Lok Sabha Question No. 1044 (UNSTARRED), answered on 2015-07-27
Subject: Complaints Against Airlines
Ministry: CIVIL AVIATION
Asked by: RAMESH BIDHURI

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION LOK SABHA

UNSTARRED QUESTION NO. : 1044

(To be answered on the 27 th  July 2015)

## COMPLAINTS AGAINST AIRLINES

## 1044. SHRI RAMESH BIDHURI

Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a)  whether the Directorate General of Civil Aviation (DGCA) has received complaints regarding misbehaviour by the employees of various airlines during the last three years and the current year;
- (b) if so, the details thereof, airline-wise; and
- (c) the action taken by DGCA thereon?

## ANSWER

Minister of State in the Ministry of CIVIL AVIATION

(Dr Mahesh Sharma)

- (a) and (b):-Yes Madam.  The details of the complaints received by DGCA on staff misbehavior for the year 2012, 2013, 2014 and current year up to (June) are at Annexure 1 to Annexure-4 respectively.
- (c):- As per prevailing regulation, each airline is required to appoint a Nodal Officer and Appellate Authority to redress passenger grievances in a stipulated time frame. Airlines are required to conspicuously display the details of Nodal Officer and Appellate Authority on their respective website. If any passenger related complaint  is received by DGCA, this is forwarded to the respective airline, for redressal, directly with the complainant.

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| vla!                                  |
|---------------------------------------|
| Staff MisbehavioUr Air tndia {dom) 11 |
| Ie!.lEI]lirrines                      |
| lndiGo                                |
| i                                     |
| Go Arr                                |
| 0 Spi(elet                            |
| 6                                     |
| Jotl.ite 9 jglll-!y5                  |
| 6A                                    |

| ,un-12              | Stall tvrisberriGrr-   |
|---------------------|------------------------|
| Air lndia (dorn)    | t7                     |
| (rn8lr5hef Airlines | :                      |
| lndi6o              |                        |
| Go Air              |                        |
| Spice               | 0                      |
| ,etLire             |                        |
|                     | 6                      |
| Jet.lljltls         | 24                     |
|                     | 66                     |

| s_ef:.1.2"..-__      | stan rraistiJiiili   |
|----------------------|----------------------|
| Air lndia k1o,nJ     | 4                    |
| 1i1g1i't,e, airrines | i                    |
| lndi60               |                      |
| Go Air               | 4                    |
|                      | 0                    |
| Spice                | (,                   |
| le ttite             | 3                    |
| Jet Airways          |                      |
|                      | 17                   |
|                      | 35                   |

<!-- image -->

| Apr.X2              | 5liff_Misbehaviou;   |
|---------------------|----------------------|
| Ait!!!!a (oom)      | I                    |
| (inBfisher Alrtinel | 6                    |
| lfdiGo              |                      |
| Ga, Air             | L'                   |
| Spice -             | 1.9                  |
| JetLite             | l                    |
|                     | 53                   |

| u .12               | StrfrMgbqrE;   |
|---------------------|----------------|
| Air lndia ldom)     | !1             |
| (in6fisher Airline5 | 3              |
| InOl(,o             | ?              |
| 60 a,r              | 0              |
| 5plce               |                |
| ,elLife             | 9              |
| Jet Airwavs         | 6              |
|                     | 24             |
|                     | 65             |

| 4!!:12 Stafi                    |
|---------------------------------|
| Mi3behaviour Air indla (dom) 12 |
| l(ingfisher A,rtir,es 1         |
| l,niiGo                         |
| 1 6r) Alr 0                     |
| Spice 7                         |
| JetLite -1                      |
| iet Alrwayt 19                  |
| 4.1                             |

| Cct-i2            | Stoff Misnehavioii-'   |
|-------------------|------------------------|
| A!:Ell! Ido'i)    | ')                     |
| SllElEher Antine; |                        |
| JiGO              | 1                      |
| Go Air            | c                      |
| Spice             | 10                     |
| ,etLite           | l                      |
| et Air\4ay5       |                        |
|                   | 40                     |

| oec.12              | Staff Mijbehaviour   |
|---------------------|----------------------|
| Air lodia (dom)     | t7                   |
| Kingfiihqr ArrJlnes |                      |
| lndiGo              | 2                    |
| Go Air              | a                    |
| 5pice               | i3                   |
| letl"ito            |                      |
| )et Airrv;y5        | 1B                   |
|                     | 54                   |

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| lad-12              | Staff MirbehavicLlr   |
|---------------------|-----------------------|
| *!-q!o_l!es{__      | 14                    |
| ni gtisher Alrlines | 6                     |
| lndtGo              | L1                    |
| Go atr              | 0                     |
| lEqeje r            | 8                     |
| letLite             | B                     |
| ls!                 | 27                    |
| ^ily-us             | 74                    |

| Mi),.12             | 5ialt Misbehavlour   |
|---------------------|----------------------|
| Air rndi6 (d0rnl    | l1                   |
| (ingfisher Airline5 | 8                    |
| IMiGo               | 1                    |
| Go Atr              | 0                    |
| picejel             | 5                    |
| letLite             |                      |
| lel Atrways         | ll                   |
|                     | r;tl                 |

| May-12              | Stdrf Misbehaviour   |
|---------------------|----------------------|
| Air lrrdia ldom)    |                      |
| KinBfisher Airlines | 8                    |
| lndiGo              | 1                    |
| 60 Air              | 0                    |
| Spiceler            | c                    |
| JetLite             | 9                    |
|                     | 33                   |
|                     | 68                   |

| ,un.12              | :laff Mlsbehavlour   |
|---------------------|----------------------|
| Air lodia {dom)     | l7                   |
| (intfisher Airlines | l                    |
| lndiGo              | 'I                   |
| Go Air              | rl                   |
| ;pice               | ')                   |
| JetLire             |                      |
| let Airways         | 2tl                  |
|                     | fi6                  |

| rsSp-.1?.---        | 5r afl Mishehirv,i)U.   |
|---------------------|-------------------------|
| Air ndia (Corn)     |                         |
| (in8fisher Airlines |                         |
|                     | .l                      |
| 'ndiGo 60 Ar(       | 0                       |
| 5p cc               |                         |
| JerLile             |                         |
| ht Airway5          | 17                      |
|                     | 3:)                     |

| Nov-12               | Staft Misbehavi0ur   |
|----------------------|----------------------|
| Air lndia (dom)      |                      |
| l(ingfisher Airlines |                      |
| lndiGo               | :t                   |
| Co nir               | 0                    |
| pice                 | :12                  |
| terLite              |                      |
| lel Airway5          | ,10                  |
|                      | t8                   |

| Feb-I2              | Staff Misbehaviour   |
|---------------------|----------------------|
| Air tndta (dom)     | I                    |
| (ingfi5her Ai.lines | 1C                   |
| lfidiGo             |                      |
| Go Air              | 0                    |
| Spitejet            | 1                    |
| Jettite             |                      |
| l-qlojslrj          | 27                   |
|                     | 63                   |

| Apr"12              | S taff Misbehaviour'   |
|---------------------|------------------------|
| Air hrdin (donr)    |                        |
| Klngfisher Alrltnes | 6                      |
| lndiGo              | 0                      |
| Go Air              | 0                      |
| !E!e                | rg                     |
| letLite             | 1                      |
|                     | 2)                     |
|                     | E3                     |

| )ufi-12              | 5t.rfl Misbehaviour   |
|----------------------|-----------------------|
| Air lndia idomJ      | 17                    |
| Kingiish.?r Airlines |                       |
| lndi6ir              | 1                     |
| Go Air               | 0                     |
| 5pice                | 9                     |
| JetLite              | 6                     |
| lq!4r*rys            | 2A                    |
|                      | 66                    |

| AuN,-12             | Stali M rbehnviour   |
|---------------------|----------------------|
| Air lndla (dom)     | 1.2                  |
| (inBfishfr Airlines | 1                    |
| lndiGcr             | I                    |
| 60 Alr              | a                    |
| spic€               |                      |
| letLil,o            | .1                   |
| JetAkwayg           | 19                   |
|                     | 44                   |

| )ct'12             | 5tarl Mlsbehaviour   |
|--------------------|----------------------|
| air rndla idom)    | 1                    |
| Kingfiihet Aidinet |                      |
|                    | 1                    |
| Go Air             | c                    |
| Spice              | 10                   |
| JetLire            | 3                    |
| ,et Airwa!,s       | 19                   |
|                    | 40                   |

| Oac'12               | tta ff Mi5beha,/iour   |
|----------------------|------------------------|
| Air lndia idonr)     | ll                     |
| KingFiiher .Airlltes |                        |
| lndi6o               |                        |
| 60 Ai,               | 0                      |
| Spire                | 13                     |
| letlite              | d                      |
| Jet Arrways          | 1B                     |
|                      | 54                     |

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| ian-12             | Staff Mjrbeh.vi;Ur   |
|--------------------|----------------------|
| ,:x.tndia /doml    | 14                   |
| I,ngfishelAlrliner |                      |
| IndtGu             | o                    |
| Go AIr             | .t1                  |
| )prceJet           | 0                    |
| JetLite            | B                    |
|                    | B                    |
| l!!Ilyell          | 27                   |
|                    | 74                   |

| .!!:.Lu.' 5t{Misbeh;;;   |
|--------------------------|
| Air lndia (dorn)         |
| 11 ft,Sfir1,e,. eiAinei  |
| I indiGo                 |
| 1 0o Air                 |
| )pr(eJet                 |
| 6 .lottite               |
| Jet Airways              |
| 33                       |
| 68                       |

| luD,12             | 5taft tvtisberrara6   |
|--------------------|-----------------------|
| eir tn<ira {rlorni | t7                    |
| KingfisherAi/lines |                       |
| lndi6o             |                       |
| 60 Air             |                       |
| Spice              | 0                     |
| Jettife            | 9                     |
| ./et               | 6                     |
| Aily!$             | 24                    |
|                    | 66                    |

| ..slt.tt staft rvti*iehavroT   |
|--------------------------------|
| air lndia (4ory,               |
| Kingfishel Ai.tin;a            |
| 1                              |
| Spice 0                        |
| lerlite 6                      |
| let AiIway5 3                  |
| 1.7                            |
| 35                             |

| lurl" l2 Idl!!lrehavrorrr   | lurl" l2 Idl!!lrehavrorrr   |
|-----------------------------|-----------------------------|
| Air lndia (dom)             | L7                          |
| (int,jshe{ Airlines         | 3                           |
| ndi0o                       |                             |
| 60 Alr                      | 1                           |
| 5plce                       | 0                           |
|                             | I                           |
| JetLite                     | 6                           |
|                             | 24                          |
|                             | 66                          |

| Oct"i2 5t! MisbehAvio;   |
|--------------------------|
| lr,_!!lg.l&or) ,,/       |
| Kingfither Air,ine;      |
| ,ndi6o                   |
| 1                        |
| o                        |
| 10                       |
| JetLite                  |
| :.j ,erlI[aI_            |
| 19                       |
| 40                       |

<!-- image -->

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| ,ar-12               | 5talt llistet,.r*i7   |
|----------------------|-----------------------|
| !rn,lfldio id,)ml    | L4                    |
| n,')gfishrx Alf,rne< |                       |
| lndl6o               |                       |
| Go Al.               | -_:: r.1              |
| rrpr(etet            | 0                     |
| JetUte               | I                     |
| Jet Airw-,ye         | B                     |
|                      | 27                    |
|                      | 74                    |

| Sep- 12             | slrlllltsbeffi;   |
|---------------------|-------------------|
| Arr lndia (donr)    | I                 |
| (in0fishg: Airtines | 1                 |
| lndi6o              | 4                 |
| Go Air              |                   |
| Spice               |                   |
| ertile              | c                 |
| .let Airway5        | 3                 |
|                     | '.]               |

| Nov-12             | Stait MisbehaU0ur   |
|--------------------|---------------------|
| Ak lodia {dom)     | 10                  |
| (ingfisher Aklines |                     |
| lndi6o             |                     |
| Go Air             | .:,                 |
| Spice              | l,i                 |
| .lctL.ite          |                     |
| l!!Air.q:          | zct                 |
|                    | .1ti                |

<!-- image -->

| Fe!-12                              |
|-------------------------------------|
| Staff Misbehavi;; l)t..i!!bldoni) 8 |
| {irrgfirhqr Airtines                |
| 10 lndi6o                           |
| 2                                   |
| Go /\ir 0                           |
| 5prcej€t                            |
| lettite 1                           |
| 9                                   |
| 27                                  |
| 63                                  |

| 4.9:12 Staff Mtsbehaviour   | 4.9:12 Staff Mtsbehaviour   |
|-----------------------------|-----------------------------|
| Air hdia (d9m)              | 9                           |
| (lnBfi5her Air|lheg    | 6                           |
| lndiGo                      |                             |
| Go Air                      | 0                           |
| Spice                       | 0                           |
| letLite                     | r.q                         |
|                             | )                           |
| Jel A,r,ravs                | 27                          |
|                             | s3                          |

| )u^-L?- Staff Mis6o6.u;ou|,   | )u^-L?- Staff Mis6o6.u;ou|,   |
|------------------------------------|------------------------------------|
| Air lndia {dom)                    | 7?                                 |
| Kjntfi5her Airlile5                | 3                                  |
| ,ndi0o                             |                                    |
| Go AJr                             | 7 0                                |
| 5plce                              |                                    |
| JetLite                            | I                                  |
| ,et Airwav!                        | 6                                  |
|                                    | 24                                 |
|                                    | 56                                 |

| A!!:L4                                  |
|-----------------------------------------|
| Stati Visbehaviour Air lfldia (dom) 1.2 |
| (inBrBher Airlinee 1                    |
| l0diGo I                                |
| G.r Alr t)                              |
| Spice                                   |
| JetLite .1                              |
| .let Anwayl 1.9                         |

| Dec.12 Stall Mirbehaviour   |
|-----------------------------|
| 4ir lndia (dorn) 1l         |
| (inBFirhcr Airltnes         |
| lndiGo                      |
| 2 Go Air 0                  |
| 5pice                       |
| 13 i1]tLite                 |
| let Ai.ways .tB             |
| 54                          |