Lok Sabha Question No. 855 (UNSTARRED), answered on 2020-02-06
Subject: Passenger related Complaints
Ministry: CIVIL AVIATION
Asked by: Achyutananda Samanta

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA

UNSTARRED QUESTION NO. : 855 (To be answered on the February 2020) 6th

## PASSENGER RELATED COMPLAINTS

855.

SHRI ACHYUTANANDA SAMANTA

Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a) whether the Government is aware that in spite of the introduction of passenger charter; the number of passenger related complaints have increased in 2019 and if sO, the details thereof; and
- (b) whether considering India'$ fastest growing aviation market, the Government intends to set up a tribunal to look into traveller's dispute and if So, the details thereof?

## ANSWER

Minister of State (IC) in the Ministry of CIVIL AVIATION

(Shri Hardeep Singh Puri)

- (a): DGCA receives details of passenger complaints from the\_scheduled domestic airlines as a part of monthly submission of traffic data: The details of month wise passenger complaints for the Year 2018 & 2019 is placed at Annexure I
- (b): Travel by air is a contractual agreement between airline and their passenger. Therefore, aggrieved passengers are required to lodge his/her complaint to respective airlines: As per prevailing regulation, airlinelairport operators are required to appoint a Nodal officer and Appellate Authority to settle passenger grievances in stipulated time frame: Airline/Airport Operators are required to conspicuously display the details %f Nodal Officer and Appellate Authority on their respective website & display in a conspicuous manner at areas of the airport. key

Airlines/airport operators shall ensure that all the complaints\_ are acknowledged immediately to the complainant and redressed at the earliest: In case of non-redressal of the matter within the stipulated time frame, the complainant has the to lodge his complaint at AirSewa weboption portal/mobile application or take up the matter with any other statutory body set up under relevant applicable laws for resolution. Further, Ministry of Civil Aviation has also announced a charter for passengers that informs the air passengers of the rules and rights applicable to their air travel in an easy to understand format; However, at this stage there is no proposal to set up a tribunal to address passenger complaints

## referred to in reply of Lok Sabha Unstarred Question no. 855 for answer Statement on 06.02.2020

| Months   | Total No: of complaints   |      |        |                |          |                       | Dlsabillty:   | Staft Behaviour   | Catering   | Others   |
|----------|---------------------------|------|--------|----------------|----------|-----------------------|---------------|-------------------|------------|----------|
| Months   | Total No: of complaints   | Fare | Refund | Flight Problem | Baggage_ | Customer Service_ 169 | Dlsabillty:   | Staft Behaviour   | Catering   | Others   |
| Jan-18   | 694                       | 25   | 51     | 191            | 168      | 124                   | Dlsabillty:   | 40 37             | Catering   | Others   |
| Feb-18   | 642                       | 25   | 44     | 202            |          | 179                   |               | 23                | 3          |          |
| Mar-18   | 657                       |      | 53     | 179            | 148      | 237                   |               |                   | 3          |          |
| Apr-18   | 706                       | 2    | 34     | 200            | 173      | 211                   | 3             |                   | 1          |          |
|          | 724                       | 9    | 28     | 221            |          | 167                   |               |                   |            |          |
|          |                           | 8    | 23     | 198            | 186      |                       |               |                   | 0          | 52       |
|          |                           | 3    | 23     | 200            | 180      |                       |               |                   | 5          |          |
|          |                           |      | 19     |                |          |                       |               |                   |            |          |
|          | 668                       |      |        |                | 174      | 184                   |               |                   | 0          |          |
| Sep-18   | 669                       |      | 30     |                | 237      | 146                   |               |                   |            |          |
| Oct-18   | 669                       |      | 19     | 202            |          | 244                   | 2             |                   | 0          |          |
| Nov-18   | 786                       |      | 21     | 250            | 188      | 261                   | 1             | 37                |            | 49       |
|          | 803                       |      | 18     | 241            | 192      |                       | 27            | 453,              | 19         |          |
| Totai    | 8409                      | 1128 | 373    | 2435           | 2151     | 2293                  |               |                   |            |          |

## Details of Passenger\_ complaints for\_the\_Year-2018 of complaints number

## Details of Passenger for the Year-2019 complaints

|               | Total No: of complaints   |      |        |                |         |                      |            |                    |          |           |
|---------------|---------------------------|------|--------|----------------|---------|----------------------|------------|--------------------|----------|-----------|
|               | Total No: of complaints   |      |        |                |         |                      | Disability | Staff Behaviour 55 | Catering | Others 45 |
|               | Total No: of complaints   | Fare | Refund | Flight Problem | Baggzge | Service Customer 229 | Disability | Staff Behaviour 55 | Catering | Others 45 |
| Months Jan-19 | 917                       | Fare | 23     | 261 509        | 286 178 | 193                  | 13         | 27                 | Catering | Others 45 |
| Feb-19        | 983                       | 9    | 20     |                | 274     | 106                  | 28         | 27                 |          |           |
| Mar-19        |                           |      | 198    | 1011           | 126     | 203                  | 1          |                    |          |           |
| Apr-19        |                           | 1    | 432    | 335            | 180     | 261                  |            |                    |          |           |
| May-19        | 746                       |      | 17     | 248            |         |                      | 3          |                    |          |           |
|               |                           |      | 14     | 321            | 157     | 197                  |            |                    | 1        |           |
| Jun-19        | 750                       |      | 18     |                | 160     | 182                  |            |                    |          |           |
|               | 858                       | 0    |        |                | 155     | 145                  | 6          |                    |          | 19        |
| Aug-19        | 760                       |      | 26     |                | 147     | 141                  | 3          |                    |          |           |
| Sep-19        | 701                       |      | 24     | 335            |         | 176                  | 6          |                    | 2        |           |
|               | 791                       |      | 33     | 376            | 159     |                      | 6          |                    | 2        |           |
| Oct-19        |                           |      | 9      | 459            | 259     | 152                  |            |                    |          |           |
| Nov-19        | 932 957                   |      | 12     | 459            | 147     | 283                  | 86         | 349                | 17       | 365       |
| Dec-19        | 11297                     |      |        | 5126           | 2228    | 2268                 |            |                    |          |           |