A recent report from the Directorate General of Civil Aviation (DGCA) has shed light on the most common passenger complaints filed against scheduled domestic airlines in September. The primary issues highlighted in the report include problems related to flights, baggage, and refunds.
The DGCA report, which was released recently, reveals that in September 2023, a total of 246 passenger-related complaints were registered with scheduled domestic airlines. To put this in perspective, the number of complaints per 10,000 passengers carried for the month was approximately 0.20, indicating that while issues exist, they are relatively infrequent. The report further notes that out of the total complaints received, a significant 242 have already been successfully resolved.
However, the report also points to an increase in complaints related to staff behavior and customer service compared to the previous month. In August, customer service complaints accounted for 5.9% of the total complaints, a figure that rose to 10.2% in September. Similarly, complaints related to staff behavior increased from 2.4% in August to 4.9% in September. In the grand scheme of things, these numbers are relatively low, but they do indicate areas that airlines may need to address. The report discloses that customer service issues constituted 10.2% of the total complaints, while staff behavior accounted for 4.9%. Notably, only a very small fraction, specifically 0.4%, of the complaints were related to fare concerns.
In September, airlines denied boarding to a total of 663 passengers, incurring a cost of ₹71.52 lakhs for compensation and facilities. Similarly, flight cancellations affected 40,940 passengers, leading to airlines spending ₹128.70 lakhs on compensation and facilities. Delays caused inconvenience to a total of 123,063 passengers, with airlines allocating ₹149.46 lakhs for facilitation.
As per the report, Indigo received the highest number of complaints (61), followed by Spice Jet (55) and Air India (54). The Ministry of Consumer Affairs expressed concerns about potential unfair trade practices in the airline industry, highlighting the need for increased transparency and service improvement.
