Lok Sabha Question No. 297 (UNSTARRED), answered on 2016-02-25
Subject: Services of Private Airlines
Ministry: CIVIL AVIATION
Asked by: LAKHAN LAL SAHU

## GOVERNMENT OF INIDIA 6 MINISTRY OF CIVIL AVIATION LOK SABHA

25th

297.

SHRI LAKHAN LAL SAHU DR SUBHASH BHAMRE

.

Will the Minister of CIVIL AVIATION

.

be pleased to state:-

- (a) the details of the norms laid down and actual facilities/services provided to passengers by the public and private airlines;
- (d) the action taken by the Government against such erring airline companies; (@) the mechanism put in place by the Government to redress the grievances of
- (b) whether instances of deficient services and lack of facilities by various airlines have been reported during the last three years and the current year; (c) if s0 the nature and details of such complaints received during the said period, airline-wise;
- the air passengers; and (f) whether a global passenger survey has been held recently; if sO, the details and the findings thereof with respect to Mumbai International airport and Air India respectively?

## ANSWER

Minister of State in the Ministry of CIVIL AVIATION

(Dr Mahesh Sharma)

(a): DGCA has issued regulations specific to passenger facilitation which are as follows:

- 1.Part -I: Carriage by Air of Persons with Disability and/ or Persons with Reduced Mobility.

Civil Aviation Requirement, Section 3- Air Transport; Series M,

- 2.Part -II: Refund of Airline tickets to passengers of public transport undertakings:

4.Part V: Facilitation in case of diversion.

- 3.Part IV: Facilities to be provided to passengers by airlines due to denied boarding; cancellation of flights and delays in flights

Air Transport Circulars

5.ATC 3 of 2015

6.ATC 01 of 2014 Facilities/Courtesies to esteemed traveling public at airports:

(b) and (c): As per the prevailing regulations issued by DGCA, scheduled domestic airlines are required to submit the details of passenger complaint on monthly basis.

The above mentioned regulations; that specifies the facilitation/services to be provided to passengers; are applicable for public as well as private airlines which are complied by ail scheduled domestic airlines; being

As per monthly data submitted by the scheduled domestic airlines; airlines wise details of total number of passenger complaints for the year 2013, 2014 & 2015 is placed at Annexure -1.

(d) & (e): As per the prevailing regulation, passengers are required to their complaints with the airlines for redressal. Ail the scheduled domestic airlines have nominated and displayed the name and contact details of their Nodal Officer Appellate Authority to settle the passenger complaints within stipulated time period: If the airline fails to full fill their obligation; the passenger may complain to the statutory body set under applicable iaws lodge

(9) : No global survey has been conducted by DGCA at Mumbai International Airport or specific to Air India.

##***

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:

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| (Jan-13             | Refund   | Baggage_   | Staff Misbehaviour   | Others   | Total   | Total   |
|---------------------|----------|------------|----------------------|----------|---------|---------|
| Air India (dom)     |          | 35         | 12                   |          | 126     | 182     |
| Kingfisher Airlines |          |            |                      |          |         |         |
| IndiGo              | 48       | 172        | 2                    |          | 47      | 269     |
| Go Air              | 0        | 11         | 0                    | 0        | 13      | 24      |
| Spice               | 25       | 16         | 8                    | 18       | 41      | 108     |
|                     | 5        |            | 3                    | 8        | 21      | 44      |
|                     | 6        | 26         | 16                   | 10       | 98      |         |
|                     | 90       | 267        | 41                   | 39       | 3461    | 783     |
| Feb-13              | Refund   | Baggage    | Staff Misbehaviour   | Others   | Total   |         |
| Air India (dom)     |          | 28         | 9                    | 2        | 94      | 140     |
| Kingfisher Airlines |          |            |                      |          |         |         |
| IndiGo              | 15       | 128        | 6                    |          | 98      | 247     |
| Go Air              |          | 11         |                      | 0        | 10      | 21      |
| Spice               | 30       | 15         | 12                   | 22       | 43      | 122     |
| Jetlite             |          | 8          | 5                    | 7        | 19      | 43      |
| Jet Airways         | 6        | 29         | 16                   | 12       | 89      | 152     |
|                     |          |            |                      |          | 353     |         |
|                     | 62       | 219        | 48                   |          |         | 7251    |
|                     |          |            | Staff Misbehaviour   |          |         |         |
| Mar-13              | Refund   | Baggage_   |                      | Others   | Total   |         |
| Air India (dom)     | 6        | 17         | 16                   |          | 119     | 159     |
| IndiGo              | 8        | 103        | 2                    | 0        | 33      | 146     |
| Go Air              | 0        | 2          | 0                    |          | 14      | 16      |
| Spice               | 351      | 18         | 13                   | 26       | 48      | 140     |
| JetLite             | 5        | 8          | 6                    | '6       | 18      | 43      |
| Jet Airways         | 5        | 27         | 17                   | 15       | 84      |         |
|                     | 59       | 175        | 54                   | 48       | 316     | 652     |
| Apr-13              | Refund   | Baggage_   | Staff Misbehavicur   | Others   | Total   |         |
| Air India (dom)     | 8        | 34         | 11                   | 2        | 116     | 171     |
| IndiGo              | 14       | 139        | 2                    |          | 38      | 193     |
| Go Air              |          | 6          | 0                    | 0        | 8       | 14      |
| Spice               | 29       | 16         |                      | 19       | 42      | 117     |
| JetLite             |          |            |                      | 7        | 16      | 39      |
| Jet Airways         |          | 26         | 18                   | 12       | 82      | 144     |
|                     | 61       | 228        | 47                   | 40       | 302     |         |
|                     |          |            | Staff Misbehaviour   |          |         |         |
| May-13              | Refund   | Baggage    |                      | Others   | Total   |         |
| Air India (dom)     | 12       | 32         | 18                   |          | 112     | 180     |
| IndiGo              | 19       | 160        | 0                    | 0        | 34 10   | 23      |
| Go Air              | 0        | 13         | 0                    | 0        |         |         |
| Spice               | 33       | 22         |                      | 19       | 48      | 138     |
| JetLite             | 5        |            | 7                    | 8        | 14      | 42      |
| Jet Airways         | 7        | 31         | 22                   | 14       | 87      | 161     |
|                     | 76       | 2661       | 63                   | 47       | 305     | 757     |
| Jun-13              | Refund   | Baggage    | Staff Misbehaviour   | Others   | Total   |         |
| Air India (dom)     | 5        | 23         | 26                   |          | 139     | 200     |
| IndiGo              | 29       | 136        |                      |          | 10      | 175     |
| Go Air              |          | 11         | 0                    | 0        | 9       | 20      |
| Spice               | 28       | 12         |                      | 17       | 40      | 113     |
| JetLite             |          | 7          | 5                    | 7        | 12      | 35      |
| Jer Airways         | 6        | 29         | 21                   | 14       | 78      | 148     |
|                     | 72       | 218        | 68                   | 45       | 288     | 691     |

| IJul-13                                                | Refund                                                 | Baggage_                                               | Staff Misbehaviour                                     | Others                                                 | Total                                                  |                                                        |                                                        |
|--------------------------------------------------------|--------------------------------------------------------|--------------------------------------------------------|--------------------------------------------------------|--------------------------------------------------------|--------------------------------------------------------|--------------------------------------------------------|--------------------------------------------------------|
| Air India (dom)                                        |                                                        | 301                                                    | 21                                                     |                                                        | 80                                                     | 145                                                    |                                                        |
| IIndiGo                                                | 8                                                      | 123                                                    | 2                                                      |                                                        |                                                        | 136                                                    |                                                        |
| Go Air                                                 |                                                        | 13                                                     | 0                                                      | 0                                                      |                                                        | 27                                                     |                                                        |
| Spice                                                  | 22                                                     | 10                                                     | 13                                                     | 1                                                      | 35                                                     | 94                                                     |                                                        |
| IJetLite                                               |                                                        |                                                        | 5                                                      |                                                        | 13                                                     | 38                                                     |                                                        |
| Jet Airways                                            | 7                                                      | 31                                                     | 23                                                     |                                                        | 79                                                     | 1551                                                   |                                                        |
|                                                        | 50                                                     | 215                                                    | 64                                                     | 43                                                     | 224                                                    | 5961                                                   |                                                        |
| Aug-13                                                 | Refund                                                 | Baggage                                                | Staff Misbehaviour                                     | Others                                                 | Total                                                  |                                                        |                                                        |
| Air India (dom)                                        |                                                        | 28                                                     | 22                                                     |                                                        | 85                                                     | 140                                                    |                                                        |
| IndiGo                                                 |                                                        | 105                                                    |                                                        |                                                        |                                                        | 116                                                    |                                                        |
| Go Air                                                 | 0                                                      | 12                                                     | 2                                                      |                                                        |                                                        |                                                        |                                                        |
| Spice                                                  | 25                                                     | 13                                                     | 15                                                     | 17                                                     | 38                                                     | 108                                                    |                                                        |
| JetLite                                                | 6                                                      | 9                                                      | 5                                                      | 9                                                      | 16                                                     | 45                                                     |                                                        |
| Jet Airways                                            | 8                                                      | 32                                                     |                                                        | 19                                                     |                                                        | 160                                                    |                                                        |
|                                                        | 43                                                     | 199                                                    | 66                                                     | 49                                                     | 228                                                    | 585                                                    |                                                        |
| Sep-13                                                 |                                                        | Baggage                                                | Staff Misbehaviour                                     | Others                                                 | Total                                                  |                                                        |                                                        |
| Air India (dom)                                        | 33                                                     | 23                                                     | 34                                                     |                                                        |                                                        | 219                                                    |                                                        |
| IndiGo                                                 | 2                                                      | 93                                                     | 0                                                      | 0                                                      | 127 12                                                 | 107                                                    |                                                        |
| Go Air                                                 | 0                                                      | 16                                                     | 0                                                      | 0                                                      | 23                                                     | 39                                                     |                                                        |
| Spice                                                  | 19                                                     | 10                                                     | 12                                                     | 11                                                     | 29                                                     | 81                                                     |                                                        |
| JetLite                                                | 5                                                      |                                                        |                                                        | 7                                                      | 11                                                     | 34                                                     |                                                        |
| Jet Airways                                            |                                                        | 30                                                     | 19                                                     |                                                        | 67                                                     | 141                                                    |                                                        |
|                                                        | 66                                                     | 179                                                    | 69                                                     | 38                                                     | 269                                                    | 621                                                    |                                                        |
| Oct-13 Staff Misbehaviour Others Total                 | Oct-13 Staff Misbehaviour Others Total                 | Oct-13 Staff Misbehaviour Others Total                 | Oct-13 Staff Misbehaviour Others Total                 | Oct-13 Staff Misbehaviour Others Total                 | Oct-13 Staff Misbehaviour Others Total                 | Oct-13 Staff Misbehaviour Others Total                 | Oct-13 Staff Misbehaviour Others Total                 |
|                                                        | Refund                                                 | Baggage                                                |                                                        |                                                        |                                                        |                                                        |                                                        |
| Air India (dom)                                        | 19                                                     |                                                        | 31                                                     |                                                        | 100                                                    | 173                                                    |                                                        |
| IndiGo                                                 |                                                        | 123                                                    |                                                        |                                                        | 15                                                     | 142                                                    |                                                        |
| Go Air                                                 |                                                        |                                                        |                                                        |                                                        | 23                                                     | 27                                                     |                                                        |
| Spice                                                  | 28                                                     | 17                                                     |                                                        | 16                                                     | 39                                                     | 116                                                    |                                                        |
| JetLite                                                | 6                                                      | 8                                                      | 4                                                      |                                                        | 10                                                     | 36                                                     |                                                        |
| Jet Airways                                            | 7                                                      | 32                                                     | 21                                                     | 19                                                     | 69                                                     | 148                                                    |                                                        |
| Air Costa                                              | 15                                                     | 1                                                      | 1                                                      |                                                        |                                                        | 17                                                     |                                                        |
|                                                        | 75                                                     | 208                                                    | 77                                                     | 43                                                     | 2561                                                   | 659                                                    |                                                        |
| Staff Misbehaviour Others Total                        | Staff Misbehaviour Others Total                        | Staff Misbehaviour Others Total                        | Staff Misbehaviour Others Total                        | Staff Misbehaviour Others Total                        | Staff Misbehaviour Others Total                        | Staff Misbehaviour Others Total                        | Staff Misbehaviour Others Total                        |
| Novenber 2013                                          | Refund                                                 | Baggage                                                |                                                        |                                                        |                                                        |                                                        |                                                        |
| Air India (dom) IndiGo                                 | 0                                                      | 18                                                     | 16                                                     |                                                        | 168                                                    | 205                                                    |                                                        |
| Go Air                                                 | 12                                                     | 141                                                    | 6 0                                                    | 0                                                      | 56 20                                                  | 215 27                                                 |                                                        |
| Spice                                                  | 28                                                     | 17                                                     | 18                                                     | 13                                                     | 34                                                     | 110                                                    |                                                        |
| JetLite                                                | 7                                                      | 8                                                      | 5                                                      | 8                                                      | 10                                                     | 38                                                     |                                                        |
| Jet Airways                                            | 8                                                      | 34                                                     | 20                                                     | 22                                                     | 68                                                     | 152                                                    |                                                        |
|                                                        | 0                                                      | 0                                                      |                                                        | 0                                                      |                                                        |                                                        |                                                        |
|                                                        | 55                                                     | 225                                                    | 65                                                     | 46                                                     | 356                                                    | 747                                                    |                                                        |
| Dec-13 Refund Baggage_ Staff Misbehaviour Others Total | Dec-13 Refund Baggage_ Staff Misbehaviour Others Total | Dec-13 Refund Baggage_ Staff Misbehaviour Others Total | Dec-13 Refund Baggage_ Staff Misbehaviour Others Total | Dec-13 Refund Baggage_ Staff Misbehaviour Others Total | Dec-13 Refund Baggage_ Staff Misbehaviour Others Total | Dec-13 Refund Baggage_ Staff Misbehaviour Others Total | Dec-13 Refund Baggage_ Staff Misbehaviour Others Total |
| Air India (dom)                                        | 2                                                      | 14                                                     | 14                                                     |                                                        | 153                                                    | 183                                                    |                                                        |
| IndiGo                                                 | 37                                                     | 143                                                    | 9                                                      |                                                        | 33                                                     | 222                                                    |                                                        |
| Go Air                                                 |                                                        | 6                                                      | 0                                                      |                                                        | 14                                                     | 201                                                    |                                                        |
| Spice                                                  | 34                                                     | 19                                                     |                                                        | 14                                                     | 38                                                     |                                                        |                                                        |
| JetLite                                                |                                                        |                                                        | 4                                                      | 7                                                      | 12                                                     | 401                                                    |                                                        |
| Jet Airways                                            | 9                                                      | 36                                                     | 21                                                     | 24                                                     | 81                                                     | 171                                                    |                                                        |
| Air Costa                                              | 90                                                     | 227                                                    | 0 68                                                   | 0 45                                                   | 331                                                    | 761                                                    |                                                        |

| Jan-14                                 | Refund                                 | Baggage                                | Staff Misbehaviour                     | Others                                 | Total                                  |                                        |
|----------------------------------------|----------------------------------------|----------------------------------------|----------------------------------------|----------------------------------------|----------------------------------------|----------------------------------------|
| Air India (dom)                        | 5                                      |                                        | 23                                     | 3                                      | 181                                    | 227                                    |
| IndiGo                                 | 36                                     | 101                                    |                                        | 0                                      | 23                                     | 164                                    |
| Go Air                                 | 0                                      | 14                                     | 0                                      | 0                                      | 23                                     | 37                                     |
| Spice                                  | 31                                     | 19                                     | 17                                     | 12                                     | 36                                     | 115                                    |
| JetLite                                | 7                                      | 8                                      |                                        | 6                                      | 11                                     | 361                                    |
| Jet Airways                            | 8                                      | 35                                     | 19                                     | 23                                     | 80                                     | 165                                    |
| Air Costa                              | 0                                      |                                        |                                        | 0                                      | 0                                      |                                        |
|                                        | 87                                     | 192                                    | 67                                     | 44                                     | 354                                    | 744                                    |
| Staff Misbehaviour                     | Staff Misbehaviour                     | Staff Misbehaviour                     | Staff Misbehaviour                     | Total                                  | Total                                  | Total                                  |
| Feb-14                                 | Refund                                 | Baggage_                               |                                        | Others                                 |                                        | 188                                    |
| Air India (dom)                        | 5                                      | 15                                     | 21                                     | 8                                      |                                        |                                        |
| IndiGo                                 | 19                                     | 101                                    | 2                                      |                                        | 19                                     | 141                                    |
| Go Air                                 | 0                                      | 21                                     | 0                                      |                                        | 18                                     | 39                                     |
| Spice                                  | 27                                     | 15                                     | 17                                     | 11                                     | 31                                     | 101                                    |
| JetLite                                |                                        | 7                                      | 4                                      | 5                                      | 9                                      | 31                                     |
| Jet Airways                            |                                        | 33                                     | 18                                     | 21                                     | 75                                     | 154                                    |
| Air Costa                              |                                        |                                        | 1                                      | 0                                      |                                        |                                        |
|                                        | 64                                     | 192                                    | 63                                     | 39                                     | 297                                    | 655                                    |
| Staff Misbehaviour IT Baggage_         | Staff Misbehaviour IT Baggage_         | Staff Misbehaviour IT Baggage_         | Staff Misbehaviour IT Baggage_         | Others Total                           | Others Total                           | Others Total                           |
| Mar-14                                 | Refund                                 | 19                                     | 13                                     | 3                                      | 161                                    | 207                                    |
| Air India (dom)                        | 11                                     |                                        |                                        | 0                                      | 19                                     | 135                                    |
| IndiGo                                 | 5                                      |                                        |                                        | 0                                      | 16]                                    | 34                                     |
| Go Air                                 | 0                                      | 18 17                                  | 3                                      | 13                                     | 35                                     | 109                                    |
| Spice                                  |                                        | 8                                      | 4                                      | 4                                      | 10                                     |                                        |
| JetLite                                |                                        | 29                                     | 16                                     | 12                                     | 89                                     | 153                                    |
| Jet Airways                            | 2                                      | 0                                      | 0                                      | 1                                      |                                        | 3                                      |
| Air Costa                              | 58                                     | 201                                    | 49                                     | 33                                     | 330                                    | 671                                    |
| Apr-14                                 | Refund                                 | Baggage                                | Staff Misbehaviour                     | Others                                 | Total                                  |                                        |
| Air India (dom)                        | 13                                     | 13                                     | 20                                     | 1                                      | 140                                    | 187                                    |
| IndiGo                                 | 5                                      | 81                                     |                                        |                                        | 17                                     | 103                                    |
| Go Air                                 | 0                                      | 19                                     |                                        |                                        | 29                                     | 48                                     |
|                                        |                                        | 16                                     | 18                                     | 13                                     | 36                                     | 111                                    |
| Spice                                  |                                        | 9                                      | 5                                      |                                        | 8                                      | 30                                     |
| JetLite                                | 8                                      | 28                                     | 17                                     | 10                                     | 88                                     | 151                                    |
| Jet Airways                            |                                        | 0                                      | 1                                      | 0                                      |                                        | 3                                      |
| Air Costa                              |                                        |                                        | 61                                     | 28                                     | 319                                    | 633                                    |
| 166 59 Others Total Staff Misbehaviour | 166 59 Others Total Staff Misbehaviour | 166 59 Others Total Staff Misbehaviour | 166 59 Others Total Staff Misbehaviour | 166 59 Others Total Staff Misbehaviour | 166 59 Others Total Staff Misbehaviour | 166 59 Others Total Staff Misbehaviour |
| May-14                                 | Refund Baggage                         |                                        |                                        |                                        | 165                                    | 227                                    |
| Air India (dom)                        | 13                                     | 30                                     | 18                                     | 0                                      | 17                                     | 119                                    |
| IndiGo                                 | 6                                      | 92                                     | 0                                      |                                        | 64                                     | 88                                     |
| Go Air                                 |                                        | 24                                     | 19                                     | 16                                     | 39                                     | 123                                    |
| Spice                                  | 31 4                                   | 18 8                                   | 4                                      | 5                                      |                                        | 28                                     |
| JetLite                                | 9                                      | 31                                     | 19                                     | 13                                     | 92                                     | 164                                    |
| Jet Airways                            |                                        |                                        |                                        | 0                                      | 1                                      | 3                                      |
| Air Costa                              | 651                                    | 203                                    | 64                                     | 35                                     | 385                                    | 752                                    |
| Total                                  | Total                                  | Total                                  | Total                                  | Total                                  | Total                                  | Total                                  |
| Jun-14                                 | Refund Baggage_                        | Staff Misbehaviour                     |                                        | Others                                 |                                        | 239                                    |
| Air India (dom)                        |                                        | 35                                     | 27                                     | 5                                      | 168                                    | 183                                    |
| IndiGo                                 | 2                                      | 93                                     | 0                                      |                                        | 88                                     | 151                                    |
| Go Air                                 | 0                                      | 20 1                                   | 0 3                                    |                                        | 131                                    | 18                                     |
| Air Asia                               | 5                                      |                                        |                                        | 18                                     | 38                                     | 127                                    |
| Spice                                  | 32                                     | 19                                     | 20                                     | 4                                      |                                        | 30                                     |
| JetLite                                | 5                                      | 9                                      | 5                                      | 12                                     | 87                                     | 151                                    |
| Jet Airways                            | 0                                      | 29 1                                   | 0                                      | 0                                      |                                        | 1                                      |
| Air Costa                              |                                        |                                        | 71                                     |                                        | 525                                    | 900                                    |
|                                        | 551                                    | 207                                    |                                        |                                        |                                        |                                        |

| Jul-14     | Fare   | Refund   | Flight Problem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Complaints   | Total   |
|------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|--------------|---------|
| Air Costa  |        |          |                  |           |                    |              |                   |            |          |              |         |
| Go Air     |        |          |                  |           | 22                 |              |                   |            |          |              | 81      |
|            |        |          |                  |           | 11                 |              |                   |            |          |              |         |
| (Spicejet  |        | 13       |                  |           |                    |              | 17                |            |          | 37           | 129     |
| IJet       |        |          |                  |           |                    |              |                   | 2          |          | 22           | 61      |
| (Air India |        |          | 33               | 18        | 108                |              |                   | 45         |          |              | 213     |

| [Aub-14    | Refund   | Flight Problem| Baggage   |    | Custoner Service   | Staff Behaviour   | Others   | Total Complaints_   |
|------------|----------|--------------------------------|----|--------------------|-------------------|----------|---------------------|
| IAir Costa |          |                                |    |                    |                   |          |                     |
| Air Asia   |          |                                |    |                    |                   |          |                     |
| Go Air     |          |                                |    | 25                 |                   |          | 81                  |
| lIndiGo    |          |                                |    |                    |                   |          | 106                 |
| Spicejet   | 64       |                                | 3  |                    | 21                | 21       | 146                 |
| IJet       |          | 39                             | 17 |                    | 13                | 97       | 185                 |
| IAir India |          | 62                             | 31 | 61                 | 29                |          | 189                 |

| Sep-14     | Fare   | Refund   | Flight Problem   | Baggage   | Customer Service   | Disabiiity   | Staff Behaviour   | Catering   | Others   | Total Complaints   | Total Complaints   |
|------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|--------------------|--------------------|
| Air Costa  |        |          |                  |           |                    |              |                   |            |          |                    |                    |
| Air Asia   |        |          |                  |           |                    |              |                   |            |          |                    |                    |
| Go Air     |        |          | 11               | 23        | 60                 |              |                   |            |          | 113                |                    |
| Iindico    |        |          |                  | 56        | 15                 |              |                   |            |          | 82                 |                    |
| Spicejet   |        | 53       | 11               | 31        |                    |              | 21                |            |          | 123                |                    |
| Jet        |        | 10       | 31               | 26        | 14                 |              | 20                |            | 90       | 197                |                    |
| IAir India |        | 22       | 70               | 30        | 84                 |              | 22                |            |          | 228                |                    |

| Oct-14     | Fare   | Refund   | Flight Problem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total Complaints   |
|------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|--------------------|
| Air Costa  |        |          |                  |           |                    |              |                   |            |          |                    |
| IAir Asia  |        |          |                  |           |                    |              |                   |            |          |                    |
| Go Air     |        |          |                  |           | 129                |              |                   |            | 46       | 223                |
| IndiGo     |        |          |                  | 52        |                    |              |                   |            |          | 106                |
| [Spicejet  |        | 22       | 3                | 55        |                    |              |                   |            |          | 121                |
|            |        |          |                  | 37        | 19                 |              | 39                |            | 143      | 280                |
| IAir India |        | 13       |                  | 36        | 119                |              | 18                |            |          | 341                |

| Nov-14     | Fare   | Refund   | Flight Problem| Baggage   |    | Customer Service   | Disability   | Staff   | Catering   | Others   | Total Complaints_   |
|------------|--------|----------|--------------------------------|----|--------------------|--------------|---------|------------|----------|---------------------|
| Air Costa  |        |          |                                |    |                    |              |         |            |          |                     |
| Air Asia   |        |          |                                |    |                    |              |         |            |          | 11                  |
| Go Air     |        |          |                                | 21 | 134                |              |         |            | 37       | 220                 |
| IIndiGo    |        |          | 37                             |    |                    |              |         |            |          | 110                 |
| Spicejet   |        | 13       | 105                            | 23 |                    |              |         |            |          | 142                 |
| Jet        |        |          | 32                             | 42 | 10                 |              | 25      |            | 98       | 219                 |
| IAir India |        |          | 93                             | 43 | 70                 |              | 16      |            |          | 226                 |

| Dec-14     | Fare   | Refund   | Flight Probiem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total Complaints_   |
|------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------------------|
| (Air Costa |        |          |                  |           |                    |              |                   |            |          |                     |
| IAir Asia  |        |          |                  |           |                    |              |                   |            |          | 12                  |
| Go-Air     |        |          | 41               | 34        | 187                |              |                   |            | 104      | 371                 |
| IndiGo     |        |          | 29               | 113       | 83                 |              |                   |            |          | 241                 |
| (Spicejet  |        |          | 117              | 46        | 31                 |              | 16                |            | 97       | 230                 |
| Jet        |        |          | 52               | 34        |                    |              | 32                |            | 97       | 230                 |
| Air India  |        |          | 102              | 28        | 103                |              |                   |            |          | 255                 |

| IJan-15    | Fare   | Refurid   | Flight Problem | Baggage   |     | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total Complaints   |
|------------|--------|-----------|---------------------------------|-----|--------------------|--------------|-------------------|------------|----------|--------------------|
| Air Costa  |        |           |                                 |     |                    |              |                   |            |          |                    |
| Air Asia   |        |           |                                 |     |                    |              |                   |            |          | 15                 |
| Vistara    |        |           |                                 |     |                    |              |                   |            |          |                    |
| Go Air     |        |           | 40                              | 44  | 60                 |              |                   |            |          | 169                |
| IndiGo     |        |           | 36                              | 103 | 52                 |              |                   |            |          | 195                |
| Spicejet   |        | 162       | 116                             |     |                    |              | 2                 |            |          | 330                |
| Jet        |        | 12        | 89                              | 40  | 26                 |              | 32                |            | 26       | 229                |
| IAir India |        | 13        | 80                              | 4   | 95                 |              | 21                |            |          | 252                |
| Total      |        | 196       | 367                             | 274 | 238                |              | 70                |            | 44       | 1197               |

| Feb-15               | Fare   | Refund   | Flight Problem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Others   | ToTal   |
|----------------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|----------|---------|
| Air Asia             |        | 10       |                  |           |                    |              |                   | Catering | 14      |
| Air Costa            |        |          |                  |           |                    |              |                   |          |         |
| Air India (Dom)      |        |          | 83               | 25        | 116                |              | 15                |          | 256     |
| Go Air               |        |          | 19               | 34        |                    |              |                   | 44       | 134     |
| (IndiGo              |        |          | 21               | 105       | 77                 |              |                   |          | 213     |
| JJet JetLite Airways |        | 19       | 82               | 36        | 23                 |              | 27                | 27       | 221     |
| Spicejet             |        | 70       | 116              | 26        | 13                 |              | 11                | 12       | 248     |
| Vistara              |        |          |                  |           |                    |              |                   |          |         |
| Grand Total          |        | 109      | 327              | 238       | 256                |              | 61                | 84       | 1092    |

| Mar-15          | Fare   | Refund   | Flight Problen] Baggage   |     | Customer Service   | Disability   | Staff Behaviour   | Catering_   | Others   | Total   |
|-----------------|--------|----------|---------------------------|-----|--------------------|--------------|-------------------|-------------|----------|---------|
| Air Asia        |        |          |                           |     |                    |              |                   |             |          | 12      |
| Air Costa       |        |          |                           |     |                    |              |                   |             |          |         |
| Air India (Dom) |        | 16       | 72                        | 25  | 89                 |              | 20                |             |          | 222     |
| Go Air          |        |          | 25                        | 16  | 164                |              |                   |             | 114      | 325     |
| IndiGo          |        |          | 44                        | 67  | 79                 |              |                   |             |          | 198     |
| JetLite         | 11     | 19       | 57                        | 55  | 20                 |              | 39                |             | 24       | 225     |
| Spicejet        |        | 67       | 89                        | 26  |                    |              | 25                |             |          | 207     |
| Vistara         |        |          |                           |     |                    |              |                   |             |          |         |
| Grand Total     | 11     | 116      | 290                       | 151 | 353                |              | 88                |             | 138      | 1194    |

| Apr-15                | Fare   | Refund   | Flight Problem] Eaegage   |     | Customer Service   | Disability   | Staff Pehaviour   | Catering   | Others   | Total   |
|-----------------------|--------|----------|---------------------------|-----|--------------------|--------------|-------------------|------------|----------|---------|
| Air Asia              |        |          |                           |     |                    |              |                   |            |          | 10      |
| Air Costa             |        |          |                           |     |                    |              |                   |            |          |         |
| Air India (Dom)       |        |          | 53                        | 18  | 62                 |              | 15                |            |          | 149     |
| Go Air                |        |          | 8                         | 21  | 39                 |              |                   |            | 80       | 148     |
| IndiGo                |        |          | 26                        | 67  | 110                |              |                   |            |          | 212     |
| Jet Airways  JetLlite |        | 22       | 57                        | 49  | 30                 |              | 27                |            | 18       | 210     |
| Spicejet              |        | 17       | 132                       | 26  |                    |              | 23                |            |          | 198     |
| Vistara               |        |          |                           |     |                    |              |                   |            |          |         |
| Grand Total           |        | 48       | 285                       | 181 | 242                |              | 72                |            | 98       | 935     |

| May-15              | Fare   | Refund   | Flight Problem] Bagzage   |     | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total   |
|---------------------|--------|----------|---------------------------|-----|--------------------|--------------|-------------------|------------|----------|---------|
| Air Asia            |        |          |                           |     |                    |              |                   |            |          | 13      |
| Air Costa           |        |          |                           |     |                    |              |                   |            |          |         |
| Air India [Dom)     |        |          | 36                        | 24  | 93                 |              | 19                |            |          | 173     |
| 4ir Pegasus         |        |          |                           |     |                    |              |                   |            |          | 9       |
| IGo Air             |        | 1        |                           | 21  | 16                 |              |                   |            | 20       | '68     |
| iIndiGo'            |        | 12       | 18                        | 80  | 80                 |              |                   |            |          | 191     |
| Jet Airways Jetlite |        | 18       | 72                        | 52  | 24                 |              | 35                |            |          | 211     |
| Spicejet            | 39     | 22       | 64                        | 35  |                    |              | 27                |            |          | 187     |
| Vistara             |        |          |                           |     |                    |              |                   |            |          |         |
| Grand Total         | 48     | 63       | 204                       | 218 | 218                |              | 81                |            | 23       | 858     |

| Jun-15               | Fare   | Refund   | Flight Problem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total   |
|----------------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Air Asia             |        |          | 10               |           |                    |              |                   |            |          | 14      |
| Air Costa            |        |          |                  |           |                    |              |                   |            |          |         |
| Air India I(Dom)     |        |          | 53               | 16        | 86                 |              | 13                |            |          | 173     |
| Air Pegasus_         |        |          |                  |           |                    |              |                   |            |          | 26      |
| Go Air               |        |          |                  | 22        | 23                 |              |                   |            | 10       | 67      |
| IndiGo               |        |          | 35               | 65        | 73                 |              |                   |            |          | 180     |
| Jet Airways Jetlite' |        | 17       | 58               | 57        | 19                 |              | 29                |            |          | 194     |
| Spicejet             |        |          | 97               | 17        |                    | 35           | 11                |            |          | 160     |
| Vistara              |        |          |                  |           |                    |              |                   |            |          |         |
| Grand Total          |        | 53       | 258              | 183       | 203                | 36           | 54                |            | 17       | 819     |

| Jul-15              | Fare   | Refund   | Flight Problem   | Eageage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total   |
|---------------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| (Air Costa          |        |          |                  |           |                    |              |                   |            |          |         |
| Air Asia            |        |          |                  |           |                    |              |                   |            |          |         |
| Vistara             |        |          |                  |           |                    |              |                   |            |          |         |
| Go Air              |        |          |                  | 20        | 11                 |              |                   |            | 33       |         |
| IndiGo              |        |          | 34               | 39        | 109                |              |                   |            |          | 186     |
| Spicejet            |        | 31       | 37               | 21        |                    |              | 25                |            | 19       |         |
| Jet Airways Jetlite |        | 21       | 61               | 60        | 20                 |              | 41                |            |          | 210     |
| Air India (Dom)     |        |          | 65               | 16        | 65                 |              | 24                |            |          | 174     |
| Air Pegasus_        |        |          |                  |           |                    |              |                   |            |          |         |
| Total               |        | 63       | 211              | 163       | 212                |              | 91                |            | 52       | 802     |

| Aug-15              | Fare   | Refunc   | Flight Problem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total   |
|---------------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Air Costa           |        |          |                  |           |                    |              |                   |            |          |         |
| Air Asia            |        |          |                  |           |                    |              |                   |            |          | 13      |
| Vistara             |        |          |                  |           |                    |              |                   |            |          | 2       |
| Go Air              |        |          | 13               |           | 18                 |              |                   |            | 19       | 69      |
| IIndiGo             |        |          | 49               |           | 73                 |              |                   |            |          | 156     |
| Spicejet            |        | 16       |                  | 34        | 15                 |              | 42                |            |          | 116     |
| Jet Airways JetLite |        | 12       | 57               | 58        | 12                 |              | 26                |            | 36       | 209     |
| Air India (Dom)     |        | 11       | 52               | 23        | 88                 |              | 15                |            |          | 189     |
| Pegasus_            |        |          |                  |           |                    |              |                   |            |          |         |
| Trujet              |        |          |                  |           |                    |              |                   |            |          |         |
| Total               |        | 46       |                  | 170       | 212                |              | 86                |            | 58       | 770     |

| Sep-15              | Fare   | Refund   | Flight Problem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total   |
|---------------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Air Costa           |        |          |                  |           |                    |              |                   |            |          |         |
| Air Asia            |        |          |                  |           |                    |              |                   |            |          | 11      |
| Vistara             |        |          |                  | 1         |                    |              |                   |            |          |         |
| Go Air              |        |          |                  |           | 12                 |              |                   |            | 14       | 51      |
| IndiGo              |        |          | 52               |           | 64                 |              |                   |            |          | 149     |
| Spicejet            |        | 19       | 17               |           |                    |              | 29                |            | 11       | 98      |
| Jet Airways Jetlite | 13     | 17       | 49               | 52        | 17                 |              | 31                |            | 20       | 199     |
| Air India ((Dom)    |        | 12       | 42               | 38        | 81                 |              | 18                |            |          | 191     |
| Air                 |        |          |                  |           |                    |              |                   |            |          |         |
| Trujet              |        |          |                  |           |                    |              |                   |            |          |         |
| Total               | 13     | ST       | 172              |           | 178                |              | 81                |            | 46       | 710     |

| Oct-15              | Fare   | Refund   | Flight Problem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total   |
|---------------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Air Costa           |        |          |                  |           |                    |              |                   |            |          |         |
| Air Asia            |        |          |                  |           |                    |              |                   |            |          | 12      |
| Vistara             |        |          |                  |           |                    |              |                   |            |          | 3       |
| Go Air              |        |          |                  | 15        | 20                 |              |                   |            | 20       | 60      |
| IndiGo              |        |          | 62               | 26        | 54                 |              |                   |            |          | 147     |
| [Spicejet           |        |          | 25               | 25        |                    |              | 20                |            | 19       | 89      |
| Jet Airways Jetlite |        | 15       | 58               | 61        | 22                 |              | 32                |            | 10       | 203     |
| Air India I(Dom)    |        |          | 73               | 27        | 88                 |              | 10                |            |          | 203     |
| Air Pegasus         |        |          |                  |           |                    |              |                   |            |          |         |
| Trujet              |        |          |                  |           |                    |              |                   |            |          |         |
| Total               |        | 28       | 230              | 159       | 188                |              | 64                |            | 51       | 727     |

| Nov-15              | Fare   | Refund   | Flight Problem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total   |
|---------------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Air Costa           |        |          |                  |           |                    |              |                   |            |          |         |
| Air Asia            |        |          |                  |           |                    |              |                   |            |          | 13      |
|                     |        |          | 2                |           |                    |              |                   |            |          | 2       |
| Go Air              |        |          |                  | 13        | 27                 |              |                   |            | 118      | 167     |
| IIndiGo             |        |          | 13               | 25        | 68                 |              |                   |            |          | 125     |
| Spicejet            |        |          | 25               |           |                    |              | 14                |            | 14       | 78      |
| Jet Airways JetLite |        | 13       | 68               | 57        | 27                 |              | 30                |            | 12       | 211     |
| Air India (Dom)     |        | 13       | 62               | 31        | 122                |              | 24                |            |          | 252     |
| Air Pegasus _       |        |          |                  |           |                    |              |                   |            |          |         |
| [Trujet             |        |          |                  |           |                    |              |                   |            |          |         |
| Total               |        | 37       | 179              | 166       | 246                |              | 71                |            | 146      | 857     |

| Dec-15              | Fare   | Refund   | Flight Problem   | Baggage   | Customer Service   | Disability   | Staff Behaviour   | Catering   | Others   | Total   |
|---------------------|--------|----------|------------------|-----------|--------------------|--------------|-------------------|------------|----------|---------|
| Air Costa           |        |          |                  |           |                    |              |                   |            |          |         |
| Air Asia            |        |          |                  |           |                    |              |                   |            |          | 13      |
| VVistara            |        |          |                  |           |                    |              |                   |            |          |         |
| Go Air              |        |          | 13               | 22        | 29                 |              |                   |            | 23       | 93      |
| (IndiGo             |        |          | 22               | 43        | 76                 |              |                   |            |          | 148     |
| (Spicejet           |        |          | 14               | 16        |                    |              | 18                |            | 12       | 60      |
| Jet Airways Jetlite |        | 14       | 80               | 56        | 16                 |              | 27                |            | 15       | 215     |
| Air India (Dom)     |        | 16       | 170              | 162       | 174                |              | 30                |            |          | 552     |
| Air Pegasus         |        |          |                  |           |                    |              |                   |            |          |         |
| Trujet              |        |          |                  |           |                    |              |                   |            |          |         |
| Total               |        |          | 305              | 308       | 296                |              | 84                |            | 50       | 1091    |