Delayed flights, baggage delivery issues and poor food quality top the list of 933 complaints that the Ministry of Civil Aviation received through the newly launched Air Sewa app and web portal in the one month since it was launched in December.
While complaints against airlines are the main concern, passengers have also flagged bad service at airports including hassles at the security setup, handled by the Central Industrial Security Force (CISF).
Poor customer service (through call centres) and baggage issues – delayed, damaged and lost, featured prominently among passenger grievances even as staff behaviour on-board and at the airport as well as issues in getting refunds too ticked off passengers.
“This even includes complaints by passengers against Spicejet which played the national anthem in its flights after landing on Republic Day,” said an official.
Kalyan residents Rupesh Dwivedi and his wife Sonali were among the many who flagged the baggage delivery system at the Mumbai airport. While returning to Mumbai from Goa on January 25, the couple were shocked to see the condition of their two bags. “While one had two long cuts along the bag’s handle, another bag too was damaged,” said Dwivedi, 33, who works in the financial services sector. After not receiving satisfactory answers or help from Spicejet staff, Dwivedi has now lodged a complaint on the Air Sewa app.
28/01/17 Aditya Anand/Mumbai Mirror
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While complaints against airlines are the main concern, passengers have also flagged bad service at airports including hassles at the security setup, handled by the Central Industrial Security Force (CISF).
Poor customer service (through call centres) and baggage issues – delayed, damaged and lost, featured prominently among passenger grievances even as staff behaviour on-board and at the airport as well as issues in getting refunds too ticked off passengers.
“This even includes complaints by passengers against Spicejet which played the national anthem in its flights after landing on Republic Day,” said an official.
Kalyan residents Rupesh Dwivedi and his wife Sonali were among the many who flagged the baggage delivery system at the Mumbai airport. While returning to Mumbai from Goa on January 25, the couple were shocked to see the condition of their two bags. “While one had two long cuts along the bag’s handle, another bag too was damaged,” said Dwivedi, 33, who works in the financial services sector. After not receiving satisfactory answers or help from Spicejet staff, Dwivedi has now lodged a complaint on the Air Sewa app.
28/01/17 Aditya Anand/Mumbai Mirror
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