Lok Sabha Question No. 4519 (UNSTARRED), answered on 2026-03-19
Subject: AirSewa Portal
Ministry: CIVIL AVIATION
Asked by: Ms. Mahua Moitra

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION

## LOK SABHA UNSTARRED QUESTION NO. : 4519

( TO BE ANSWERED ON THE  19th March 2026 )

## AIRSEWA PORTAL

4519.     MS. MAHUA MOITRA Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a) the total number of complaints received, disposed of and pending since the launch of AirSewa Portal, year and category-wise;
- (b)  the  details  of  average  time  taken  for  resolving  complaints,  category-wise; and
- (c)  the  number  of  baggage  related  complaints  received  against  airlines  since launch of AirSewa Portal, year and airline-wise?

## ANSWER

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

- (a) The data of total number of complaints received, disposed of and pending since the launch of AirSewa Portal, year-wise and category-wise may be seen at ANNEXURE I.
- (b)  The  Complaints  filed  on  AirSewa  Portal  is  resolved  as  per  Service  Level Agreement (SLA). The SLA may be seen at ANNEXURE II.
- (c)  The  number  of  Baggage  related  complaint  received  against  airlines  since launch of AirSewa Portal may be seen at ANNEXURE III.

******

## Year wise - 2016

## ALL AIRLINES CATEGORY REPORTS

| SUB CATEGORY            |   GRIEVANCE RECEIVED |   GRIEVANCES CLOSED |   GRIEVANCE PENDING |
|-------------------------|----------------------|---------------------|---------------------|
| Baggage                 |                  108 |                 108 |                   0 |
| Check In &Boarding      |                   35 |                  35 |                   0 |
| Cleanliness             |                    6 |                   6 |                   0 |
| Flight Delays           |                   85 |                  85 |                   0 |
| Maintenance             |                    6 |                   6 |                   0 |
| Meal                    |                   16 |                  16 |                   0 |
| Other                   |                   24 |                  24 |                   0 |
| Person With Disabilty   |                    3 |                   3 |                   0 |
| Staff/Crew Behavior     |                   13 |                  13 |                   0 |
| Ticketing Fare &Refunds |                  120 |                 120 |                   0 |
| TOTAL                   |                  416 |                 416 |                   0 |

## ALL AIRPORTS CATEGORY REPORTS

| SUB CATEGORY                 |   GRIEVANCE RECEIVED |   GRIEVANCES CLOSED |   GRIEVANCE PENDING |
|------------------------------|----------------------|---------------------|---------------------|
| Air Conditioning/Maintenance |                    1 |                   1 |                   0 |
| Baggage/Lost &Found          |                   15 |                  15 |                   0 |
| CleanLiness/Hygiene          |                   23 |                  23 |                   0 |
| Other                        |                   34 |                  34 |                   0 |
| Person With Disability       |                    2 |                   2 |                   0 |
| Retail Shops/Food &Beverage  |                   16 |                  16 |                   0 |
| Seating/Waiting Area         |                   10 |                  10 |                   0 |
| Signages/Flight Display      |                    7 |                   7 |                   0 |
| Staff/Crew Behavior          |                    0 |                   0 |                   0 |
| Taxi/Parking                 |                   33 |                  33 |                   0 |
| Trolly/Amenities/Buggy/Wifi  |                   17 |                  17 |                   0 |
| TOTAL                        |                  158 |                 158 |                   0 |

## ANNEXURE I

| BCAS                      | BCAS               | BCAS              | BCAS              |
|---------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY              | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes              | 0                  | 0                 | 0                 |
| OTHER                     | 14                 | 14                | 0                 |
| SECURITY CLEARANCES       | 0                  | 0                 | 0                 |
| SECURITY Program Approval | 0                  | 0                 | 0                 |
| TOTAL                     | 14                 | 14                | 0                 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 3                  | 3                 | 0                 |
| Departure    | 1                  | 1                 | 0                 |
| Other        | 0                  | 0                 | 0                 |
| TOTAL        | 4                  | 4                 | 0                 |

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 0                  | 0                 | 0                 |
| Engineering Training School | 0                  | 0                 | 0                 |
| EXAMINATION                 | 0                  | 0                 | 0                 |
| Flying School               | 0                  | 0                 | 0                 |
| International Airlines      | 0                  | 0                 | 0                 |
| LICENSE                     | 1                  | 1                 | 0                 |
| Manufacturer                | 0                  | 0                 | 0                 |
| MRO                         | 0                  | 0                 | 0                 |
| OTHER                       | 9                  | 9                 | 0                 |
| PERMIT &PERMISSION          | 2                  | 2                 | 0                 |

| TOTAL   | 12   | 12   | 0   |
|---------|------|------|-----|

| HELICOPTERS            | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY           | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrow Aircafted        | 1                  | 1                 | 0                 |
| Pawan Hans Helicopters | 1                  | 1                 | 0                 |
| TOTAL                  | 2                  | 2                 | 0                 |

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 11                 | 11                | 0                 |
| Departure     | 2                  | 2                 | 0                 |
| Other         | 1                  | 1                 | 0                 |
| TOTAL         | 14                 | 14                | 0                 |

| SECURITY       | SECURITY           | SECURITY          | SECURITY          |
|----------------|--------------------|-------------------|-------------------|
| SUB CATEGORY   | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate  | 0                  | 0                 | 0                 |
| Other          | 2                  | 2                 | 0                 |
| Security Check | 18                 | 18                | 0                 |
| Terminal Entry | 4                  | 4                 | 0                 |
| TOTAL          | 24                 | 24                | 0                 |

| Year wise - 2017              | Year wise - 2017              | Year wise - 2017              | Year wise - 2017              |
|-------------------------------|-------------------------------|-------------------------------|-------------------------------|
| ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS |
| SUB CATEGORY                  | GRIEVANCE RECEIVED            | GRIEVANCES CLOSED             | GRIEVANCE PENDING             |
| Baggage                       | 478                           | 478                           | 0                             |
| Check In &Boarding            | 627                           | 627                           | 0                             |
| Cleanliness                   | 22                            | 22                            | 0                             |
| Flight Delays                 | 1180                          | 1180                          | 0                             |
| Maintenance                   | 108                           | 108                           | 0                             |
| Meal                          | 196                           | 196                           | 0                             |
| Other                         | 366                           | 366                           | 0                             |
| Person With Disabilty         | 27                            | 27                            | 0                             |
| Staff/Crew Behavior           | 239                           | 239                           | 0                             |
| Ticketing Fare &Refunds       | 1150                          | 1150                          | 0                             |
| TOTAL                         | 4393                          | 4393                          | 0                             |

| ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   |
|---------------------------------|---------------------------------|---------------------------------|---------------------------------|
| SUB CATEGORY                    | GRIEVANCE RECEIVED              | GRIEVANCES CLOSED               | GRIEVANCE PENDING               |
| Air Conditioning/Maintenance    | 59                              | 59                              | 0                               |
| Baggage/Lost &Found             | 109                             | 109                             | 0                               |
| CleanLiness/Hygiene             | 208                             | 208                             | 0                               |
| Other                           | 344                             | 344                             | 0                               |
| Person With Disability          | 13                              | 13                              | 0                               |
| Retail Shops/Food &Beverage     | 196                             | 196                             | 0                               |
| Seating/Waiting Area            | 210                             | 210                             | 0                               |
| Signages/Flight Display         | 55                              | 55                              | 0                               |
| Staff/Crew Behavior             | 0                               | 0                               | 0                               |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| Taxi/Parking                |   163 |   163 |   0 |
|-----------------------------|-------|-------|-----|
| Trolly/Amenities/Buggy/Wifi |   157 |   157 |   0 |
| TOTAL                       |  1514 |  1514 |   0 |

| BCAS                      | BCAS               | BCAS              | BCAS              |
|---------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY              | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes              | 11                 | 11                | 0                 |
| OTHER                     | 13                 | 13                | 0                 |
| SECURITY CLEARANCES       | 5                  | 5                 | 0                 |
| SECURITY Program Approval | 3                  | 3                 | 0                 |
| TOTAL                     | 32                 | 32                | 0                 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 15                 | 15                | 0                 |
| Departure    | 5                  | 5                 | 0                 |
| Other        | 6                  | 6                 | 0                 |
| TOTAL        | 26                 | 26                | 0                 |

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 6                  | 6                 | 0                 |
| Engineering Training School | 5                  | 5                 | 0                 |
| EXAMINATION                 | 41                 | 41                | 0                 |
| Flying School               | 0                  | 0                 | 0                 |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| International Airlines   |   0 |   0 |   0 |
|--------------------------|-----|-----|-----|
| LICENSE                  |   8 |   8 |   0 |
| Manufacturer             |   0 |   0 |   0 |
| OTHER                    |  88 |  88 |   0 |
| PERMIT &PERMISSION       |  47 |  47 |   0 |
| TOTAL                    | 196 | 196 |   0 |

| HELICOPTERS                   | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|-------------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Aerotech Aviation India       | 3                  | 3                 | 0                 |
| Aman Aviation &Aerospace Sol. | 1                  | 1                 | 0                 |
| HAL Rotary Wing Academy       | 1                  | 1                 | 0                 |
| Heritage Aviation             | 1                  | 1                 | 0                 |
| Pawan Hans Helicopters        | 3                  | 3                 | 0                 |
| TOTAL                         | 9                  | 9                 | 0                 |

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 23                 | 23                | 0                 |
| Departure     | 57                 | 57                | 0                 |
| Other         | 1                  | 1                 | 0                 |
| TOTAL         | 81                 | 81                | 0                 |

| SECURITY       | SECURITY           | SECURITY          | SECURITY          |
|----------------|--------------------|-------------------|-------------------|
| SUB CATEGORY   | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate  | 5                  | 5                 | 0                 |
| Other          | 27                 | 27                | 0                 |
| Security Check | 139                | 139               | 0                 |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| Terminal Entry   |   42 |   42 |   0 |
|------------------|------|------|-----|
| TOTAL            |  213 |  213 |   0 |

| Year wise - 2018              | Year wise - 2018              | Year wise - 2018              | Year wise - 2018              |
|-------------------------------|-------------------------------|-------------------------------|-------------------------------|
| ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS |
| SUB CATEGORY                  | GRIEVANCE RECEIVED            | GRIEVANCES CLOSED             | GRIEVANCE PENDING             |
| Baggage                       | 344                           | 344                           | 0                             |
| Check In &Boarding            | 585                           | 585                           | 0                             |
| Cleanliness                   | 23                            | 23                            | 0                             |
| Flight Delays                 | 1515                          | 1515                          | 0                             |
| Maintenance                   | 66                            | 66                            | 0                             |
| Meal                          | 84                            | 84                            | 0                             |
| Other                         | 377                           | 377                           | 0                             |
| Person With Disabilty         | 17                            | 17                            | 0                             |
| Staff/Crew Behavior           | 235                           | 235                           | 0                             |
| Ticketing Fare &Refunds       | 852                           | 852                           | 0                             |
| TOTAL                         | 4098                          | 4098                          | 0                             |

| ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   |
|---------------------------------|---------------------------------|---------------------------------|---------------------------------|
| SUB CATEGORY                    | GRIEVANCE RECEIVED              | GRIEVANCES CLOSED               | GRIEVANCE PENDING               |
| Air Conditioning/Maintenance    | 40                              | 40                              | 0                               |
| Baggage/Lost &Found             | 94                              | 94                              | 0                               |
| CleanLiness/Hygiene             | 125                             | 125                             | 0                               |
| Other                           | 247                             | 247                             | 0                               |
| Person With Disability          | 4                               | 4                               | 0                               |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| Retail Shops/Food &Beverage   |   114 |   114 |   0 |
|-------------------------------|-------|-------|-----|
| Seating/Waiting Area          |   153 |   153 |   0 |
| Signages/Flight Display       |    39 |    39 |   0 |
| Staff/Crew Behavior           |     5 |     5 |   0 |
| Taxi/Parking                  |    86 |    86 |   0 |
| Trolly/Amenities/Buggy/Wifi   |    72 |    72 |   0 |
| TOTAL                         |   979 |   979 |   0 |

| BCAS                      | BCAS               | BCAS              | BCAS              |
|---------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY              | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes              | 0                  | 0                 | 0                 |
| OTHER                     | 11                 | 11                | 0                 |
| SECURITY CLEARANCES       | 2                  | 2                 | 0                 |
| SECURITY Program Approval | 0                  | 0                 | 0                 |
| TOTAL                     | 13                 | 13                | 0                 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 9                  | 9                 | 0                 |
| Departure    | 3                  | 3                 | 0                 |
| Other        | 8                  | 8                 | 0                 |
| TOTAL        | 20                 | 20                | 0                 |

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 3                  | 3                 | 0                 |
| Engineering Training School | 3                  | 3                 | 0                 |

| EXAMINATION            |   4 |   4 |   0 |
|------------------------|-----|-----|-----|
| Flying School          |   1 |   1 |   0 |
| International Airlines |   0 |   0 |   0 |
| LICENSE                |   3 |   3 |   0 |
| Manufacturer           |   0 |   0 |   0 |
| MRO                    |   3 |   3 |   0 |
| OTHER                  |  58 |  58 |   0 |
| PERMIT &PERMISSION     |  15 |  15 |   0 |
| TOTAL                  |  90 |  90 |   0 |

| HELICOPTERS              | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|--------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY             | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Aerotech Aviation India  | 1                  | 1                 | 0                 |
| Air Charter Services     | 1                  | 1                 | 0                 |
| Airmid Aviation Services | 1                  | 1                 | 0                 |
| Himalayan Heli Services  | 2                  | 2                 | 0                 |
| Pawan Hans Helicopters   | 3                  | 3                 | 0                 |
| TOTAL                    | 8                  | 8                 | 0                 |

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 13                 | 13                | 0                 |
| Departure     | 22                 | 22                | 0                 |
| Other         | 3                  | 3                 | 0                 |
| TOTAL         | 38                 | 38                | 0                 |

| SECURITY      | SECURITY           | SECURITY          | SECURITY          |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate | 3                  | 3                 | 0                 |
| Other         | 13                 | 13                | 0                 |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| Security Check   |   64 |   64 |   0 |
|------------------|------|------|-----|
| Terminal Entry   |   22 |   22 |   0 |
| TOTAL            |  102 |  102 |   0 |

## Year wise - 2019

## ALL AIRLINES CATEGORY REPORTS

| SUB CATEGORY            |   GRIEVANCE RECEIVED |   GRIEVANCES CLOSED |   GRIEVANCE PENDING |
|-------------------------|----------------------|---------------------|---------------------|
| Baggage                 |                 1104 |                1104 |                   0 |
| Check In &Boarding      |                 1236 |                1236 |                   0 |
| Cleanliness             |                   29 |                  29 |                   0 |
| Flight Delays           |                 3080 |                3080 |                   0 |
| Maintenance             |                  115 |                 115 |                   0 |
| Meal                    |                  204 |                 204 |                   0 |
| Other                   |                 1165 |                1165 |                   0 |
| Person With Disabilty   |                   58 |                  58 |                   0 |
| Staff/Crew Behavior     |                  370 |                 370 |                   0 |
| Ticketing Fare &Refunds |                 3691 |                3691 |                   0 |
| TOTAL                   |                11052 |               11052 |                   0 |

| ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   |
|---------------------------------|---------------------------------|---------------------------------|---------------------------------|
| SUB CATEGORY                    | GRIEVANCE RECEIVED              | GRIEVANCES CLOSED               | GRIEVANCE PENDING               |
| Air Conditioning/Maintenance    | 55                              | 55                              | 0                               |
| Baggage/Lost &Found             | 265                             | 265                             | 0                               |
| CleanLiness/Hygiene             | 97                              | 97                              | 0                               |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| Other                       |   337 |   337 |   0 |
|-----------------------------|-------|-------|-----|
| Person With Disability      |    13 |    13 |   0 |
| Retail Shops/Food &Beverage |    95 |    95 |   0 |
| Seating/Waiting Area        |    86 |    86 |   0 |
| Signages/Flight Display     |    45 |    45 |   0 |
| Staff/Crew Behavior         |   105 |   105 |   0 |
| Taxi/Parking                |   183 |   183 |   0 |
| Trolly/Amenities/Buggy/Wifi |    53 |    53 |   0 |
| TOTAL                       |  1334 |  1334 |   0 |

| BCAS                      | BCAS               | BCAS              | BCAS              |
|---------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY              | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes              | 0                  | 0                 | 0                 |
| OTHER                     | 15                 | 15                | 0                 |
| SECURITY CLEARANCES       | 3                  | 3                 | 0                 |
| SECURITY Program Approval | 1                  | 1                 | 0                 |
| TOTAL                     | 19                 | 19                | 0                 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 31                 | 31                | 0                 |
| Departure    | 7                  | 7                 | 0                 |
| Other        | 12                 | 12                | 0                 |
| TOTAL        | 50                 | 50                | 0                 |

| DGCA          | DGCA               | DGCA              | DGCA              |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines | 10                 | 10                | 0                 |

| Engineering Training School   |   0 |   0 |   0 |
|-------------------------------|-----|-----|-----|
| EXAMINATION                   |   3 |   3 |   0 |
| Flying School                 |   0 |   0 |   0 |
| International Airlines        |   0 |   0 |   0 |
| LICENSE                       |   2 |   2 |   0 |
| Manufacturer                  |   0 |   0 |   0 |
| MRO                           |   0 |   0 |   0 |
| OTHER                         | 180 | 180 |   0 |
| PERMIT &PERMISSION            |  12 |  12 |   0 |
| TOTAL                         | 207 | 207 |   0 |

| HELICOPTERS             | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|-------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY            | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Bharat Hotels Ltd       | 1                  | 1                 | 0                 |
| Heritage Aviation       | 1                  | 1                 | 0                 |
| Himalayan Heli Services | 6                  | 6                 | 0                 |
| Pawan Hans Helicopters  | 2                  | 2                 | 0                 |
| Thumby Aviation         | 1                  | 1                 | 0                 |
| TOTAL                   | 11                 | 11                | 0                 |

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 15                 | 15                | 0                 |
| Departure     | 18                 | 18                | 0                 |
| Other         | 6                  | 6                 | 0                 |
| TOTAL         | 39                 | 39                | 0                 |

| SECURITY       | SECURITY           | SECURITY          | SECURITY          |
|----------------|--------------------|-------------------|-------------------|
| SUB CATEGORY   | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate  | 5                  | 5                 | 0                 |
| Other          | 40                 | 40                | 0                 |
| Security Check | 184                | 184               | 0                 |
| Terminal Entry | 22                 | 22                | 0                 |
| TOTAL          | 251                | 251               | 0                 |

| Year wise - 2020              | Year wise - 2020              | Year wise - 2020              | Year wise - 2020              |
|-------------------------------|-------------------------------|-------------------------------|-------------------------------|
| ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS |
| SUB CATEGORY                  | GRIEVANCE RECEIVED            | GRIEVANCES CLOSED             | GRIEVANCE PENDING             |
| Baggage                       | 414                           | 414                           | 0                             |
| Check In &Boarding            | 608                           | 608                           | 0                             |
| Cleanliness                   | 12                            | 12                            | 0                             |
| Flight Delays                 | 813                           | 813                           | 0                             |
| Maintenance                   | 25                            | 25                            | 0                             |
| Meal                          | 62                            | 62                            | 0                             |
| Other                         | 1336                          | 1336                          | 0                             |
| Person With Disabilty         | 27                            | 27                            | 0                             |
| Staff/Crew Behavior           | 140                           | 140                           | 0                             |
| Ticketing Fare &Refunds       | 15210                         | 15210                         | 0                             |
| TOTAL                         | 18647                         | 18647                         | 0                             |

## ALL AIRPORTS CATEGORY REPORTS

SUB CATEGORY

GRIEVANCE

GRIEVANCES

GRIEVANCE

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

|                              |   RECEIVED |   CLOSED |   PENDING |
|------------------------------|------------|----------|-----------|
| Air Conditioning/Maintenance |          7 |        7 |         0 |
| Baggage/Lost &Found          |        124 |      124 |         0 |
| CleanLiness/Hygiene          |         51 |       51 |         0 |
| Other                        |        187 |      187 |         0 |
| Person With Disability       |          6 |        6 |         0 |
| Retail Shops/Food &Beverage  |         25 |       25 |         0 |
| Seating/Waiting Area         |         30 |       30 |         0 |
| Signages/Flight Display      |         12 |       12 |         0 |
| Staff/Crew Behavior          |         60 |       60 |         0 |
| Taxi/Parking                 |         73 |       73 |         0 |
| Trolly/Amenities/Buggy/Wifi  |         20 |       20 |         0 |
| TOTAL                        |        595 |      595 |         0 |

| BCAS                      | BCAS               | BCAS              | BCAS              |
|---------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY              | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes              | 0                  | 0                 | 0                 |
| OTHER                     | 32                 | 32                | 0                 |
| SECURITY CLEARANCES       | 3                  | 3                 | 0                 |
| SECURITY Program Approval | 0                  | 0                 | 0                 |
| TOTAL                     | 35                 | 35                | 0                 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 6                  | 6                 | 0                 |
| Departure    | 3                  | 3                 | 0                 |
| Other        | 17                 | 17                | 0                 |
| TOTAL        | 26                 | 26                | 0                 |

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 15                 | 15                | 0                 |
| Engineering Training School | 0                  | 0                 | 0                 |
| EXAMINATION                 | 8                  | 8                 | 0                 |
| Flying School               | 0                  | 0                 | 0                 |
| International Airlines      | 0                  | 0                 | 0                 |
| LICENSE                     | 1                  | 1                 | 0                 |
| Manufacturer                | 0                  | 0                 | 0                 |
| MRO                         | 0                  | 0                 | 0                 |
| OTHER                       | 481                | 481               | 0                 |
| PERMIT &PERMISSION          | 44                 | 44                | 0                 |
| TOTAL                       | 549                | 549               | 0                 |

| HELICOPTERS             | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|-------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY            | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Himalayan Heli Services | 1                  | 1                 | 0                 |
| TOTAL                   | 1                  | 1                 | 0                 |

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 14                 | 14                | 0                 |
| Departure     | 20                 | 20                | 0                 |
| Other         | 19                 | 19                | 0                 |
| TOTAL         | 53                 | 53                | 0                 |

| SECURITY     | SECURITY   | SECURITY   | SECURITY   |
|--------------|------------|------------|------------|
| SUB CATEGORY | GRIEVANCE  | GRIEVANCES | GRIEVANCE  |

|                |   RECEIVED |   CLOSED |   PENDING |
|----------------|------------|----------|-----------|
| Boarding Gate  |          3 |        3 |         0 |
| Other          |         18 |       18 |         0 |
| Security Check |         76 |       76 |         0 |
| Terminal Entry |         11 |       11 |         0 |
| TOTAL          |        108 |      108 |         0 |

| Year wise - 2021              | Year wise - 2021              | Year wise - 2021              | Year wise - 2021              |
|-------------------------------|-------------------------------|-------------------------------|-------------------------------|
| ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS |
| SUB CATEGORY                  | GRIEVANCE RECEIVED            | GRIEVANCES CLOSED             | GRIEVANCE PENDING             |
| Baggage                       | 447                           | 447                           | 0                             |
| Check In &Boarding            | 632                           | 632                           | 0                             |
| Cleanliness                   | 11                            | 11                            | 0                             |
| Flight Delays                 | 498                           | 498                           | 0                             |
| Maintenance                   | 13                            | 13                            | 0                             |
| Meal                          | 35                            | 35                            | 0                             |
| Other                         | 771                           | 771                           | 0                             |
| Person With Disabilty         | 17                            | 17                            | 0                             |
| Staff/Crew Behavior           | 119                           | 119                           | 0                             |
| Ticketing Fare &Refunds       | 10317                         | 10317                         | 0                             |
| TOTAL                         | 12860                         | 12860                         | 0                             |

| ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   |
|---------------------------------|---------------------------------|---------------------------------|---------------------------------|
| SUB CATEGORY                    | GRIEVANCE RECEIVED              | GRIEVANCES CLOSED               | GRIEVANCE PENDING               |
| Air Conditioning/Maintenance    | 13                              | 13                              | 0                               |
| Baggage/Lost &Found             | 93                              | 93                              | 0                               |
| CleanLiness/Hygiene             | 36                              | 36                              | 0                               |
| Other                           | 237                             | 237                             | 0                               |
| Person With Disability          | 13                              | 13                              | 0                               |
| Retail Shops/Food &Beverage     | 19                              | 19                              | 0                               |
| Seating/Waiting Area            | 31                              | 31                              | 0                               |
| Signages/Flight Display         | 10                              | 10                              | 0                               |
| Staff/Crew Behavior             | 57                              | 57                              | 0                               |
| Taxi/Parking                    | 80                              | 80                              | 0                               |
| Trolly/Amenities/Buggy/Wifi     | 20                              | 20                              | 0                               |
| TOTAL                           | 609                             | 609                             | 0                               |

| BCAS                      | BCAS               | BCAS              | BCAS              |
|---------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY              | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes              | 4                  | 4                 | 0                 |
| OTHER                     | 20                 | 20                | 0                 |
| SECURITY CLEARANCES       | 1                  | 1                 | 0                 |
| SECURITY Program Approval | 1                  | 1                 | 0                 |
| TOTAL                     | 26                 | 26                | 0                 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 12                 | 12                | 0                 |
| Departure    | 4                  | 4                 | 0                 |
| Other        | 19                 | 19                | 0                 |

| TOTAL   | 35   | 35   | 0   |
|---------|------|------|-----|

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 4                  | 4                 | 0                 |
| Engineering Training School | 0                  | 0                 | 0                 |
| EXAMINATION                 | 3                  | 3                 | 0                 |
| Flying School               | 0                  | 0                 | 0                 |
| International Airlines      | 0                  | 0                 | 0                 |
| LICENSE                     | 2                  | 2                 | 0                 |
| Manufacturer                | 1                  | 1                 | 0                 |
| MRO                         | 0                  | 0                 | 0                 |
| OTHER                       | 174                | 174               | 0                 |
| PERMIT &PERMISSION          | 19                 | 19                | 0                 |
| TOTAL                       | 203                | 203               | 0                 |

| HELICOPTERS          | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|----------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY         | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Charter Services | 1                  | 1                 | 0                 |
| TOTAL                | 1                  | 1                 | 0                 |

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 10                 | 10                | 0                 |
| Departure     | 11                 | 11                | 0                 |

| Other   |   5 |   5 |   0 |
|---------|-----|-----|-----|
| TOTAL   |  26 |  26 |   0 |

| SECURITY       | SECURITY           | SECURITY          | SECURITY          |
|----------------|--------------------|-------------------|-------------------|
| SUB CATEGORY   | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate  | 4                  | 4                 | 0                 |
| Other          | 17                 | 17                | 0                 |
| Security Check | 84                 | 84                | 0                 |
| Terminal Entry | 9                  | 9                 | 0                 |
| TOTAL          | 114                | 114               | 0                 |

| Year wise - 2022              | Year wise - 2022              | Year wise - 2022              | Year wise - 2022              |
|-------------------------------|-------------------------------|-------------------------------|-------------------------------|
| ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS |
| SUB CATEGORY                  | GRIEVANCE RECEIVED            | GRIEVANCES CLOSED             | GRIEVANCE PENDING             |
| Baggage                       | 1102                          | 1102                          | 0                             |
| Check In &Boarding            | 980                           | 980                           | 0                             |
| Cleanliness                   | 31                            | 31                            | 0                             |
| Flight Delays                 | 1142                          | 1142                          | 0                             |
| Maintenance                   | 97                            | 97                            | 0                             |
| Meal                          | 169                           | 169                           | 0                             |
| Other                         | 685                           | 685                           | 0                             |
| Person With Disabilty         | 51                            | 51                            | 0                             |
| Staff/Crew Behavior           | 264                           | 264                           | 0                             |
| Ticketing Fare &Refunds       | 4057                          | 4057                          | 0                             |
| TOTAL                         | 8578                          | 8578                          | 0                             |

| ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   |
|---------------------------------|---------------------------------|---------------------------------|---------------------------------|
| SUB CATEGORY                    | GRIEVANCE RECEIVED              | GRIEVANCES CLOSED               | GRIEVANCE PENDING               |
| Air Conditioning/Maintenance    | 37                              | 37                              | 0                               |
| Baggage/Lost &Found             | 148                             | 148                             | 0                               |
| CleanLiness/Hygiene             | 39                              | 39                              | 0                               |
| Other                           | 156                             | 156                             | 0                               |
| Person With Disability          | 9                               | 9                               | 0                               |
| Retail Shops/Food &Beverage     | 53                              | 53                              | 0                               |
| Seating/Waiting Area            | 36                              | 36                              | 0                               |
| Signages/Flight Display         | 16                              | 16                              | 0                               |
| Staff/Crew Behavior             | 56                              | 56                              | 0                               |
| Taxi/Parking                    | 90                              | 90                              | 0                               |
| Trolly/Amenities/Buggy/Wifi     | 29                              | 29                              | 0                               |
| TOTAL                           | 669                             | 669                             | 0                               |

| BCAS                      | BCAS               | BCAS              | BCAS              |
|---------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY              | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes              | 1                  | 1                 | 0                 |
| OTHER                     | 8                  | 8                 | 0                 |
| SECURITY CLEARANCES       | 7                  | 7                 | 0                 |
| SECURITY Program Approval | 0                  | 0                 | 0                 |
| TOTAL                     | 16                 | 16                | 0                 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |

| Arrival   |   20 |   20 |   0 |
|-----------|------|------|-----|
| Departure |    9 |    9 |   0 |
| Other     |   12 |   12 |   0 |
| TOTAL     |   41 |   41 |   0 |

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 7                  | 7                 | 0                 |
| Engineering Training School | 0                  | 0                 | 0                 |
| EXAMINATION                 | 0                  | 0                 | 0                 |
| Flying School               | 0                  | 0                 | 0                 |
| International Airlines      | 0                  | 0                 | 0                 |
| LICENSE                     | 0                  | 0                 | 0                 |
| Manufacturer                | 1                  | 1                 | 0                 |
| MRO                         | 0                  | 0                 | 0                 |
| OTHER                       | 93                 | 93                | 0                 |
| PERMIT &PERMISSION          | 4                  | 4                 | 0                 |
| TOTAL                       | 105                | 105               | 0                 |

| HELICOPTERS                  | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|------------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                 | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Aman Aviation &Aerospace Sol | 1                  | 1                 | 0                 |
| Aryan Aviation               | 1                  | 1                 | 0                 |
| Pawan Hans Helicopters       | 2                  | 2                 | 0                 |
| TOTAL                        | 4                  | 4                 | 0                 |

## IMMIGRATION

SUB CATEGORY

GRIEVANCE RECEIVED

GRIEVANCES CLOSED

GRIEVANCE PENDING

| Arrival   |   15 |   15 |   0 |
|-----------|------|------|-----|
| Departure |   15 |   15 |   0 |
| Other     |    2 |    2 |   0 |
| TOTAL     |   32 |   32 |   0 |

| SECURITY       | SECURITY           | SECURITY          | SECURITY          |
|----------------|--------------------|-------------------|-------------------|
| SUB CATEGORY   | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate  | 5                  | 5                 | 0                 |
| Other          | 27                 | 27                | 0                 |
| Security Check | 111                | 111               | 0                 |
| Terminal Entry | 21                 | 21                | 0                 |
| TOTAL          | 164                | 164               | 0                 |

| Year wise - 2023              | Year wise - 2023              | Year wise - 2023              | Year wise - 2023              |
|-------------------------------|-------------------------------|-------------------------------|-------------------------------|
| ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS | ALL AIRLINES CATEGORY REPORTS |
| SUB CATEGORY                  | GRIEVANCE RECEIVED            | GRIEVANCES CLOSED             | GRIEVANCE PENDING             |
| Baggage                       | 1756                          | 1756                          | 0                             |
| Check In &Boarding            | 1510                          | 1510                          | 0                             |
| Cleanliness                   | 38                            | 38                            | 0                             |
| Flight Delays                 | 2544                          | 2544                          | 0                             |
| Maintenance                   | 159                           | 159                           | 0                             |
| Meal                          | 249                           | 249                           | 0                             |
| Other                         | 1045                          | 1045                          | 0                             |
| Person With Disabilty         | 99                            | 99                            | 0                             |
| Staff/Crew Behavior           | 421                           | 421                           | 0                             |
| Ticketing Fare &Refunds       | 4836                          | 4836                          | 0                             |

| TOTAL   | 12657   | 12657   | 0   |
|---------|---------|---------|-----|

| ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   |
|---------------------------------|---------------------------------|---------------------------------|---------------------------------|
| SUB CATEGORY                    | GRIEVANCE RECEIVED              | GRIEVANCES CLOSED               | GRIEVANCE PENDING               |
| Air Conditioning/Maintenance    | 50                              | 50                              | 0                               |
| Baggage/Lost &Found             | 206                             | 206                             | 0                               |
| CleanLiness/Hygiene             | 48                              | 48                              | 0                               |
| Other                           | 279                             | 279                             | 0                               |
| Person With Disability          | 18                              | 18                              | 0                               |
| Retail Shops/Food &Beverage     | 64                              | 64                              | 0                               |
| Seating/Waiting Area            | 56                              | 56                              | 0                               |
| Signages/Flight Display         | 17                              | 17                              | 0                               |
| Staff/Crew Behavior             | 100                             | 100                             | 0                               |
| Taxi/Parking                    | 105                             | 105                             | 0                               |
| Trolly/Amenities/Buggy/Wifi     | 44                              | 44                              | 0                               |
| TOTAL                           | 987                             | 987                             | 0                               |

| BCAS                      | BCAS               | BCAS              | BCAS              |
|---------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY              | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes              | 0                  | 0                 | 0                 |
| OTHER                     | 14                 | 14                | 0                 |
| SECURITY CLEARANCES       | 10                 | 10                | 0                 |
| SECURITY Program Approval | 1                  | 1                 | 0                 |
| TOTAL                     | 25                 | 25                | 0                 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 17                 | 17                | 0                 |
| Departure    | 9                  | 9                 | 0                 |
| Other        | 8                  | 8                 | 0                 |
| TOTAL        | 34                 | 34                | 0                 |

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 8                  | 8                 | 0                 |
| Engineering Training School | 0                  | 0                 | 0                 |
| EXAMINATION                 | 2                  | 2                 | 0                 |
| Flying School               | 0                  | 0                 | 0                 |
| International Airlines      | 0                  | 0                 | 0                 |
| LICENSE                     | 1                  | 1                 | 0                 |
| Manufacturer                | 0                  | 0                 | 0                 |
| MRO                         | 0                  | 0                 | 0                 |
| OTHER                       | 130                | 130               | 0                 |
| PERMIT &PERMISSION          | 15                 | 15                | 0                 |
| TOTAL                       | 156                | 156               | 0                 |

| HELICOPTERS             | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|-------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY            | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Himalayan Heli Services | 1                  | 1                 | 0                 |
| Thumby Aviation         | 2                  | 2                 | 0                 |
| Trans Bharat Aviation   | 1                  | 1                 | 0                 |
| TOTAL                   | 4                  | 4                 | 0                 |

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 12                 | 12                | 0                 |
| Departure     | 19                 | 19                | 0                 |
| Other         | 7                  | 7                 | 0                 |
| TOTAL         | 38                 | 38                | 0                 |

| SECURITY       | SECURITY           | SECURITY          | SECURITY          |
|----------------|--------------------|-------------------|-------------------|
| SUB CATEGORY   | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate  | 4                  | 4                 | 0                 |
| Other          | 35                 | 35                | 0                 |
| Security Check | 146                | 146               | 0                 |
| Terminal Entry | 28                 | 28                | 0                 |
| TOTAL          | 213                | 213               | 0                 |

| Year wise - 2024 CATEGORY         | Year wise - 2024 CATEGORY   | Year wise - 2024 CATEGORY   | Year wise - 2024 CATEGORY   |
|-----------------------------------|-----------------------------|-----------------------------|-----------------------------|
| ALL AIRLINES REPORTS SUB CATEGORY | GRIEVANCE RECEIVED          | GRIEVANCES CLOSED           | GRIEVANCE PENDING           |
| Baggage                           | 3043                        | 3043                        | 0                           |
| Check In &Boarding                | 1969                        | 1969                        | 0                           |
| Cleanliness                       | 60                          | 60                          | 0                           |
| Flight Delays                     | 4590                        | 4590                        | 0                           |
| Maintenance                       | 235                         | 235                         | 0                           |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| Meal                    |   245 |   245 |   0 |
|-------------------------|-------|-------|-----|
| Other                   |  1536 |  1536 |   0 |
| Person With Disabilty   |    80 |    80 |   0 |
| Staff/Crew Behavior     |   501 |   501 |   0 |
| Ticketing Fare &Refunds |  5369 |  5369 |   0 |
| TOTAL                   | 17628 | 17628 |   0 |

| ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   |
|---------------------------------|---------------------------------|---------------------------------|---------------------------------|
| SUB CATEGORY                    | GRIEVANCE RECEIVED              | GRIEVANCES CLOSED               | GRIEVANCE PENDING               |
| Air Conditioning/Maintenance    | 39                              | 39                              | 0                               |
| Baggage/Lost &Found             | 249                             | 249                             | 0                               |
| CleanLiness/Hygiene             | 86                              | 86                              | 0                               |
| Other                           | 228                             | 228                             | 0                               |
| Person With Disability          | 27                              | 27                              | 0                               |
| Retail Shops/Food &Beverage     | 67                              | 67                              | 0                               |
| Seating/Waiting Area            | 76                              | 76                              | 0                               |
| Signages/Flight Display         | 30                              | 30                              | 0                               |
| Staff/Crew Behavior             | 120                             | 120                             | 0                               |
| Taxi/Parking                    | 160                             | 160                             | 0                               |
| Trolly/Amenities/Buggy/Wifi     | 42                              | 42                              | 0                               |
| TOTAL                           | 1124                            | 1124                            | 0                               |

| BCAS                      | BCAS               | BCAS              | BCAS              |
|---------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY              | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes              | 1                  | 1                 | 0                 |
| OTHER                     | 14                 | 14                | 0                 |
| SECURITY CLEARANCES       | 6                  | 6                 | 0                 |
| SECURITY Program Approval | 0                  | 0                 | 0                 |
| TOTAL                     | 21                 | 21                | 0                 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 18                 | 18                | 0                 |
| Departure    | 9                  | 9                 | 0                 |
| Other        | 10                 | 10                | 0                 |
| TOTAL        | 37                 | 37                | 0                 |

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 16                 | 16                | 0                 |
| Engineering Training School | 0                  | 0                 | 0                 |
| EXAMINATION                 | 4                  | 4                 | 0                 |
| Flying School               | 0                  | 0                 | 0                 |
| International Airlines      | 0                  | 0                 | 0                 |
| LICENSE                     | 2                  | 2                 | 0                 |
| Manufacturer                | 1                  | 1                 | 0                 |
| MRO                         | 0                  | 0                 | 0                 |
| OTHER                       | 192                | 192               | 0                 |
| PERMIT &PERMISSION          | 9                  | 9                 | 0                 |
| TOTAL                       | 224                | 224               | 0                 |

| HELICOPTERS            | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY           | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Global Vectra Helicorp | 3                  | 3                 | 0                 |
| Pawan Hans Helicopters | 1                  | 1                 | 0                 |
| Thumby Aviation        | 1                  | 1                 | 0                 |

| TOTAL   | 5   | 5   |
|---------|-----|-----|

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 8                  | 8                 | 0                 |
| Departure     | 20                 | 20                | 0                 |
| Other         | 4                  | 4                 | 0                 |
| TOTAL         | 32                 | 32                | 0                 |

| SECURITY       | SECURITY           | SECURITY          | SECURITY          |
|----------------|--------------------|-------------------|-------------------|
| SUB CATEGORY   | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate  | 11                 | 11                | 0                 |
| Other          | 15                 | 15                | 0                 |
| Security Check | 128                | 128               | 0                 |
| Terminal Entry | 27                 | 27                | 0                 |
| TOTAL          | 181                | 181               | 0                 |

| Year wise - 2025   | Year wise - 2025   | Year wise - 2025   | Year wise - 2025   |
|--------------------|--------------------|--------------------|--------------------|
| SUB CATEGORY       | GRIEVANCE RECEIVED | GRIEVANCES CLOSED  | GRIEVANCE PENDING  |
| Air Fare           | 383                | 382                | 1                  |
| Baggage            | 3596               | 3595               | 1                  |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| Check In &Boarding      |   1859 |   1859 |   0 |
|-------------------------|--------|--------|-----|
| Cleanliness             |     35 |     35 |   0 |
| Flight Delays           |   6335 |   6335 |   0 |
| Maintenance             |    187 |    187 |   0 |
| Meal                    |    230 |    230 |   0 |
| Other                   |   3017 |   3015 |   2 |
| Person With Disabilty   |    113 |    113 |   0 |
| Staff/Crew Behavior     |    546 |    546 |   0 |
| Ticketing Fare &Refunds |  10804 |  10800 |   4 |
| TOTAL                   |  27105 |  27097 |   8 |

| ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   |
|---------------------------------|---------------------------------|---------------------------------|---------------------------------|
| SUB CATEGORY                    | GRIEVANCE RECEIVED              | GRIEVANCES CLOSED               | GRIEVANCE PENDING               |
| Air Conditioning/Maintenance    | 25                              | 25                              | 0                               |
| Baggage/Lost &Found             | 327                             | 327                             | 0                               |
| CleanLiness/Hygiene             | 56                              | 56                              | 0                               |
| Other                           | 235                             | 235                             | 0                               |
| Person With Disability          | 22                              | 22                              | 0                               |
| Retail Shops/Food &Beverage     | 54                              | 53                              | 1                               |
| Seating/Waiting Area            | 48                              | 48                              | 0                               |
| Signages/Flight Display         | 17                              | 17                              | 0                               |
| Staff/Crew Behavior             | 109                             | 109                             | 0                               |
| Taxi/Parking                    | 121                             | 121                             | 0                               |
| Trolly/Amenities/Buggy/Wifi     | 36                              | 36                              | 0                               |
| TOTAL                           | 1050                            | 1049                            | 1                               |

| BCAS         | BCAS               | BCAS              | BCAS              |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| ENTRY Passes | 1                  | 1                 | 0                 |
| OTHER        | 38                 | 38                | 0                 |

| SECURITY CLEARANCES       |   4 |   4 |   0 |
|---------------------------|-----|-----|-----|
| SECURITY Program Approval |   1 |   1 |   0 |
| TOTAL                     |  44 |  44 |   0 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 19                 | 19                | 0                 |
| Departure    | 19                 | 18                | 1                 |
| Other        | 25                 | 24                | 1                 |
| TOTAL        | 63                 | 61                | 2                 |

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 10                 | 10                | 0                 |
| Engineering Training School | 0                  | 0                 | 0                 |
| EXAMINATION                 | 0                  | 0                 | 0                 |
| Flying School               | 1                  | 1                 | 0                 |
| International Airlines      | 112                | 107               | 5                 |
| LICENSE                     | 1                  | 1                 | 0                 |
| Manufacturer                | 0                  | 0                 | 0                 |
| MRO                         | 2                  | 2                 | 0                 |
| OTHER                       | 354                | 354               | 0                 |
| PERMIT &PERMISSION          | 23                 | 23                | 0                 |
| TOTAL                       | 503                | 498               | 5                 |

| HELICOPTERS   | HELICOPTERS        | HELICOPTERS       | HELICOPTERS       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| Himalayan Heli Services   |   1 |   1 |   0 |
|---------------------------|-----|-----|-----|
| Air Charter Services      |   1 |   0 |   1 |
| Pawan Hans Helicopters    |   3 |   3 |   0 |
| TOTAL                     |   5 |   4 |   1 |

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 13                 | 13                | 0                 |
| Departure     | 40                 | 40                | 0                 |
| Other         | 6                  | 6                 | 0                 |
| TOTAL         | 59                 | 59                | 0                 |

| SECURITY       | SECURITY           | SECURITY          | SECURITY          |
|----------------|--------------------|-------------------|-------------------|
| SUB CATEGORY   | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate  | 13                 | 13                | 0                 |
| Other          | 34                 | 34                | 0                 |
| Security Check | 105                | 105               | 0                 |
| Terminal Entry | 13                 | 13                | 0                 |
| TOTAL          | 165                | 165               | 0                 |

Year wise - 2026 Till 28-02-2026

## ALL AIRLINES CATEGORY REPORTS

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| SUB CATEGORY            |   GRIEVANCE RECEIVED |   GRIEVANCES CLOSED |   GRIEVANCE PENDING |
|-------------------------|----------------------|---------------------|---------------------|
| Air Fare                |                  114 |                 110 |                   4 |
| Baggage                 |                 2084 |                2041 |                  43 |
| Check In &Boarding      |                  817 |                 803 |                  14 |
| Cleanliness             |                   14 |                  14 |                   0 |
| Flight Delays           |                 2927 |                2915 |                  12 |
| Maintenance             |                   85 |                  85 |                   0 |
| Meal                    |                   94 |                  94 |                   0 |
| Other                   |                 1567 |                1551 |                  16 |
| Person With Disabilty   |                   36 |                  36 |                   0 |
| Staff/Crew Behavior     |                  182 |                 175 |                   7 |
| Ticketing Fare &Refunds |                 6180 |                6117 |                  63 |
| TOTAL                   |                14100 |               13941 |                 159 |

| ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   | ALL AIRPORTS CATEGORY REPORTS   |
|---------------------------------|---------------------------------|---------------------------------|---------------------------------|
| SUB CATEGORY                    | GRIEVANCE RECEIVED              | GRIEVANCES CLOSED               | GRIEVANCE PENDING               |
| Air Conditioning/Maintenance    | 1                               | 1                               | 0                               |
| Baggage/Lost &Found             | 204                             | 195                             | 9                               |
| CleanLiness/Hygiene             | 22                              | 22                              | 0                               |
| Other                           | 91                              | 84                              | 7                               |
| Person With Disability          | 6                               | 6                               | 0                               |
| Retail Shops/Food &Beverage     | 24                              | 21                              | 3                               |
| Seating/Waiting Area            | 17                              | 17                              | 0                               |
| Signages/Flight Display         | 10                              | 9                               | 1                               |
| Staff/Crew Behavior             | 47                              | 45                              | 2                               |
| Taxi/Parking                    | 27                              | 24                              | 3                               |
| Trolly/Amenities/Buggy/Wifi     | 17                              | 15                              | 2                               |
| TOTAL                           | 466                             | 439                             | 27                              |

| BCAS   |
|--------|

| SUB CATEGORY              |   GRIEVANCE RECEIVED |   GRIEVANCES CLOSED |   GRIEVANCE PENDING |
|---------------------------|----------------------|---------------------|---------------------|
| ENTRY Passes              |                    1 |                   1 |                   0 |
| OTHER                     |                   23 |                  21 |                   2 |
| SECURITY CLEARANCES       |                    6 |                   5 |                   1 |
| SECURITY Program Approval |                    0 |                   0 |                   0 |
| TOTAL                     |                   30 |                  27 |                   3 |

| CUSTOMS      | CUSTOMS            | CUSTOMS           | CUSTOMS           |
|--------------|--------------------|-------------------|-------------------|
| SUB CATEGORY | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival      | 7                  | 7                 | 0                 |
| Departure    | 2                  | 0                 | 2                 |
| Other        | 3                  | 3                 | 0                 |
| TOTAL        | 12                 | 10                | 2                 |

| DGCA                        | DGCA               | DGCA              | DGCA              |
|-----------------------------|--------------------|-------------------|-------------------|
| SUB CATEGORY                | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Air Worthines               | 8                  | 6                 | 2                 |
| Engineering Training School | 0                  | 0                 | 0                 |
| EXAMINATION                 | 4                  | 3                 | 1                 |
| Flying School               | 0                  | 0                 | 0                 |
| International Airlines      | 56                 | 52                | 4                 |
| LICENSE                     | 2                  | 2                 | 0                 |
| Manufacturer                | 0                  | 0                 | 0                 |
| MRO                         | 0                  | 0                 | 0                 |
| OTHER                       | 145                | 125               | 20                |
| PERMIT &PERMISSION          | 8                  | 7                 | 1                 |
| TOTAL                       | 223                | 195               | 28                |

| HELICOPTERS   |
|---------------|

| SUB CATEGORY      |   GRIEVANCE RECEIVED |   GRIEVANCES CLOSED |   GRIEVANCE PENDING |
|-------------------|----------------------|---------------------|---------------------|
| Heritage Aviation |                    1 |                   0 |                   1 |
| Thumby Aviation   |                    1 |                   1 |                   0 |
| TOTAL             |                    2 |                   1 |                   1 |

| IMMIGRATION   | IMMIGRATION        | IMMIGRATION       | IMMIGRATION       |
|---------------|--------------------|-------------------|-------------------|
| SUB CATEGORY  | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Arrival       | 3                  | 3                 | 0                 |
| Departure     | 23                 | 21                | 2                 |
| Other         | 3                  | 2                 | 1                 |
| TOTAL         | 29                 | 26                | 3                 |

| SECURITY       | SECURITY           | SECURITY          | SECURITY          |
|----------------|--------------------|-------------------|-------------------|
| SUB CATEGORY   | GRIEVANCE RECEIVED | GRIEVANCES CLOSED | GRIEVANCE PENDING |
| Boarding Gate  | 6                  | 5                 | 1                 |
| Other          | 25                 | 22                | 3                 |
| Security Check | 59                 | 46                | 13                |
| Terminal Entry | 4                  | 4                 | 0                 |
| TOTAL          | 94                 | 77                | 17                |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

## 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        |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

| 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  |

## ANNEXURE III

## The number of baggage related complaints received against airlines since the launch of AirSewa Portal, Year Wise and Airlines Wise Details. From 25/11/2016 to 28/02/2026

| S.No.   | Airlines                       |   2016 |   2017 |   2018 |   2019 |   2020 |   2021 |   2022 |   2023 |   2024 |   2025 | From 01/01/2026 to 28/02/2026   | From 01/01/2026 to 28/02/2026   | From 01/01/2026 to 28/02/2026   |
|---------|--------------------------------|--------|--------|--------|--------|--------|--------|--------|--------|--------|--------|---------------------------------|---------------------------------|---------------------------------|
| S.No.   | Airlines                       |   2016 |   2017 |   2018 |   2019 |   2020 |   2021 |   2022 |   2023 |   2024 |   2025 | Received                        | Resolved                        | Pending                         |
| 1       | Aeroflot                       |      0 |      1 |      1 |     16 |      2 |      0 |      1 |      0 |      1 |      0 | 0                               | 0                               | 0                               |
| 2       | Air Arabia                     |      0 |      2 |      0 |      1 |      1 |      1 |      2 |      6 |      8 |     23 | 10                              | 9                               | 1                               |
| 3       | Air Asia Berhad (Intl Tickets) |      0 |      0 |      0 |      0 |      0 |      0 |      1 |     15 |     22 |     20 | 13                              | 13                              | 0                               |
| 4       | Air Astana                     |      0 |      0 |      0 |      1 |      0 |      0 |      1 |      2 |      3 |      6 | 0                               | 0                               | 0                               |
| 5       | Air Austral                    |      0 |      0 |      0 |      1 |      0 |      0 |      0 |      0 |      0 |      0 | 0                               | 0                               | 0                               |
| 6       | Air Canada                     |      2 |      2 |      5 |      3 |      2 |      0 |      8 |     10 |      2 |      1 | 4                               | 4                               | 0                               |
| 7       | Air China                      |      1 |      0 |      0 |      4 |      0 |      0 |      0 |      0 |      0 |      0 | 0                               | 0                               | 0                               |
| 8       | Air Costa                      |      1 |      2 |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      0 | 0                               | 0                               | 0                               |
| 9       | Air France                     |      0 |      1 |      0 |      2 |      0 |      1 |      9 |      5 |      5 |      9 | 11                              | 4                               | 7                               |
| 10      | Air India                      |     20 |    120 |     92 |    302 |    114 |    144 |    249 |    307 |    635 |    616 | 303                             | 302                             | 1                               |
| 11      | Air India Express              |      0 |      0 |      0 |      0 |      0 |      0 |     25 |      9 |    223 |    411 | 117                             | 117                             | 0                               |
| 12      | Air Mauritius                  |      0 |      1 |      2 |      1 |      0 |      0 |      0 |      1 |      0 |      1 | 0                               | 0                               | 0                               |
| 13      | Air Seychelles                 |      0 |      1 |      0 |      0 |      0 |      0 |      0 |      1 |      0 |      0 | 0                               | 0                               | 0                               |
| 14      | AirAsia India                  |      2 |     10 |     16 |     44 |     26 |     12 |      0 |     81 |      0 |      0 | 0                               | 0                               | 0                               |
| 15      | Akasa Air                      |      0 |      0 |      0 |      0 |      0 |      0 |      6 |     45 |     53 |    112 | 70                              | 70                              | 0                               |
| 16      | All Nippon Airways             |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      1 | 0                               | 0                               | 0                               |
| 17      | Alliance Air (India)           |      0 |      0 |      0 |      0 |      0 |      1 |     11 |     13 |     15 |     18 | 6                               | 6                               | 0                               |
| 18      | American Airlines              |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      0 | 2                               | 2                               | 0                               |
| 19      | Azerbaijan Airlines            |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      0 |      0 | 2                               | 1                               | 1                               |

## ANNEXURE IN REPLY TO LOK SABHA UNSTARRED QUESTION NO. 4519 DUE FOR ANSWER ON 19.03.2026

|   20 | Asiana Airlines        |   0 |   0 |   1 |   0 |   0 |   0 |   0 |   0 |    0 |    0 |    0 |    0 |   0 |
|------|------------------------|-----|-----|-----|-----|-----|-----|-----|-----|------|------|------|------|-----|
|   21 | Bhutan Airlines        |   0 |   0 |   0 |   0 |   0 |   0 |   0 |   0 |    1 |    0 |    0 |    0 |   0 |
|   22 | Biman Bangladesh       |   0 |   0 |   0 |   0 |   0 |   0 |   0 |   0 |    1 |    0 |    0 |    0 |   0 |
|   23 | British Airways        |   0 |   0 |   2 |   5 |   1 |   1 |   6 |  10 |   11 |   17 |    5 |    4 |   1 |
|   24 | Cathay Pacific         |   0 |   0 |   1 |   1 |   0 |   0 |   0 |   1 |    7 |    2 |    4 |    4 |   0 |
|   25 | China Eastern Airlines |   0 |   0 |   0 |   1 |   0 |   0 |   0 |   0 |    0 |    0 |    2 |    1 |   1 |
|   26 | China Southern         |   0 |   2 |   1 |   0 |   0 |   0 |   0 |   0 |    0 |    0 |    1 |    0 |   1 |
|   27 | Delta Airlines         |   0 |   0 |   0 |   0 |   0 |   0 |   0 |   0 |    0 |    2 |    0 |    0 |   0 |
|   28 | Dragon Air             |   0 |   0 |   0 |   0 |   1 |   0 |   0 |   0 |    0 |    0 |    0 |    0 |   0 |
|   29 | Egypt Air              |   0 |   0 |   0 |   0 |   0 |   0 |   2 |   3 |    6 |    8 |    3 |    1 |   2 |
|   30 | Emirates Airline       |   1 |   4 |   6 |   7 |   2 |   1 |  12 |   8 |   36 |   19 |    2 |    2 |   0 |
|   31 | Ethiopian Airlines     |   0 |   1 |   0 |   4 |   0 |   0 |   9 |   7 |   20 |   22 |    6 |    4 |   2 |
|   32 | Etihad Airways         |   1 |   7 |   4 |   6 |   6 |   6 |   5 |  13 |   11 |   31 |    4 |    4 |   0 |
|   33 | Finn Air               |   0 |   0 |   0 |   1 |   0 |   1 |   0 |   1 |    1 |    0 |    0 |    0 |   0 |
|   34 | Fly Dubai              |   0 |   1 |   0 |   2 |   1 |   0 |   1 |   0 |    5 |    1 |    2 |    2 |   0 |
|   35 | FlyBig                 |   0 |   0 |   0 |   0 |   0 |   2 |   0 |   2 |    1 |    2 |    1 |    0 |   1 |
|   36 | GoAir                  |   0 |  18 |  24 |  65 |  41 |  49 |  92 |  41 |    1 |    0 |    0 |    0 |   0 |
|   37 | Gulf Air               |   2 |   0 |   2 |   5 |   0 |   0 |   5 |   7 |    8 |    4 |    8 |    7 |   1 |
|   38 | IndiaOne Air           |   0 |   0 |   0 |   0 |   0 |   0 |   0 |   0 |    0 |    0 |    1 |    0 |   1 |
|   39 | indiGo                 |  52 |  74 |  75 | 310 | 101 |  99 | 328 | 624 | 1091 | 1654 | 1183 | 1182 |   1 |
|   40 | Jet Airways            |   5 | 124 |  63 |  29 |   0 |   0 |   0 |   0 |    0 |    0 |    0 |    0 |   0 |
|   41 | Jazeera Airways        |   0 |   0 |   0 |   0 |   0 |   0 |   0 |   0 |    0 |    0 |    2 |    2 |   0 |
|   42 | Jetlite                |   0 |   0 |   1 |   0 |   0 |   0 |   0 |   0 |    0 |    0 |    0 |    0 |   0 |
|   43 | Kenya Airways          |   0 |   3 |   0 |   1 |   0 |   0 |   1 |   2 |    2 |   21 |    1 |    0 |   1 |
|   44 | KLM Airlines           |   0 |   1 |   1 |   1 |   0 |   0 |   7 |   6 |    1 |    7 |    5 |    3 |   2 |
|   45 | Kuwait Airways         |   0 |   0 |   2 |   4 |   0 |   2 |   6 |   9 |    8 |   10 |    6 |    5 |   1 |
|   46 | Lufthansa              |   0 |   2 |   0 |   3 |   2 |   1 |  17 |  20 |   22 |   28 |    8 |    5 |   3 |
|   47 | Mahan Air              |   0 |   0 |   0 |   2 |   0 |   0 |   0 |   0 |    0 |    0 |    0 |    0 |   0 |
|   48 | Malaysia Airlines      |   0 |   3 |   2 |   7 |   3 |   1 |   2 |  10 |   10 |    4 |    5 |    5 |   0 |

| 49    | Malindo Airways                | 17   |   5 |   0 |    5 |   3 |   1 |    2 |    5 |    8 |    4 |    3 |    2 |   1 |
|-------|--------------------------------|------|-----|-----|------|-----|-----|------|------|------|------|------|------|-----|
| 50    | Nepal Airlines Corporation     | 0    |   0 |   0 |    3 |   0 |   0 |    0 |    0 |    0 |    0 |    0 |    0 |   0 |
| 51    | Oman Airlines                  | 0    |   5 |   1 |    5 |   3 |   2 |    3 |    7 |    7 |    9 |   12 |   10 |   2 |
| 52    | Qatar Airways                  |      |   3 |   1 |   11 |   0 |   2 |    7 |   28 |   21 |   26 |   11 |    8 |   3 |
| 53    | Royal Jordanian                | 0    |   0 |   0 |    0 |   0 |   0 |    0 |    0 |    0 |    0 |    2 |    2 |   0 |
| 54    | Salam Air                      | 0    |   0 |   0 |    0 |   0 |   0 |    0 |    0 |    0 |    0 |    1 |    1 |   0 |
| 55    | Saudia                         | 0    |   1 |   0 |    7 |   0 |   0 |    5 |   11 |    8 |   11 |    2 |    2 |   0 |
| 56    | Silk Air                       | 0    |   1 |   0 |    0 |   0 |   0 |    0 |    0 |    0 |    0 |    0 |    0 |   0 |
| 57    | Singapore Airlines             | 0    |   0 |   2 |    1 |   1 |   0 |    3 |    6 |   12 |    6 |    3 |    3 |   0 |
| 58    | SpiceJet                       | 4    |  71 |  24 |  192 |  61 |  71 |  133 |  245 |  476 |  396 |  219 |  218 |   1 |
| 59    | Srilankan Airways              | 0    |   2 |   2 |    0 |   2 |   0 |    4 |    4 |    3 |    9 |    1 |    1 |   0 |
| 60    | Star Air                       | 0    |   0 |   0 |    0 |   0 |   0 |    0 |    1 |    5 |    7 |    7 |    7 |   0 |
| 61    | Swiss Air                      | 0    |   0 |   0 |    0 |   0 |   0 |    2 |    5 |    9 |    6 |    2 |    2 |   0 |
| 62    | Thai Air Asia                  | 0    |   0 |   2 |    2 |   1 |   0 |    0 |    0 |    0 |    0 |    0 |    0 |   0 |
| 63    | Thai Airways                   | 0    |   0 |   2 |    5 |   1 |   0 |    9 |   15 |   13 |   12 |    7 |    6 |   1 |
| 64    | Thai Lion Air                  | 0    |   0 |   0 |    0 |   0 |   0 |    0 |    0 |    1 |    7 |    3 |    3 |   0 |
| 65    | Tiger Airways                  | 0    |   1 |   0 |    1 |   0 |   0 |    0 |    0 |    0 |    0 |    0 |    0 |   0 |
| 66    | TruJet                         | 0    |   0 |   0 |    1 |   0 |   0 |    0 |    0 |    0 |    0 |    0 |    0 |   0 |
| 67    | Turkish Airlines               | 0    |   2 |   2 |    5 |   1 |   0 |    3 |   15 |   10 |   11 |   10 |    9 |   1 |
| 68    | United Airlines                | 0    |   0 |   0 |    2 |   2 |   0 |    0 |    0 |    4 |    1 |    2 |    2 |   0 |
| 69    | United Airlines Bangladesh Ltd | 0    |   0 |   0 |    0 |   0 |   0 |    0 |    0 |    1 |    0 |    0 |    0 |   0 |
| 70    | Uzbekistan Airways             | 0    |   0 |   0 |    1 |   0 |   0 |    1 |    0 |    0 |    2 |    0 |    0 |   0 |
| 71    | VietJet Air                    | 0    |   0 |   0 |    0 |   0 |   0 |   13 |   12 |   17 |   34 |   11 |    8 |   3 |
| 72    | Virgin Atlantic                | 0    |   0 |   0 |    0 |   0 |   1 |    5 |    0 |    2 |    5 |    1 |    1 |   0 |
| 73    | Vistara                        | 0    |   7 |   3 |   34 |  31 |  35 |  106 |  143 |  236 |    0 |    0 |    0 |   0 |
| Total | Total                          | 108  | 478 | 340 | 1104 | 409 | 434 | 1102 | 1756 | 3043 | 3596 | 2084 | 2044 |  40 |