Saturday, November 11, 2017

Indigo incident: A look at complaints received, grievance redressal ratio across airlines

Two incidents within a week — one involving a passenger who was pinned down by airline staff and another in which an ace shuttler alleged misbehavior by a crew member — have sharpened the focus on the aviation industry's relationship with the flyer.

Using data from monthly statistics released by the Directorate General of Civil Aviation, we take a look at complaints received by popular airlines and how they are addressed.

Air India had the highest monthly average of 2.2 complaints per 10,000 passengers among popular airlines, data since January 2016 show. Indigo Airlines had the lowest average.

Air India also has the lowest complaint-closure ratio among all airlines
But overall, the number of complaints have come down this year after reaching a peak in the months following demonetisation.

Typically 6-12% of complaints, each month, are related to "staff behaviour"
11/11/17 Srinivasan Ramani & Vignesh Radhakrishnan/The Hindu