Thursday, August 23, 2018

Air India flies low on customer satisfaction while Indigo soars high

New Delhi: It is not just Air India's financial report card, which has a huge debt of nearly Rs 50,000 crore sitting on its balance sheet, that looks grim. The national carrier's performance report card too fails to shine.

During the month of July 2018, the most number of passenger-related complaints against domestic airlines in India were against Air India. The airline was followed by Jet Airways/Jetlite.
The number of people who faced cancellations or were denied boarding was highest for Air India. This operational failure weighed heavy on already financially ailing airline to the tune of Rs 72.42 lakh as Air India worked on re-booking, rescheduling, hotel accommodation and refunds. For Jet Airways, the amount of compensation for the same stood at Rs 43.06 lakh.

Apart from this, Air India spent Rs 80.20 lakh as compensation for delays, more than half of total compensation paid by all domestic airlines combined.

Only 6 passengers were affected by being denied boarding Indigo flights while no passengers were denied boarding by Go Air. The two airlines also escaped financial liabilities arising due to cancellations.
23/08/18 Upasana Jain/India Today

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