As winter weather wreaks havoc on flight schedules across the country, a recent report from the Directorate General of Civil Aviation (DGCA) sheds light on the challenges faced by passengers. In December 2023, 712 complaints were filed, primarily centered around flight delays and refund-related concerns.
During the month, a total of 712 passengers lodged complaints about domestic flights, highlighting various issues, with flight delays and refund procedures taking center stage. The complaints per 10,000 passengers reached approximately 0.52, underscoring the significant number of passengers grappling with disruptions during their air travel. The majority of complaints, around 99%, have reportedly been resolved by the airlines, indicating proactive efforts to address passenger concerns.
Flight-related problems constituted the highest percentage of complaints at 61.8%, reflecting the struggles airlines face in maintaining punctuality amid adverse weather conditions. Refund-related issues accounted for 12.8% of the complaints, pointing to ongoing challenges in the refund process. Baggage-related problems contributed to 11.9% of the complaints.
The DGCA observed an improvement in refund-related complaints compared to November. While flight-related complaints increased from 39.4% to 61.8%, refund-related complaints decreased from 14.8% to 12.8%. Complaints related to employee behavior also saw a slight increase from 3% in November to 3.4% in December.
Leading the tally of complaints was SpiceJet, with 422 grievances filed against the airline. Air India and IndiGo followed with 68 and 65 complaints, respectively. Out of the total 347 complaints against SpiceJet, all but 7 have reportedly been resolved.
The DGCA has established rules for flight delays to ensure passenger rights are safeguarded:
- Airlines must provide food and drinks during delays.
- For delays exceeding 6 hours, passengers can opt for a full refund or an alternative flight.
- Flights delayed over 6 hours (between 8 pm and 3 am) require airlines to offer free accommodation.
- Free accommodation is also mandated for flights delayed over 24 hours.
The DGCA remains vigilant in monitoring and enforcing regulations to protect passenger rights and address concerns related to flight operations.
