Wednesday, November 13, 2019

DGCA to monitor passenger complaints, ensure timely redress

New Delhi: India’s aviation regulator plans to monitor all passenger related complaints to ensure they are redressed efficiently and in a time-bound manner.
A senior official at the the Directorate General of Civil Aviation (DGCA) told ET the move is aimed to empower the passengers at a time when air passenger ridership numbers are rising with many first-time fliers and carriers are adding new flights and routes to cater to the growing demand.
“We have a wing in the DGCA that monitors fares and it will now be tasked to check the closure of compla-ints filed with us or even on AirSewa, which is (the civil aviation) ministry’s portal to resolve consumer complaints,” the official said requesting anonymity.
The official said though the number of complaints are increasing not all of them are genuine. “Our intervention helps both ways—it ensures that the passenger complaint is addressed within time and also ensures the flier that they are being heard.”
Sources said DGCA director ge-neral Arun Kumar is keen to focus attention on fliers. The DGCA has, under his leadership, announced several other measures to empower the fliers.
According to DGCA data, scheduled domestic airlines received 701 passenger-related complaints in September. The number of complaints per 10,000 passengers carried in the month was 0.61.
13/11/19 Mihir Mishra/Economic Times

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