Lok Sabha Question No. 277 (STARRED), answered on 2025-12-18
Subject: Air Sewa Portal
Ministry: CIVIL AVIATION
Asked by: Shri Pratap Chandra Sarangi, Shri Anil Firojiya

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION

## LOK SABHA STARRED QUESTION NO. : 277

( TO BE ANSWERED ON THE  18th December 2025 )

## AIR SEWA PORTAL

## 277.    SHRI ANIL FIROJIYA SHRI PRATAP CHANDRA SARANGI Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a)  the  details  and  the  current  number  of  complaints  received  through  the  Air  Sewa  web portal and mobile application during the last three years;
- (b) the steps taken to resolve these grievances effectively;
- (c) whether the Government has conducted any recent assessment of passenger satisfaction regarding the complaint-redressal system of Air Sewa Web Portal and if so, the details and key findings thereof; and
- (d) whether the Government proposes to introduce new features to strengthen transparency and  efficiency  on  the  portal  including  a  real-time  dashboard  or  penalties  for  delays  in complaint resolution by the stakeholders and if so, the details thereof?

## ANSWER

Minister of CIVIL AVIATION      (Shri Kinjarapu Rammohan Naidu)

(a) to (d) A statement is laid on the Table of the House.

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STATEMENT  REFERRED  TO  IN  REPLY  TO  PARTS  (A)  TO  (D)  IN RESPECT OF LOK SABHA STARRED QUESTION NO. 277 FOR REPLY ON  18.12.2025  REGARDING  AIR  SEWA  PORTAL  BY  SHRI  ANIL FIROJIYA AND SHRI PRATAP CHANDRA SARANGI.     (a) The year-wise details of complaints received on the AirSewa  web  portal and mobile application during the last three years are at ANNEXURE I.  (b) The Ministry of Civil Aviation has taken the following steps: i. A dedicated team for AirSewa Control  Room  housed  in  ministry  to  address  grievances  of  Air  Passenger.  ii. Regular  monitoring  through  periodic  meeting  with  concerned  stakeholder  to review  the  resolution  mechanism  and  status.  iii.  Service  Level  Agreement  to resolve  the  grievance  in  the  prescribed  time.  The  SLA  is  at  ANNEXURE  II. (c) Ministry of Civil Aviation undertakes periodic assessment of user feedback received on the portal/mobile application, adherence to prescribed timelines for disposal of grievances and quality of redressal. The assessments indicate that a significant proportion of grievances are being disposed of as per the AirSewa Service  Level  Agreement  (SLA).  Overall  level  of  passenger  satisfaction  with the grievance redressal mechanism has shown an improving trend over a period of time, particularly with regard to ease of filing complaints and tracking their status. At the same time, certain areas, such as flight delays, timely refunds and baggage delivery, have been identified as focus concerns.  (d) There is no such specific proposal presently under consideration of this Ministry. The AirSewa Portal undergoes continuous technological and functional upgradation in compliance  with  statutory  and  operational  requirements.  The  most  recent enhancements  include  introduction  of  new  grievance  categories,  namely  "Air Fare" for High Air Fare.

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ANNEXURE I

| Year (1 st Jan to 31 st Dec)   |   Total Received |   Total Resolved |   Pending |
|--------------------------------|------------------|------------------|-----------|
| 2022                           |             9649 |             9649 |         0 |
| 2023                           |            14116 |            14116 |         0 |
| 2024                           |            19262 |            19262 |         0 |
| 2025 (1 st Jan to 30 th Nov)   |            16591 |            16309 |       282 |

## ANNEXURE II

| Stakeholder   | Grievance Category                      | SLA Timeline   |
|---------------|-----------------------------------------|----------------|
| Airlines      | Cleanliness                             | 6 hours        |
|               | Flight Delays                           | 1 day          |
|               | Check-in & Boarding                     | 3 days         |
|               | Assistance to Persons with Disabilities | 3 days         |
|               | Ticketing, Fares & Refunds              | 15 days        |
|               | Maintenance                             | 15 days        |
|               | Meals                                   | 15 days        |
|               | Baggage                                 | 21 days        |
|               | Staff/Crew Behaviour                    | 21 days        |
|               | Other                                   | 15 days        |
| Airports      | Baggage Lost & Found                    | 6 hours        |
|               | Cleanliness/Hygiene                     | 6 hours        |
|               | Air-conditioning/Maintenance            | 1 day          |
|               | Assistance to Persons with Disabilities | 3 days         |
|               | Trolley/Amenities/Buggy/Wi-Fi           | 3 days         |
|               | Taxi/Parking                            | 7 days         |
|               | Retail Shops/Food & Beverage            | 7 days         |
|               | Signages/Flight Display                 | 7 days         |
|               | Seating/Waiting Area                    | 7 days         |
|               | Staff Behaviour                         | 15 days        |
|               | Other                                   | 15 days        |
| BCAS          | Entry Passes                            | 3 days         |
|               | Security Clearances                     | 7 days         |
|               | Security Programme Approval             | 15 days        |
|               | Other                                   | 15 days        |
| Customs       | Arrival                                 | 7 days         |
|               | Departure                               | 7 days         |
|               | Other                                   | 15 days        |
| DGCA          | Airworthiness                           | 15 days        |
|               | Engineering Training School             | 15 days        |
|               | Examination                             | 15 days        |
|               | Flying School                           | 15 days        |
|               | Licence                                 | 15 days        |
|               | Manufacturer                            | 15 days        |
|               | MRO                                     | 15 days        |
|               | Permit & Permission                     | 15 days        |
|               | Other                                   | 15 days        |
| Immigration   | Departure                               | 3 days         |
|               | Arrival                                 | 7 days         |
|               | Other                                   | 3 days         |
| Security      | Boarding Gate                           | 30 days        |
|               | Security Check                          | 30 days        |
|               | Terminal Entry                          | 30 days        |

| Other   | 30 days   |
|---------|-----------|

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