New Delhi: Tapan Mishra, an NRI holidaying in India, had spent a frustrating month trying to persuade Air India to replace his suitcase, damaged during transit.
But when he decided to try his luck by tweeting a complaint and tagging the junior civil aviation minister's official handle this week, he was pleasantly surprised to receive a reply within an hour. It said his complaint was being taken up with the airline.
Under instructions from Prime Minister Narendra Modi, the civil aviation ministry has begun responding to tweeted complaints from peeved flyers.
Officials said the practice started last week after Modi, at a cabinet meeting, asked all the ministers handling service-providing portfolios to follow the example of railway minister Suresh Prabhu.
Civil aviation ministry officials said that since minister Ashok Gajapathi Raju lacks a presence on the social media, his deputy Mahesh Sharma had been asked to handle the job.
The aviation ministry has one of the least active Twitter handles among the ministries.
"I have asked my staff to immediately respond to all actionable tweets that have been posted by tagging me, and follow up the complaints with the officials and airlines concerned," Sharma told The Telegraph today.
14/01/16 Sumi Sukanya/Telegraph
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But when he decided to try his luck by tweeting a complaint and tagging the junior civil aviation minister's official handle this week, he was pleasantly surprised to receive a reply within an hour. It said his complaint was being taken up with the airline.
Under instructions from Prime Minister Narendra Modi, the civil aviation ministry has begun responding to tweeted complaints from peeved flyers.
Officials said the practice started last week after Modi, at a cabinet meeting, asked all the ministers handling service-providing portfolios to follow the example of railway minister Suresh Prabhu.
Civil aviation ministry officials said that since minister Ashok Gajapathi Raju lacks a presence on the social media, his deputy Mahesh Sharma had been asked to handle the job.
The aviation ministry has one of the least active Twitter handles among the ministries.
"I have asked my staff to immediately respond to all actionable tweets that have been posted by tagging me, and follow up the complaints with the officials and airlines concerned," Sharma told The Telegraph today.
14/01/16 Sumi Sukanya/Telegraph
