Air India faces maximum passenger complaints


New Delhi, Aug 27 (PTI): Air India tops the list of passenger complaints lodged against Indian airlines in July this year, followed by no-frill carrier SpiceJet, official data shows.

Most air travellers, who have lodged complaints against the airlines, complained of problems relating to delayed flights and their customer services.

While Air India topped the list with the maximum of 213 complaints, it was followed by SpiceJet with 129 and IndiGo with 92. These carriers were followed by GoAir with 81 complaints and Jet Airways 61, the data for July showed.

The least number of complaints -- three and two -- were registered against new carriers AirAsia India and Air Costa respectively.

Officials said these complaints have led the DGCA to tighten the screw on airlines, especially on checking instances of rude or unhelpful behaviour of their staff at airports and in the aircraft.

The air carriers have also been told to improve quality of service particularly when the flights have been delayed or cancelled, they said, adding they have been asked to follow the laid-down guidelines about provision of snacks in case of delays and accommodation in case of last-minute cancellation.

However, they said that the number of complaints have to be seen in terms of the number of flights any airline, including Air India, operated on a daily basis.

They also pointed out that there was a tendency among some airline staffers not to register complaints, saying stern action could be taken against the staff or the airline whenever such instances came to notice.

Surprise checks being carried out by the regulator on a regular basis at times focused on these issues, they said.

The data, however, also showed that substantially less number of complaints were registered with the Directorate General of Civil Aviation (DGCA) in July compared to June. The number of complaints in July was 581, while it was 900 in 900 in June.

Almost 30 per cent of passenger complaints related to troubles with flight cancellations or delays, while about 25 per cent of passengers expressed discontentment over customer services of various airlines, the July data showed.

The percentage of complaints about staff behaviour in July was 11.5 per cent, compared to 7.9 per cent in June. While lost baggage complaints totalled over 18 per cent in July, it was 23 per cent in the previous month.

On flight cancellations, they said the maximum cases related to technical trouble with aircraft, which stood at 39.2 per cent of the total cancellations. However, the rate of cancellation in July has been only 0.79 per cent, compared to 0.87 in June, the data showed.

  

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Comment on this article

  • simon , Mangalore

    Fri, Aug 29 2014

    mr joe gonsalves r u sure that you comment on air india express only ...i have doubt....
    you never found arrogant air hostess, bed buck , mosquito etc......

    DisAgree Agree Reply Report Abuse

  • marwath,

    Fri, Aug 29 2014

    Ya very true..dey don't speak politely to the passengers n don't even help passengers who hv infants ....Air hostess r very rude...

    DisAgree Agree [2] Reply Report Abuse

  • Simon, Bangalore

    Thu, Aug 28 2014

    No surprises there.. well done!!

    DisAgree Agree Reply Report Abuse

  • RAFEEQ, DUBAI

    Thu, Aug 28 2014

    congratulation....kabhi nahi sudharega....

    DisAgree Agree [2] Reply Report Abuse

  • Bharath , Mlore/Kwt

    Thu, Aug 28 2014

    All people who spit venom about AIr India as well as people pleading for Kwt -Mlore flights..please note that Kwt-Mlore flights will resume frm oct 27th.

    DisAgree [13] Agree [3] Reply Report Abuse

  • Sachidanand Shetty, Mundkur/Dubai

    Thu, Aug 28 2014

    I am surprised that our People still have complaints to make further complaint against Air India!!!! Let them talk about the good things in Air India

    DisAgree [7] Agree [9] Reply Report Abuse

  • Wilson Monteiro, Bankal/Chikmagalur

    Thu, Aug 28 2014

    Congratulations Air India.....!!!!!
    you are the best in the category of awards keep it up.......!!!!!!! looking forward for your worst services ahead......

    DisAgree [5] Agree [24] Reply Report Abuse

  • Vincent, Mangalore

    Thu, Aug 28 2014

    Well look at the better side. At least Air India is No 1 in some categories!

    DisAgree [3] Agree [29] Reply Report Abuse

  • Navin Rego, Bejai / Qatar

    Thu, Aug 28 2014

    This piece of news is no surprise at all. I think Mangalore City buses are better than AI Express flights. Very poor quality maintained within the flights. The seats are totally worn out, the tray tables unclean, the window glasses have stains, etc etc etc etc.

    DisAgree [5] Agree [26] Reply Report Abuse

  • Jossey Saldanha, Mumbai

    Thu, Aug 28 2014

    Air India Ke Acche Din Aa Gaye ...

    DisAgree [5] Agree [18] Reply Report Abuse

  • joe Gonsalves, Mangalore

    Thu, Aug 28 2014

    It is a matter of regret that The National Airline should be rated as number one in terms of customer complaints.

    However it is good to know that The Director General of Civil Aviation is taking a serious note of the lapses etc. on the part of the airlines staff.

    I have been a regular traveler within the country and also have undertaken several international flights and and have to state that I have no complaints against Air India.

    Joe Gonsalves

    DisAgree [8] Agree [4] Reply Report Abuse

  • Oliver, Mangalore

    Thu, Aug 28 2014

    Thank God :) It's only July's Data.

    Other wise hundreds of people might have demanded the Resignation of Aviation Minister by this time. :)


    Regards,
    Oliver

    DisAgree [5] Agree [4] Reply Report Abuse

  • Roshan, Abu Dhabi

    Thu, Aug 28 2014

    "Best air liner in the world" even KSRTC bus can get more appreciation than this latari airliner

    DisAgree [4] Agree [14] Reply Report Abuse

  • Latif Mapal, Jeddah

    Thu, Aug 28 2014

    KSRTC is better then air india if we fly by road KSRTC really helpful onetime reach and if night service they call before reach 5mnt get ready etc...

    DisAgree [4] Agree [8] Reply Report Abuse

  • James Peter DSouza, Mulky/Abu Dhabi

    Thu, Aug 28 2014

    How come Jet air is back. We have seen maximum people complaining against them

    DisAgree [6] Agree [8] Reply Report Abuse

  • kt, mangalore

    Wed, Aug 27 2014

    Majority of the people who complained on AI seems NRIs who traveled first time in flight & never used other airline.

    DisAgree [9] Agree [5] Reply Report Abuse

  • Imthiyaz, Basrur

    Wed, Aug 27 2014

    Wel done ... keep it up. . Air india you deserve the first place.

    DisAgree [4] Agree [9] Reply Report Abuse

  • Achhu, M,lore

    Wed, Aug 27 2014

    Congratulations to AIR INDIA

    DisAgree [7] Agree [34] Reply Report Abuse


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