Lok Sabha Question No. 18 (STARRED), answered on 2023-07-20
Subject: Passenger Facilities by Airlines
Ministry: CIVIL AVIATION
Asked by: Khagen Murmu

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION Lok Sabha

STARRED QUESTION NO. : 18

( TO BE ANSWERED ON THE  20th July 2023 )

## PASSENGER FACILITIES BY AIRLINES

18.    SHRI KHAGEN MURMU

Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a) the details of facilities/services provided to the passengers by various airlines along with the norms/guidelines laid down in this regard;
- (b) the mechanism in place to check that the facilities are actually provided by the airlines to the passengers;
- (c)  whether  any  complaints  have  been  received  against  airlines  regarding  failure  in  providing facilities/services during the last three years; and
- (d) if so, the details of such complaints received during the last three years and the current year and the action taken  thereon?

## ANSWER

Minister of CIVIL AVIATION      (Shri Jyotiraditya M&#46; Scindia)

- (a) to (d): A statement is laid on the table of the House.

******

STATEMENT IN RESPECT OF LOK SABHA STARRED QUESTION NO. 18 REGARDING "PASSENGER FACILITIES BY AIRLINES" TO BE ANSWERED ON 20.07.2023;  (a) & (b): In order to to safeguard the interests of the passengers, Directorate General of Civil Aviation  (DGCA)  has  issued  the  following  regulations/circulars: (i) Air Transport Circular ATC 1 of 2023 regarding Facilities/Courtesies to the passengers at  airports.    (ii)  Facilities  to  be  provided  to  passengers  by  airlines  due  to  denied boarding, cancellation of flights and delays in flights (CAR Section 3, Series M, Part IV).;  (iii) Air Transport Circular ATC 01 of 2021 regarding Unbundle of services and fees  by  scheduled  airlines;    (iv)  Refund  of  Airline  Tickets  to  Passengers  (CAR Section 3, Series 'M', Part II).  (v) Carriage by Air of Persons with Disability and/or Persons with Reduced Mobility [Civil Aviation Requirement (CAR) Section 3, Series M, Part I].;  (vi) Facilitation in case of diversion of aircraft (CAR Section 3, Series M, Part V).;;  Inspections are carried at various airports to check the compliance of the above referred passenger centric Civil Aviation Requirements(CARs).  (c) & (d): As per the traffic data received by DGCA from scheduled domestic airlines, the details of  category wise complaints received by the airlines during last three years is at Annexure-I. It was ensured by DGCA that the complaints were suitably redressed by the airlines.

ANNEXURE I

| Year                    | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   | No of passengers complaints related to   |
|-------------------------|------------------------------------------|------------------------------------------|------------------------------------------|------------------------------------------|------------------------------------------|------------------------------------------|------------------------------------------|------------------------------------------|------------------------------------------|------------------------------------------|------------------------------------------|------------------------------------------|
| Year                    | Denied Boarding                          | Cancellations                            | Delay                                    | Fare                                     | Refund                                   | Flight Problem                           | Baggage                                  | Customer Service                         | Disability                               | Staff Behaviour                          | Catering                                 | Others                                   |
| 2020                    | 862                                      | 108228                                   | 206512                                   | 1                                        | 2236                                     | 1093                                     | 531                                      | 644                                      | 13                                       | 123                                      | 7                                        | 138                                      |
| 2021                    | 2553                                     | 58280                                    | 397566                                   | 127                                      | 2257                                     | 1042                                     | 463                                      | 914                                      | 7                                        | 310                                      | 15                                       | 186                                      |
| 2022                    | 7845                                     | 223381                                   | 1483022                                  | 110                                      | 1508                                     | 1808                                     | 698                                      | 592                                      | 12                                       | 252                                      | 12                                       | 533                                      |
| 2023*                   | 4529                                     | 88048                                    | 846711                                   | 7                                        | 499                                      | 640                                      | 381                                      | 147                                      | 6                                        | 80                                       | 33                                       | 247                                      |
| * As on 31 st May, 2023 | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  | * As on 31 st May, 2023                  |