New Delhi: When it comes to complaints by air travellers, poor customer care service topped the charts followed by flight problems and baggage related issues.
According to the air traffic data released by the Directorate General of Civil Aviation for December
2018, Air India and Jet Airways faced most flak from passengers, while Vistara reported the least
number of complaints.
Various scheduled domestic airlines received 803 complaints in December 2018 of which nearly one-third were related to customer service.
The statistics released by the civil aviation regulator showed that of the 803 complaints in December last year, 32.5% were related to customer service, 30% regarding flight problems and 23.9% pertained to baggage claims.
Staff behaviour amounted to 4.6% of the complaints, while 2.2% air travellers flagged fares of
airlines as their concerns. Fares charged by airliners constituted 0.5% of the passenger grievances. Overall, eight airliners paid Rs 91.48 lakh towards facilities and compensation to 1,675 air travellers who were denied boarding on aircraft,Rs 44.01 lakh was paid towards facilities and compensation to 47,919 passengers for cancellation of flights, while Rs 125.71 lakh was paid to over 1.51 lakh passenger who were affected by delays.
At the four metro airports – Bengaluru, Delhi, Hyderabad and Mumbai – Go Air reported the best
on-time performance (83%) among scheduled airlines in December 2018 followed by SpiceJet
(77.9%) and Vistara (77.7%). At 72.3%, IndiGo ranked fourth in on-time performance followed by
Jet Airways (69.7%) and Air India (61.1%).
27/01/19 Sagar Kulkarni/Deccan Herald
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According to the air traffic data released by the Directorate General of Civil Aviation for December
2018, Air India and Jet Airways faced most flak from passengers, while Vistara reported the least
number of complaints.
Various scheduled domestic airlines received 803 complaints in December 2018 of which nearly one-third were related to customer service.
The statistics released by the civil aviation regulator showed that of the 803 complaints in December last year, 32.5% were related to customer service, 30% regarding flight problems and 23.9% pertained to baggage claims.
Staff behaviour amounted to 4.6% of the complaints, while 2.2% air travellers flagged fares of
airlines as their concerns. Fares charged by airliners constituted 0.5% of the passenger grievances. Overall, eight airliners paid Rs 91.48 lakh towards facilities and compensation to 1,675 air travellers who were denied boarding on aircraft,Rs 44.01 lakh was paid towards facilities and compensation to 47,919 passengers for cancellation of flights, while Rs 125.71 lakh was paid to over 1.51 lakh passenger who were affected by delays.
At the four metro airports – Bengaluru, Delhi, Hyderabad and Mumbai – Go Air reported the best
on-time performance (83%) among scheduled airlines in December 2018 followed by SpiceJet
(77.9%) and Vistara (77.7%). At 72.3%, IndiGo ranked fourth in on-time performance followed by
Jet Airways (69.7%) and Air India (61.1%).
27/01/19 Sagar Kulkarni/Deccan Herald
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