Lok Sabha Question No. 2006 (UNSTARRED), answered on 2016-05-05
Subject: Complaints by Air Passengers
Ministry: CIVIL AVIATION
Asked by: PANKAJ CHOWDHARY

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA UNSTARRED QUESTION NO\_ 2006

(To be answered on the 2016) Sth May

## COMPLAINTS BY AIR PASSENGERS

2006.

SHRI PANKAJ CHAUDHARY

## Will the Minister of CIVIL AVIATION

- (b) if the details thereof; SO,

be pleased to state:-

- (a) whether the Government has taken notice of the complaints lodged by air passengers regarding flights, baggage and customer services;
- (c) whether the Government proposes to issue guidelines in order to address the complaints related to flights, baggage and customer services; and

## ANSWER

Minister of State in the Ministry of CIVIL A VIATION

(Dr Mahesh Sharma)

- (a) and (b): Submitted by airlines; As & part of submission of monthly data, airline wise details of the complaints received on account of flight related issues; baggage, customer services and other reasons for the year 2015 is placed at Annexure-I
- (c) & (d): As per the prevailing regulation, passengers are required to their complaints with the airlines for redressal: Ail the scheduled domestic airlines have nominated and displayed the name and contact details of their Nodal Officer & Appellate Authority to settle the passengers complaints within stipulated time period, If the airiines fails to ful fill their obligation; the passenger may complaint to the statutory body set under applicable laws lodge

| Jen-15                            | Faro   |           | Rolund Flighl Problem   | Eapgage   | Customer Service    | Disability   | Staff Behaviour    | Catoring   | Olhers    | Total Complaints   | Total Complaints   |
|-----------------------------------|--------|-----------|-------------------------|-----------|---------------------|--------------|--------------------|------------|-----------|--------------------|--------------------|
| Mstara                            |        |           |                         |           |                     |              |                    |            |           | 15                 | 15                 |
|                                   |        |           | 40                      | 44        | 60                  |              |                    |            |           | 169                | 169                |
| (Spicelet                         |        |           | 36                      | 103       |                     |              |                    |            |           | 195                | 195                |
|                                   |        | 162       | 116                     | 43        | 26                  |              |                    |            |           | 330                | 330                |
| Jet                               |        | 12        | 89                      | 40        |                     |              |                    |            | 26        | 229                | 229                |
| Alr India Total                   |        |           | 80                      | 43        | 95                  |              |                    |            |           | 252                | 252                |
|                                   |        | 196       | 367                     | 274       | 238                 |              |                    |            | 44        | 1197               | 1197               |
| Fcb-15 Air Asia                   | Farc   | Refund 10 | Flight Problem          |           | Customer Service    | Dlsabillty   | Staff Behaviour    | Catering   | Others    | ToTal 14           | ToTal 14           |
| Air Costa                         |        |           | 83                      |           |                     |              |                    |            |           |                    |                    |
| Air Indla (Dom) [Go Air           |        |           | 19                      | 35 34     | 146                 |              |                    |            |           | 256 134            | 256 134            |
|                                   |        |           |                         |           |                     |              |                    |            |           | 213                | 213                |
|                                   |        | 19        |                         |           |                     |              |                    |            | 27        | 221                | 221                |
| [Splcejet                         |        | 70        | 116                     | 26        |                     |              |                    |            | 12        | 248                | 248                |
| [Grand Total                      |        | 109       |                         |           |                     |              |                    |            |           |                    |                    |
|                                   |        |           | 327                     | 238       | 256                 |              |                    |            |           | 1092               | 1092               |
| Mar-15                            | Fare   | Refund    | Fllzht Problem          | Bazgage   | Customer Service    | Disabillty   | Staff Behaviour    | Catering   | 84 Others | Total              | Total              |
| Alr Asia Alr Costa Ai Indla (Dom) |        | 16        | 72                      |           |                     |              |                    |            |           | 12                 | 12                 |
| Go Air                            |        |           |                         |           | 89 164              |              | 20                 |            |           | 222 325            | 222 325            |
| Indigo                            |        |           |                         |           | 79                  |              |                    |            | 114       |                    |                    |
| Let Alrways + Jetlite             |        | 19        |                         |           | 20                  |              | 39                 |            | 24        |                    |                    |
| [Spicelet                         |        | 67        |                         |           |                     |              | 25                 |            |           | 207                | 207                |
| Vistara                           |        |           |                         |           |                     |              |                    |            |           |                    |                    |
| Grand Total                       | 11     | 116       | 290                     | 191       | 353                 |              | 88                 |            | 138       | 1194               | 1194               |
| Alr Asla                          | Fare   | Refund    | Fllght Problam          | aggage    | Customer Service    | Dlsability   |                    | Catering   | Others    | Total 10           | Total 10           |
| [Alr Costa                        |        |           | 53                      | 18        | 62                  |              |                    |            |           |                    |                    |
| Go Air                            |        |           |                         | 21        | 39                  |              | 15                 |            |           | 149                | 149                |
| IndiGo                            |        |           |                         | 62        | 110                 |              |                    |            | 80        | 148 212            | 148 212            |
|                                   |        | 22        |                         | 49        | 30                  |              |                    |            | 18        |                    |                    |
| [Spicejet                         |        | 17        |                         | 26        |                     |              |                    |            |           | 210                | 210                |
| Vistara                           |        |           | 132                     |           | 242                 |              | 72                 |            |           | 198                | 198                |
| Grand Total                       |        | 48        | 285                     | 181       |                     |              |                    |            | 98        | 935                | 935                |
| Max-15                            |        |           | Flight Problem          |           |                     |              |                    |            |           |                    |                    |
| Air India (Dom) Go Alr            |        |           | 36                      | 24        | 93                  |              | 19                 |            |           | 173                | 173                |
|                                   |        |           |                         | 21        | 16                  |              |                    |            |           |                    |                    |
| IndiGo                            |        |           | 8                       | 80        | 80                  |              |                    |            | 20        | 68                 | 68                 |
| Let Aimys Spicelet                |        |           |                         |           |                     |              | 35                 |            |           |                    |                    |
| VIslara                           | 39     |           | 72 64                   | 53 35     | 24                  |              | 27                 |            |           | 241 187            | 241 187            |
| Grand Total                       |        |           |                         |           |                     |              | 81                 |            |           |                    |                    |
|                                   | 48     | 63        | 204                     | 218       | 218                 |              |                    |            | 23        | 858                | 858                |
| Jun-15 Alr Asia Alr Costa         | Fare   | Refund 25 | Flight Problem 10 53    | 16        | Customer Senvice 86 | Disability   | Staft Behaviour 13 | Catering   | Others    | Total              | Total              |
| Air Pegasus Go Nir IIndiGo        |        |           | 35                      | 22 66     |                     |              |                    |            | 10        | 26 67              | 26 67              |
|                                   |        | 17        | 58                      |           |                     |              | 29                 |            |           | 180                | 180                |
| [Spicejet                         |        |           |                         |           |                     |              |                    |            |           | 194                | 194                |
| Jetlite Mistara                   |        |           | 97                      | 57        |                     | 35           | 11                 |            |           |                    |                    |
| Grand Tatal                       |        |           |                         |           |                     |              |                    |            |           | 160                | 160                |
|                                   |        | 53        | 258                     | 183       | 203                 | 36           | 54                 |            |           | 819                | 819                |
| Jul-15                            | Fare   | Refund    | Fllght Problem          | Bazgge    | Customer Servlce    | Disability   | Staff Behaviour    | Catcring   | Others    |                    |                    |
| Alr Asia Mslara Go Air            |        |           |                         | 20        | 2                   |              |                    |            |           | 188                | 188                |
| IndiGo Spicejel                   |        |           |                         | 39        | 109                 |              |                    |            |           |                    |                    |
| Del Ainways Jollito               |        |           |                         |           |                     |              | 25                 |            |           | 133                | 133                |
| Air India (Dom)                   |        | 21        |                         | 60        | 20                  |              | 41                 |            |           | 210                | 210                |
|                                   |        |           | 65                      | 16        | 65                  |              | 24                 |            |           |                    |                    |
| Air Pegasus                       |        |           |                         |           |                     |              |                    |            |           | 174                | 174                |

| Total                 |                       |                       | 211                   | 183                   | 212                   |                       |                       |                       |                       | 802                   |
|-----------------------|-----------------------|-----------------------|-----------------------|-----------------------|-----------------------|-----------------------|-----------------------|-----------------------|-----------------------|-----------------------|
|                       | Fare                  | Refund                | Fllght Problem        |                       | Customer Service      | Dlsabillty            | Staff Behaviour       | Catering              | Others                | Total                 |
| Air Coste             |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| Air Asia              |                       |                       |                       |                       |                       |                       |                       |                       |                       | 13                    |
| Vistara               |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| Go Air                |                       |                       |                       |                       |                       |                       |                       |                       | 19                    | 69                    |
| IndiGo                |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| JelLlle               |                       |                       |                       |                       |                       |                       |                       |                       |                       | 209                   |
|                       |                       |                       |                       | 23                    |                       |                       | 25                    |                       |                       | 189                   |
| Alr Pegesus           |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| Trujet                |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
|                       |                       |                       |                       |                       |                       |                       |                       | 86                    | 58                    |                       |
|                       |                       | 46                    | 186                   | 170                   |                       |                       |                       |                       |                       | 770                   |
| Sep-S                 | Fare                  | Refund                | Flleht Problem        | 2228280               | Customer Service      | Disabillty            | Staff Behaviour       | Catering_             | Others                | Total                 |
| IAir Cosle Air Asia   |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| Go Air                |                       |                       | 8                     |                       |                       |                       |                       |                       |                       | 51                    |
| IIndiGo               |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| JelLIle               |                       | "                     |                       |                       |                       |                       | 39                    |                       |                       |                       |
|                       |                       |                       |                       |                       |                       |                       |                       |                       |                       | 191                   |
|                       |                       |                       |                       |                       |                       |                       | 10                    |                       |                       |                       |
| ITujet                |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| Total 172 158 178 710 | Total 172 158 178 710 | Total 172 158 178 710 | Total 172 158 178 710 | Total 172 158 178 710 | Total 172 158 178 710 | Total 172 158 178 710 | Total 172 158 178 710 | Total 172 158 178 710 | Total 172 158 178 710 | Total 172 158 178 710 |
| 0t5 Alr Costa         | Fare                  | Refund                | Flight Problem        | Baggage               | Customer Service      | Disabillty            | Stalf Behaviour       | Catering              | Others                | Total                 |
| Alr Asla              |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| Mstara                |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
|                       |                       |                       |                       |                       |                       |                       |                       |                       |                       | 3                     |
| Go Alr                |                       |                       |                       |                       |                       |                       |                       |                       | 20                    |                       |
| IndiGo                |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
|                       |                       |                       |                       |                       | 22                    |                       |                       |                       |                       |                       |
| Air India (Dom)       |                       | 15                    |                       |                       | 88                    |                       | 10                    |                       |                       | 203                   |
|                       |                       |                       |                       |                       |                       |                       |                       |                       |                       | 203                   |
|                       |                       |                       |                       |                       |                       |                       |                       |                       |                       | 2                     |
| Totel                 |                       |                       | 230                   |                       |                       |                       |                       |                       |                       |                       |
| 188 727               | 188 727               | 188 727               | 188 727               | 188 727               | 188 727               | 188 727               | 188 727               | 188 727               | 188 727               | 188 727               |
|                       | Fare                  | Refund                | Flight Problem        |                       | Customer Service      | Disabllity            | Stalf Behaviour       | Catering              | Others                | Total                 |
| IAlr Costa            |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| Air Asia Vistaa       |                       |                       |                       |                       |                       |                       |                       |                       |                       | 43                    |
| Go Air                |                       |                       |                       |                       | 27                    |                       |                       |                       |                       | 2                     |
| IIndiGo               |                       |                       |                       |                       |                       |                       |                       |                       | 118                   | 167                   |
|                       |                       |                       |                       |                       | 68                    |                       |                       |                       |                       |                       |
| Jetlite               |                       |                       |                       |                       | 217                   |                       |                       |                       |                       |                       |
| Air India (Dom)       |                       |                       |                       |                       |                       |                       |                       |                       | 12                    |                       |
| Air Pegasus           |                       |                       | 62                    | 31                    | 122                   |                       |                       |                       |                       | 2                     |
|                       |                       | 2                     |                       |                       |                       |                       |                       |                       |                       | 2                     |
|                       |                       | 37                    | 179                   | 166                   | 246                   |                       | 71                    |                       |                       | 1 857                 |
| Dec-15                | Dec-15                | Dec-15                | Dec-15                | Dec-15                | Dec-15                | Dec-15                | Dec-15                | Dec-15                | Dec-15                | Dec-15                |
| Alr Costa             |                       | Refund                | Flight Problem        | Ezggage               | Customer Service      |                       |                       | Catoring              | Othurs                | Jotal                 |
| Alr Asia              |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| Vistara               |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
| Go Air                |                       |                       | 13                    | 22                    |                       |                       |                       |                       |                       |                       |
| IndiGo                |                       |                       |                       | 43                    |                       |                       |                       |                       | 23                    |                       |
| [Spicelet             |                       |                       |                       | 16                    |                       |                       |                       |                       |                       | 148 60                |
| Jetllte               |                       | 16                    | 80                    | 56                    | 76                    |                       |                       |                       |                       | 215                   |
| Air India (Dom))      |                       |                       | 170                   | 162                   | 174                   |                       |                       |                       | 15                    | 552                   |
| Alr Pegasus           |                       |                       |                       |                       |                       |                       |                       |                       |                       |                       |
|                       |                       | 38                    | 305                   | 308                   | 296                   |                       | 84                    |                       |                       |                       |
| Total                 |                       |                       |                       |                       |                       |                       |                       |                       |                       | 1091                  |