               1788 | 24           |               380 | 19         |      440 |    6820 |

| Months   | Fare   | Refund   |   Flight Problem |   Baggage |   Customer Service | Disability   |   Staff Behaviour | Catering   |   Others |   Total |
|----------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Jan-19   |        | 23       |              261 |       286 |                229 | 13           |                55 |            |       45 |     917 |
| Feb-19   |        |          |              509 |       178 |                193 |              |                27 |            |       41 |     983 |
| Mar-19   |        | 198      |             1011 |       274 |                106 | 28           |                27 |            |       34 |    1684 |
| Apr-19   | 11     |          |              335 |       126 |                203 |              |                21 |            |       81 |    1218 |
| May-19   |        | 17       |              248 |       180 |                261 | 2            |                19 |            |       19 |     746 |
| Total    | 31     | 690      |             2364 |      1044 |                992 | 50           |               149 |            |      220 |    5548 |