The Airports Authority of India has placed complaint/suggestion boxes at airports. Number of complaints received during each of the last three years including current year are 1569 (2008); 2503 (2009); 2220 (2010) and 2751 (2011). The complaints are addressed at the Airports by the concerned Public Grievance Officers/Airport Directors/Airport-In-Charges and the Public Grievance Officer (GM Level) at Corporate Headquarter monitors the process. Following actions are taken:
(i) Minor complaints are addressed on the spot.
(ii) Other service related complaints are forwarded to concerned process owner for necessary action. (iii) Public Grievance Officer (PGO) is informed by the concerned process owner about the action taken on the complaints.
(iv) Public Grievance Officer (PGO) evaluates the action taken by the concerned department and if he feels satisfied then the complaint is disposed of after sending a reply to the compliant.
(v) Complaints/suggestion related to infrastructure are evaluated and considered for suitable improvements.
(vi) Complaints related to other agencies like Airlines, Immigration, Customs etc. are referred to the concerned Heads of the agencies at the Airports for necessary action and reply to the complaints.
16/01/12 Press Information Bureau
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