In a recent survey, alarming findings have emerged, shedding light on the declining comfort levels experienced by passengers traveling with Indian Airlines. The report indicates that an overwhelming 9 out of 10 flyers believe that airlines have compromised on comfort and made cutbacks in the last two years, raising concerns about the state of India’s aviation sector.
The survey, conducted by LocalCircles, revealed that 88% of respondents encountered one or more issues during their flights in the past 24 months. The largest group of dissatisfied passengers, comprising 39%, expressed dissatisfaction with in-flight services, including meals and entertainment. Boarding and check-in procedures, as well as baggage handling, were reported as problematic by 35% of respondents. Additionally, 9% cited issues with airline staff behavior both inside the flight and at the airport.
The percentage of passengers who perceive a compromise in passenger comfort and cost-cutting measures by airlines has surged from 78% in the 2022 survey to a concerning 88% in the 2023 survey.
The survey identified common issues faced by passengers, including instances of overbooking and denial of boarding, often resulting in unpleasant encounters with airline staff. This highlights the urgent need for improved practices and enhanced customer service within the aviation sector.
The report stated, “Many fliers continue to believe that the aviation regulator has largely been ignorant of airline customer service shortfalls that they regularly experience and that it must ensure better services and behavior of airline staff and faster escalation mechanisms that are available in real-time to passengers.”
These survey results underscore the immediate imperative for airlines to address passenger concerns, enhance service quality, and elevate the overall flying experience.
