New Delhi: Air India has made life tough for India's private airlines with its last-minute Rajdhani-type fares, but when it comes to customer service it lags these very airlines by a wide margin. The latest data put out by the DGCA for June shows that Air India tops passenger complaints, lags every other domestic airline in on-time performance at the country's busiest four airports and had to compensate almost 30,000 passengers in June alone for delaying domestic flights beyond two hours.
This is two-and-a-half times more than the number of passengers affected by a similar problem with market leader IndiGo, in the same month, at about 12,000. What Air India gains in terms of cheaper fares, it seems to be losing in the form of passenger goodwill.
Not just DGCA data, feedback from passengers is also telling Air India that it needs to pull up its socks. On an average, the airline flies about 50,000 passengers every day. Though only a handful bother to give feedback via those ubiquitous leaflets hanging out of seat pockets, those passengers who did take the trouble earlier this month were not too kind. So the airline got only 55 percent overall rating each on meal quality, washroom cleanliness and lounge experience. Passengers were asked to rate the airline on a scale of 1 to 4 and each of these three parameters got a rating of 2.2.
In other words, almost every second passenger was unhappy with all these parameters aboard an Air India flight. Cabin cleaning got more of a thumbs up, with a rating of 2.5 which translates to 62.5 percent. As per the DGCA data, the number of complaints against Air India in June exceeded those which were received against market leader IndiGo, Vistara, AirAsia India and SpiceJet together. Since customer service issues are almost a third of all complaints received against Indian airlines, it would be fair to say that there were most complaints in this regard from Air India last month among all domestic airlines.
26/07/16 Sindhu Bhattacharya/First Post
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This is two-and-a-half times more than the number of passengers affected by a similar problem with market leader IndiGo, in the same month, at about 12,000. What Air India gains in terms of cheaper fares, it seems to be losing in the form of passenger goodwill.
Not just DGCA data, feedback from passengers is also telling Air India that it needs to pull up its socks. On an average, the airline flies about 50,000 passengers every day. Though only a handful bother to give feedback via those ubiquitous leaflets hanging out of seat pockets, those passengers who did take the trouble earlier this month were not too kind. So the airline got only 55 percent overall rating each on meal quality, washroom cleanliness and lounge experience. Passengers were asked to rate the airline on a scale of 1 to 4 and each of these three parameters got a rating of 2.2.
In other words, almost every second passenger was unhappy with all these parameters aboard an Air India flight. Cabin cleaning got more of a thumbs up, with a rating of 2.5 which translates to 62.5 percent. As per the DGCA data, the number of complaints against Air India in June exceeded those which were received against market leader IndiGo, Vistara, AirAsia India and SpiceJet together. Since customer service issues are almost a third of all complaints received against Indian airlines, it would be fair to say that there were most complaints in this regard from Air India last month among all domestic airlines.
26/07/16 Sindhu Bhattacharya/First Post
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