Lok Sabha Question No. 519 (UNSTARRED), answered on 2018-12-13
Subject: Complaints against  Low Cost Airlines
Ministry: CIVIL AVIATION
Asked by: S.P. MUDDAHANUMEGOWDA

GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA UNSTARRED QUESTION NO. : 519 (To be answered on the December 2018) I3th

## COMPLAINTS AGAINST LOW COST AIRLINES

## 519. SHRI S.P. MUDDAHANUME GOWDA

## Will the Minister of CIVIL AVIATION

be pleased to state:-

- (2) the number %f complaints against low cost airlines by the air passengers in
2. (b) the action taken against those iow cost airlines;
3. the country during the past three years, airline-wise and year-wise;
4. svhether there are growing incidents of mistreatment of air passengers by these private airlines in recent years; and
5. (d) if s0, the details thereof and the action taken thereon?

## ANSWER

## Minister of State in the Ministry of CIVIL AVIATION

(Shri Jayant Sinha)

(a) to (d) Travel by air is a contractual agreement between the and the airline. As per the prevailing regulations, aggrieved passenger required to redressal 0f passenger grievance; every airline appoints a nodai Officermad website. If the airlines fail to fulfill their obligations, the details of complaints registered by the air passengers against Tow-cost airlinee and details of complaints on staff behaviour for the year 2016,2017 and 218 (upto Oct 2018) is placed at Annexure\_ The Ministry of Civil Aviation has prepared a web portal and mobile app (AirSewa) to facilitate grievance handling Passengers can register their complaint and this Will thee gave to be resolved by the concerned party AirSewa compliance is closely monitored to ensure prompt grievance redressal. lodge

## No. of complaints against low cost airline in the year 2016, 2017 and 2018 (upto Oct 2018)

| Name of the Airline   |   2016 |   2017 |   2018 (upto Oct ) |
|-----------------------|--------|--------|--------------------|
| Asia Air              |     66 |     11 |                105 |
| Go Air                |     40 |     43 |                446 |
| Indigo                |    822 |    766 |               1395 |
| SpiceJet              |   1334 |   1101 |                258 |

## Complaints on staff behaviour against these airlines for the year 2016, 2017 and 2018 (upto Oct 2018)

| Airline   | Year   | Jan   | Feb   | Mar        | Apr   | May     | Jun      | Jul   | Aug   | Sep     | Oct   | Nov        | Dec   | Total   |
|-----------|--------|-------|-------|------------|-------|---------|----------|-------|-------|---------|-------|------------|-------|---------|
| Air Asia  | 2016   |       |       |            |       |         |          |       |       |         | 0     | 0          |       | 12      |
| Air Asia  | 2017   |       |       |            |       |         |          |       |       | 2       | 2     |            |       | 12      |
| Air Asia  | 2018   |       |       |            |       |         |          |       |       | 0       | 0     |            |       |         |
| Go Air    | 2016   |       |       |            |       |         |          |       |       |         |       |            |       |         |
| Go Air    | 2017   |       |       |            |       |         |          |       |       |         |       |            |       |         |
| Go Air    | 2018   | 0     |       |            |       |         |          |       |       |         |       |            | 0     |         |
|           | 2016   | 0     | 3     |            | 3     | 3       | 2        | 2     | 2     | 1       | 3     | 4          |       |         |
| IndiGo    | 2017   | 4     |       | 3 | 1 | 3     | 2| | 5 | | 1     | 1     | 4       |       |            | 4     | 82      |
|           | 2018   | 6     | 2     | 3          |       | 1       | 1        | 1     | 3     | 4       | 2     |            |       |         |
| SpiceJet  | 2016   | 9     | 8     | 8          | 8     | 10      | 17       | 8     | 21    | 15      | 22    | 15         | 19    | 306     |
| SpiceJet  | 2017   | 13    | 13    | 11         | 10    | 5       | 10       | 16    | 9     | 6| |       | 4 | 6 | 6     | 306     |
| SpiceJet  | 2018   | 5     | 4     | 1          | 5     | 4       |          | 9     | 1     | 0       | 0     |            |       |         |
| Total     |        | 38    | 34    | 25         | 31    | 26      | 44       |       | 38    | 32      | 34    | 29         | 32    | 400     |