Lok Sabha Question No. 3153 (UNSTARRED), answered on 2025-08-07
Subject: AirSewa Portal
Ministry: CIVIL AVIATION
Asked by: Shri Brijmohan Agrawal

## GOVERNMENT OF INDIA

## MINISTRY OF CIVIL AVIATION

## Lok Sabha

## UNSTARRED QUESTION NO. : 3153

( TO BE ANSWERED ON THE  7th August 2025 )

## AIRSEWA PORTAL

## 3153.    SHRI BRIJMOHAN AGRAWAL Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a)  the  details  and  objectives  of  AirSewa  Portal  and  the  date  on which it was launched;
- (b)  the  details  and  the  number of users registered on the AirSewa Portal since its launch, year-wise;
- (c)  the  total  number  of  complaints  lodged  by  the  air  passengers through the AirSewa Portal since its launch, year-wise;
- (d)  the  present  status  of  all  such  complaints  received  and  the actions taken against airlines, airport operators, etc.;
- (e)  whether  the  Government  has  received  complaints  regarding usability and technical issues while using the AirSewa Portal and if so, the details thereof; and
- (f)  whether  the  Government  proposes  to  provide  API  access  of AirSewa to various online travel agents and aggregators and if so,
- the details thereof?

## ANSWER

Minister of State in the Ministry of CIVIL  AVIATION (Shri Murlidhar Mohol)

- (a) The  AirSewa  Portal  is  an  initiative  of  the  Ministry  of  Civil Aviation,  launched  on  25th  November  2016.    It  offers  a  unified platform for Air Passenger grievance redressal in time-bound manner.
- (b)    The  year-wise  details  and  number  of  users  registered  on  the AirSewa Portal are as under:

Total                                167115

| Year                  |   Total Users |
|-----------------------|---------------|
| 2016                  |           346 |
| 2017                  |          4147 |
| 2018                  |          5318 |
| 2019                  |         20105 |
| 2020                  |         19288 |
| 2021                  |         18498 |
| 2022                  |         26390 |
| 2023                  |         32805 |
| 2024                  |         29790 |
| 2025 (till 31st July) |         10428 |
| Total                 |        167115 |

- (c)  The year-wise details of the complaints received on the Portal are as under:;

;

| Year                  | No. of Complaints.;   |
|-----------------------|-----------------------|
| 2016                  | 644;                  |
| 2017                  | 6464;                 |
| 2018                  | 5277;                 |
| 2019                  | 12964;                |
| 2020                  | 19573;                |
| 2021                  | 13676;                |
| 2022                  | 9649;                 |
| 2023                  | 14116;                |
| 2024                  | 19262;                |
| 2025 (till 31st July) | 8209;                 |
| Total                 | 109834                |

- (d)    Complaints  are  routed  to  designated  nodal  officers  of  the concerned  airlines,  airport  operators,  or  other  stakeholders  for resolution  as  per  Service  Level  Agreement  (SLA)  and  Passenger Charter. A total of 1,09,834 complaints were lodged on the AirSewa Portal during the period from 25.11.2016 to 31.07.2025, out of which 1,09,664  complaints  have  been  resolved.  The  Ministry  monitors resolution timelines and user feedback through a dashboard system. The stakeholders wise data may be seen at Annexure.;

(e) Issues regarding user signup, multiple verification and unresponsive server with regard to AirSewa Portal have come to the cognizance  of  Ministry  through  various  channels  such  as  Social media,  Emails,  Telephone  Calls  etc.  AirSewa  has  a  dedicated Control Room housed in Ministry of Civil Aviation to address the Air Passenger Grievances including complaints regarding usability and technical issues of AirSewa portal. The Ministry has resolved such issues as and when received in coordination with the Control Room and Technical back-end Team. (f) As of now, no such proposal is under consideration of Ministry.

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Annexure Annexure in reply of Lok Sabha Unstarred Question no.  3153 for answer on

07.08.2025

| Present Status of Grievances from 25-11-2016 to 31-07-2025   | Present Status of Grievances from 25-11-2016 to 31-07-2025   | Present Status of Grievances from 25-11-2016 to 31-07-2025   | Present Status of Grievances from 25-11-2016 to 31-07-2025   | Present Status of Grievances from 25-11-2016 to 31-07-2025   |
|--------------------------------------------------------------|--------------------------------------------------------------|--------------------------------------------------------------|--------------------------------------------------------------|--------------------------------------------------------------|
| S.No                                                         | Stakeholders                                                 | Received Grievances                                          | Closed Grievances                                            | Pending Grievances                                           |
| 1                                                            | Airlines                                                     | 97436                                                        | 97297                                                        | 139                                                          |
| 2                                                            | Airports                                                     | 8262                                                         | 8252                                                         | 10                                                           |
| 3                                                            | BCAS                                                         | 205                                                          | 205                                                          | 0                                                            |
| 4                                                            | Customs                                                      | 284                                                          | 283                                                          | 1                                                            |
| 5                                                            | DGCA                                                         | 1831                                                         | 1820                                                         | 11                                                           |
| 6                                                            | Helicopter                                                   | 48                                                           | 47                                                           | 1                                                            |
| 7                                                            | Immigration                                                  | 364                                                          | 364                                                          | 0                                                            |
| 8                                                            | Security                                                     | 1404                                                         | 1396                                                         | 8                                                            |
|                                                              | Total                                                        | 109834                                                       | 109664                                                       | 170                                                          |

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