Lok Sabha Question No. 2066 (UNSTARRED), answered on 2016-07-28
Subject: Changes in Norms for Air Passengers
Ministry: CIVIL AVIATION
Asked by: RAJEEV SHANKARRAO SATAV, PONGULETI SRINIVASA REDDY, JAYAKUMAR JAYAVARDHAN, R. GOPALAKRISHNAN

GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA UNSTARRED QUESTION NO: : 2066 (To be answered on the 2gth July 2016

## CHANGES IN NORMS FOR AIR PASSENGERS

2066.

SHRI SATAV RAJEEV SHRI PONGULETI SRINIVASA REDDY DR. J JAYAVARDHAN SHRI R GOPALAKRISHNAN

Will the Minister of CIVIL AVIATION

be pleased to state:-

- (2) whether the Government has received complaints from air passengers that issues concerning them were not being resolved within a reasonable time, if s0, the details thereof;
2. (c) whether the Government has sought suggestions from stakeholders before fnalising and implementation of the new norms, if $0, the details thereof and the response thereon;
- (6) whether the Government has now proposed extensive passenger friendly measures in air travel rules, if s0, the details thereof;
4. (d) whether private airlines are opposing the Directorate General %f Civil Avation's rule to reduce fee for carrying five baggage on flights as 'illegal' and have also opposed most of the other 'passenger-centric norms; such as enhanced compensation for denying boarding and flight delays; kg: they
5. (f) the steps/measures taken by the Government to ensure compliance of these measures by the private airlines operating in the country?
6. (e) if s0, the details thereof and the measures the Government has taken/ proposed to be taken in this regard; and

## ANSWER

Minister of State in the Ministry of CIVIL AVIATION

(Shri Jayant Sinha)

- (a): Airline wise details of the passenger complaints received and their status; for the year 2015 and current year (Up to 2016), as submitted by the scheduled airlines is placed at Annexure-l. May
- (b): Following Civil Aviation Requirements (CAR) and Air Transport Circular (ATC) on passenger facilitation have been amended by the

.

Directorate General of Civil Aviation (DGCA); in order to comply the Hon'ble Supreme Courts Guidelines and to address the grievances of the passengers travelling by air.

() CAR Section -3, Air Transport; Series-M,\_Part-I issued on "Carriage of Air

(ii) CAR Section-3, Air Transport, Series-M, Part-II issued on "Refund of Airline Tickets to Passengers of Public Transport Undertakings "

(iv) ATC 02 of 2016 issued on "Unbundle of services and fees by scheduled airlines.

(iii) CAR Section-3, Air Transport; Series-M, Part-IV issued on "Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delays in flights; and

(c): The draft amended CARs were uploaded on DGCA website for comments. Comments/suggestions were received from different organization; individuals which were examined and feasible comments of the stake holders have been incorporated in the final CARs Amended CARs and ATC were then uploaded on DGCA website after approval of competent authority. public

(d) to (f: No such petition have been made by the airlines on the amended CARs as on date.

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| Airline             | Total Complaint   | Redressal Status   | Redressal Status   |
|---------------------|-------------------|--------------------|--------------------|
| Airline             | Total Complaint   | Closed             | Open               |
| Air Costa           |                   |                    |                    |
| Air Asia            | 15                | 15                 |                    |
| Vistara             |                   |                    |                    |
| Go Air              | 169               | 169                |                    |
| IndiGo              | 195               | 195                |                    |
| Spicejet            | 330               | 330                |                    |
| Jet Airways JetLite | 229               | 229                |                    |
| Air India (Dom)     | 252               | 171                | 81                 |
| Total               | 1197              | 1116               | 81                 |

| Airline             | Total Complaint   | Redressal Status   | Redressal Status   |
|---------------------|-------------------|--------------------|--------------------|
|                     |                   | Closed             | Open               |
| Air Costa           |                   |                    |                    |
| Air Asia            | 12                | 12                 |                    |
| Vistara             |                   |                    |                    |
| Go Air              | 325               | 325                |                    |
| IndiGo              | 198               | 197                |                    |
| Spicejet            | 207               | 207                |                    |
| Jet Airways JetLite | 225               | 225                |                    |
| Air India (Dom)     | 222               | 136                | 86                 |
| Total               | 1194              | 1107               | 87                 |

| Mak-15              | Mak-15          | Mak-15           | Mak-15           |
|---------------------|-----------------|------------------|------------------|
| Airline             | Total Complaint | Redressal Status | Redressal Status |
|                     |                 | Closed           | Open             |
| Air Costa           |                 |                  |                  |
| Air Asia            |                 | 14               |                  |
| [Vistara            |                 |                  |                  |
| Go Air              | 68              | 68               |                  |
| IndiGo              | 191             | 191              |                  |
| Spicejet            | 187             | 187              |                  |
| Jet Airways JetLite | 211             | 211              |                  |
| Air India (Dom)     | 173             | 108              | 65               |
| Air Pegasus         |                 |                  |                  |
| Total               | 858             | 793              | 65               |

| Juk-15                | Juk-15          | Juk-15           | Juk-15           |
|-----------------------|-----------------|------------------|------------------|
| Airline               | Total Complaint | Redressal Status | Redressal Status |
|                       |                 | Closed           | Open             |
| Air Costa             |                 |                  |                  |
| Air Asia              | 15              | 15               |                  |
| Vistara               | 2               |                  |                  |
| Go Air                | 74              | 74               |                  |
| IndiGo                | 186             | 186              |                  |
| Spicejet              | 133             | 160              |                  |
| Jet Airways + JetLite | 210             | 210              |                  |
| Air India (Dom)       | 174             | 108              | 65               |
| Air Pegasus           |                 |                  |                  |
| Total                 | 802             | 742              | 60               |

| Sep-15                | Sep-15          | Sep-15           | Sep-15           |
|-----------------------|-----------------|------------------|------------------|
| Airline               | Total Complaint | Redressal Status | Redressal Status |
|                       |                 | Closed           | Open             |
| Air Costa             |                 |                  |                  |
| Air Asia              |                 |                  |                  |
| Vistara               |                 |                  |                  |
| Go Air                | 51              | 51               |                  |
| IndiGo                | 149             | 149              |                  |
| Spicejet              | 98              | 98               |                  |
| Jet Ainways + JetLite | 199             | 199              |                  |
| IAir India (Dom)      | 191             | 101              | 90               |
| Air Pegasus           |                 |                  |                  |
| Turejet               | 2               |                  |                  |
| Total                 | 710             | 620              | 90               |

| Nov-15    | Nov-15          | Nov-15           | Nov-15           |
|-----------|-----------------|------------------|------------------|
|           | Tolal Complaint | Redressal Status | Redressal Status |
|           | Tolal Complaint | Closed           | Open             |
| Air Costa |                 |                  |                  |
| Air Asia  | 13              | 13               |                  |
| Vistara   |                 |                  |                  |

|                     | Feb-15 Total   | Redressal Status   | Redressal Status   |
|---------------------|----------------|--------------------|--------------------|
|                     | Feb-15 Total   | Closed             | Open               |
| Air Costa           |                |                    |                    |
| IAir Asia           | 14             | 14                 |                    |
| Vistara             |                |                    |                    |
| Go Air              | 134            | 134                |                    |
| IndiGo              | 213            | 213                |                    |
| (Spicejet           | 248            | 248                |                    |
| Jet Ainways JetLite | 221            | 221                |                    |
| Air India (Dom)     | 256            | 173                | 83                 |
| Total               | 1092           | 1009               | 83                 |

| Apr-15              | Apr-15          | Apr-15           | Apr-15           |
|---------------------|-----------------|------------------|------------------|
| Airline             | Total Complaint | Redressal Sialus | Redressal Sialus |
|                     |                 | Closed           | Open             |
| Air Costa           |                 |                  |                  |
| Air Asia            | 10              | 10               |                  |
| Vistara             |                 |                  |                  |
| Go Air              | 148             | 148              |                  |
| IndiGo              | 212             | 212              |                  |
| Spicejet            | 198             | 197              |                  |
| Jet Airways JetLite | 210             | 208              |                  |
| Air India (Dom)     | 149             | 98               | 51               |
| Total               | 935             | 881              | 54               |

| Jun-15              | Jun-15          | Jun-15           | Jun-15           |
|---------------------|-----------------|------------------|------------------|
| Airline             | Total Complaint | Redressal Status | Redressal Status |
|                     |                 | Closed           | Open             |
| Air Costa           |                 |                  |                  |
| Air Asia            | 14              | 14               |                  |
| Vistara             |                 |                  |                  |
| Go Air              | 67              | 67               |                  |
| IndiGo              | 180             | 180              |                  |
| [Spicejet           | 160             | 160              |                  |
| Jet Airways JetLite | 194             | 194              |                  |
| {Air India (Dom)    | 173             | 110              | 63               |
| Air Pegasus         | 26              | 26               |                  |
| Total               | 819             | 756              | 83               |

| Aug-15                | Aug-15          | Aug-15           | Aug-15           |
|-----------------------|-----------------|------------------|------------------|
| Airline               | Total Complaint | Redressal Status | Redressal Status |
|                       |                 | Closed           | Open             |
| Air Costa             |                 |                  |                  |
| Air Asia              | 13              | 13               |                  |
| Vistara               |                 |                  |                  |
| Go Air                | 69              | 69               |                  |
|                       | 156             | 156              |                  |
| Spicejet              | 116             | 116              |                  |
| Jet Airways + JetLite | 209             | 209              |                  |
|                       | 189             | 135              | 54               |
| Air Pegasus           |                 |                  |                  |
| Turejet               |                 |                  |                  |
| Total                 | 770             | 716              | 54               |

| Oct-15              | Oct-15          | Oct-15           | Oct-15           |
|---------------------|-----------------|------------------|------------------|
| Airline             | Total Complaint | Redressal Status | Redressal Status |
| Airline             | Total Complaint | Closed           | Open             |
| Air Costa           |                 |                  |                  |
| Air Asia            | 12              | 12               |                  |
| Vistara             |                 |                  |                  |
| Air Go              |                 | 60               |                  |
| IndiGo              | 147             | 147              |                  |
| Spicejet            | 89              | 89               |                  |
| Jet Ainways JetLite | 203             | 203              |                  |
| JAir India (Dorn)   | 203             | 106              | 97               |
| Air Pegasus         |                 |                  |                  |
| Truejet             |                 |                  |                  |
| Total               | 727             | 630              | 97               |

| Dec-15    | Dec-15          | Dec-15           | Dec-15           |
|-----------|-----------------|------------------|------------------|
| Airline   | Total Complaint | Redressal Status | Redressal Status |
|           |                 | Closed           | Open             |
| Air Costa |                 |                  |                  |
| Air Asia  | 13              | 13               |                  |
| Vistara   |                 |                  |                  |

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| Go Air              | 167   | 167   |     |
|---------------------|-------|-------|-----|
| IndiGo              | 125   | 124   |     |
|                     | 78    | 78    |     |
| Jet Airways JetLite | 211   | 211   |     |
| Air India (Dom)     | 252   | 123   | 129 |
| Air Pegasus         | 2     |       |     |
| Truejet             |       |       |     |
| Total               | 857   | 727   | 130 |

| Jan-16                | Jan-16          | Jan-16           | Jan-16           |
|-----------------------|-----------------|------------------|------------------|
| Airline               | Total Complaint | Redressal Status | Redressal Status |
|                       |                 | Closed           | Open             |
| Air Costa             |                 |                  |                  |
| Air Asia              | 16              | 16               |                  |
| Vistara               |                 |                  |                  |
| Go Air                | 61              | 61               |                  |
| IndiGo                | 126             | 125              |                  |
| Spicejet              | 50              | 50               |                  |
| Jet Ainways + JetLite | 216             | 216              |                  |
| Air India (Dom)       | 341             | 203              | 138              |
| Air Pegasus           |                 |                  |                  |
| True Jet              |                 |                  |                  |
| Total                 | 823             | 684              | 139              |

| Mar-16              | Mar-16          | Mar-16           | Mar-16           |
|---------------------|-----------------|------------------|------------------|
| Airline             | Complaint Total | Redressal Status | Redressal Status |
|                     | Complaint Total | Closed           | Open             |
| Air Costa           |                 |                  |                  |
| Air Asia            | 11              |                  |                  |
| Vistara             | 2               |                  |                  |
| Go Air              | 58              | 58               |                  |
| IIndiGo             | 120             | 120              |                  |
| Spicejet            | 41              | 41               |                  |
| Jet Ainways JetLite | 211             | 211              |                  |
| IAir India (Dom)    | 280             | 167              | 113              |
| Air Pegasus         |                 |                  |                  |
| True Jel            |                 |                  |                  |
| Total               | 737             |                  | 113              |

| Max-16                | Max-16          | Max-16           | Max-16           |
|-----------------------|-----------------|------------------|------------------|
| Airline               | Total Complaint | Redressal Status | Redressal Status |
|                       |                 | Closed           | Open             |
| Air Costa             |                 |                  |                  |
| Air Asia              | 11              |                  |                  |
| Vistara               |                 |                  |                  |
| Go Air                | 56              | 56               |                  |
| IndiGo                | 109             | 109              |                  |
| Spicejet              | 49              | 49               |                  |
| Jet Ainvays + JetLite | 303             | 208              | 95               |
| IAir India (Dom)      | 21              | 21               |                  |
| Air Pegasus           |                 |                  |                  |
| Total                 | 782             | 687              | 95               |

| Go Air                | 93   | 93   |     |
|-----------------------|------|------|-----|
| IIndiGo               | 148  | 148  |     |
| Spicejet              | 60   | 60   |     |
| Jet Airways + JetLite | 215  | 215  |     |
|                       | 552  | 377  | 175 |
| Air Pegasus           |      |      |     |
| Truejet               |      |      |     |
| Total                 | 1091 | 916  | 175 |

| Feb-16                | Feb-16          | Feb-16           | Feb-16           |
|-----------------------|-----------------|------------------|------------------|
|                       | Total Complaint | Redressal Status | Redressal Status |
|                       | Total Complaint | Closed           | Open             |
| Air Costa             |                 |                  |                  |
| Air Asia              | 12              | 12               |                  |
| Vistara               |                 |                  |                  |
| Go Air                | 72              | 72               |                  |
| IndiGo                | 130             | 130              |                  |
| Spicejet              | 48              | 48               |                  |
| Jet Airways + JetLite | 208             | 208              |                  |
| Air India (Dom)       | 276             | 197              | 79               |
| Air Pegasus           |                 |                  |                  |
| Jet True              |                 |                  |                  |
| Total                 | 759             | 679              | 79               |

| Apr-16              | Apr-16          | Apr-16           | Apr-16           |
|---------------------|-----------------|------------------|------------------|
| Airline             | Total Complaint | Redressal Status | Redressal Status |
|                     |                 | Closed           | Open             |
| Air Costa           |                 |                  |                  |
| Air Asia            | 12              |                  |                  |
| Vistara             |                 |                  |                  |
| Go Air              | 65              | 65               |                  |
| IndiGo              | 105             | 105              |                  |
| Spicejet            | 38              | 38               |                  |
| Jet Airways JetLite | 211             | 211              |                  |
| Air India (Dom)     | 228             | 125              | 103              |
| [Air Pegasus        |                 |                  |                  |
| True Jet            |                 |                  |                  |
| Total               | 674             | 571              | 103              |