Civil Aviation Ministry recently launched Air Sewa mobile app.
The grievance redressal app has received over 3,200 complaints.
Ministry claims they have resolved 93% of grievances received.
Most of the air passengers in the country are troubled with airline fare and their refund process followed by flight delays and issues related to boarding and check-in, reveals data collected by Ministry of Civil Aviation’s (MoCA) through its integrated Air Sewa mobile app.
The grievance redressal app has received over 3,200 complaints related to airlines and over 1,100 queries in connection to airport infrastructure in nine months of launch. The ministry claims that they have resolved 93 per cent of grievances received by them.
Flight delays, refunds, long queues and lack of proper facilities at airports and complaints of lost baggage were the most common problems that the travellers faced. According to the ministry records, a maximum of over 918 complaints were received against ticketing fare and refund, 673 regarding flight delays and 467 complaints about lost baggage.
“A lot of passengers have approached us complaining about fare charged by the airlines, cancellation fee and delay in refunds,” said a senior official. The app allows the passengers to directly inform the ministry about their woes. Nodal officers are selected for all stakeholder agencies, who address the grievance in a time bound manner. So far each airlines and airport had their separate grievances cell, but now with this integrated service a passenger can raise their issues directly to the ministry. Nodal officers are appointed to redress their grievances in a time bound manner.
“With increase in flight volume, issues related to flight delays and exchange or missing baggage has also increased, but we have been able to resolve 95 per cent of such cases,” the officer said. Passengers have also made complaints related to staff and crew behaviour and the problems faced by disabled travellers. A lot of complaints were related to the quality of meal served on the flights (150 complaints), maintenance (50) and cleanliness (38).
Ministry officials claim that passengers had complaints with airlines who didn’t take their grievances seriously by terming it petty issues. Issues related to cleanliness, hygiene, seating and waiting areas, trolley, amenities, Wi-Fi and air conditioning were among the top grievances..
“The aim of this app is to give direct access to air passengers to get their grievances registered with the ministry following which airlines or airport are asked to fix it,” the officer said. The app on Google’s Play Store has so far attracted over 10,000 users, which MoCA claims is lukewarm.
However this digital initiative is being promoted and monitored by Minister of State for Civil Aviation, Jayant Sinha through his social media.
In the app, passengers can also complain by recording their voice and upload pictures. After submitting these details, the app displays a separate window with details of complaint. Once this process is complete, passengers get a reference number and the number of days the issue will be resolved. Passengers also can check flight status, departure gate and schedule between any of airports through the portal.
ALSO WATCH: Bomb scare after unattended bag found in Air India Delhi-Mumbai flight