Thursday, May 20, 2021

Air passengers were peeved over refunds in April

Bangalore : Domestic air travel in April may have declined by 27 per cent compared to March, but passenger complaints rose substantially, thanks to refund-related problems faced by most passengers. With the second wave hitting the country during April, lockdowns and curfews were enforced in many states, leading to flights being cancelled more often than not.

According to the Directorate General of Civil Aviation (DGCA), a total of 399 passenger-related complaints had been received by the scheduled domestic airlines in April. Of these complaints, a majority of them --75.9 per cent -- were related to refunds. This has been the highest percentage for complaints so far.

In March, 65.7 per cent of the complaints were refund-related. Likewise, it was 54.6 per cent in February, and 41.3 per cent in January.

However, the highest number of refund-related complaints during the pandemic was in July last year (87 per cent). Though April recorded a huge increase in the number of complaints, the report states that a majority of them have been addressed by the airline.

“The major reasons for complaints are refunds. Airlines have received a total of 399 complaints, out of which 374 (approximately 94 per cent) have been addressed,” it stated.

The other reasons for passenger complaints were customer service (7 per cent), baggage (6 per cent), flight problems (5.3 per cent), staff behaviour (3.8 per cent).

Maximum number of complaints was filed against Air India followed by SpiceJet and Trujet.

The Airport Economic Regulatory Authority of India (AERA) has issued a consultation paper to determine the tariff of Bharat Stars Services Private Limited (BSSPL), the company providing fuel to aircrafts at the Kempegowda International Airport. 

20/05/21 Bangalore Mirror

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