Lok Sabha Question No. 157 (UNSTARRED), answered on 2023-07-20
Subject: Facilities and Services to Passengers
Ministry: CIVIL AVIATION
Asked by: Ravindra Kushawaha, Mahabali Singh

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION

## Lok Sabha

UNSTARRED QUESTION NO. : 157

( TO BE ANSWERED ON THE  20th July 2023 )

FACILITIES AND SERVICES TO PASSENGERS

157.    SHRI RAVINDRA KUSHWAHA

SHRI MAHABALI SINGH

Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a) the criteria/norms set for the Public and Private Airlines for providing facilities/services and the details of facilities/services provided by them in reality to the passengers;
- (b) whether complaints regarding poor services and facilities provided by the Airlines have been received during the last three years and the current year; and
- (c) if so, the Airline-wise nature and details of such complaints received during the said period?

## ANSWER

Minister  of  State  in  the  Ministry  of  CIVIL  AVIATION            (GEN.  (DR)  V.  K.  SINGH (RETD))

(a) : 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)  CAR Section 3, Series M, Part IV regarding Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delays in flights.; (iii) Air Transport Circular ATC 01 of 2021 regarding Unbundle of services and fees by scheduled airlines; (iv)  CAR Section 3, Series 'M', Part II regarding Refund of Airline Tickets to Passengers. (v)    CAR  Section  3,  Series  M,  Part  I  regarding  Carriage  by  Air  of  Persons  with  Disability  and/or Persons with Reduced Mobility.; (vi)  CAR Section 3, Series M, Part V regarding Facilitation in case of diversion of aircraft.;; Compliance of the above passenger centric Civil Aviation Requirements (CARs) are monitored by DGCA.; (b) & (c)   As per the traffic data received by DGCA from scheduled domestic airlines, the airline

- wise complaints received during the  last three years and the current year  is at Annexure-I.

## ******

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                  |