Lok Sabha Question No. 640 (UNSTARRED), answered on 2018-12-13
Subject: Quality Service to Air Passengers
Ministry: CIVIL AVIATION
Asked by: VIJAYSINH MOHITE PATIL, HEENA VIJAYKUMAR GAVIT, RAJEEV SHANKARRAO SATAV, DHANANJAY BHIMRAO MAHADIK, JAYAKUMAR JAYAVARDHAN, SUPRIYA SADANAND SULE

640.

GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA UNSTARRED QUESTION NO. 640 (To be answered on the December 2018) I3th

## QUALITY SERVICE TO AIR PASSENGERS

SHRI MOHITE PATIL VIJA YSINH SHANKARRAO

DR. HEENA VIJA YKUMAR GAVIT

SHRI SATAV RAJEEV

SHRI DHANANJAY MAHADIK

DR: J. JAYAVARDHAN

SHRIMATI SUPRIYA SULE

SHRI P.R SUNDARAM

## Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a) whether the Government has received numerous complaints from air passengers regarding the poor quality of services provided by airlines;
- (c) whether the Government has evolved systematic process for registering grievances and redressing them, if s0, the details thereof; any
- (b) if so, the details 0f the complaints received during each of the last three years and the current year;
- (d) whether the Government is planning to rank its airlines based on the quality of services they provide to flyers;
- (f) the other steps taken by the Government to provide quality services to air passengers?
- (e) whether the Government is in the process of launching the next version of the portal Air Sewa 3.0 in the country, if s0, the details thereof; and

## ANSWER

## Minister of State in the Ministry of CIVIL AVIATION

(Shri Jayant Sinha)

(a) & (b) 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 year 2016,32017 and current year (upto October 2018) is placed at Annexure:

(c) to (f) AirSewa was initially launched in Nov. 2016. The upgraded version of

AirSewa i.e. AirSewa 2.0 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 support; improved grievance management including social media grievances, reai-time flight status and details flight schedule among others: Further development of AirSewa to include additional features like ranking of airlines based on quality 0f services is a continuous process to improve user experience/convenience.

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

Category of

Complaints

Fare

Refund

Flight Problem

Baggage\_

Disability

Customer Service

Staff Behaviour

Catering\_

Others

Total

Category of

Complaints

Fare

Refund

Flight Problem

Baggage

Customer Service

Disability

Staff Behaviour

Catering

Others

Total

Jan-17

22

53

278

201

198

21

56

1

47

877

Jan-18

25

51

191

168

169

2

40

1

47

694

Feb-17

18

39

258

215

155

13

63

1

48

810

Feb-18

25

44

202

163

124

1

37

4

42

642

Mar-17

15

44

210

166

139

4

59

3

40

680

Mar-18

33

53

179

155

179

0

23

3

32

657

Apr-17

13

40

144

180

165

5

56

2

38

643

Apr-18

8

34

200

148

237

1

39

3

36

706

May-17

15

19

182

180

199

2

63

2

54

716

May-18

9

28

221

173

211

3

47

31

724

Jun-17

22

24

207

105

181

0

49

3

40

631

Jun-18

8

33

198

186

167

2

55

1

27

677

Jul-17

29

39

197

135

185

3

37

2

51

678

Jul-18

3

23

200

180

206

2

48

0

52

714

Aug-17

14

45

156

111

187

47

2

37

599

Aug-18

4

19

186

187

165

4

44

5

54

668

Sep-17

12

56

157

100

190

2

56

1

32

606

Sep-18

4

30

165

174

184

4

23

1

84

669

Oct-17

9

53

105

144

200

5

49

90

656

Oct-18

1

19

202

237

146

5

24

0

35

669

Nov-17

37

173

157

215

47

6

54

716

Dec-17

32

51

144

159

206

4

35

3

47

681