According to a report released by the Directorate General of Civil Aviation, the main concerns of the 246 passengers who filed complaints against domestic scheduled airlines in September related to flight problems, baggage issues, and refund issues.
ANI reported that the air traffic report published by DGCA stated, “During the month of September 2023, the scheduled domestic airlines received a total 246 complaints related to passengers.” The number of complaints per 1,000 passengers carried in September 2023 was around 0.20.
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According to the report, flight problems accounted for the majority of complaints, with 41.9 percent. Baggage issues followed at 19.9 percent, and refund concerns at 15 percent. Flight problems were the most common cause of complaint.
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The report also indicated that 242 out of 246 complaints were successfully resolved.
There is a significant rise in complaints about staff behavior and customer service compared to August. In August, 5.9 percent of complaints were related to customer service. Now that number is 10.2. In August, there were only 2.4% of complaints about staff behavior. Now that number has risen to 4.9%.
The DGCA report also revealed that the majority of complaints were related to staff behavior, accounting for 4.9 percent of complaints. It is worth noting that only a small fraction of complaints, namely 0.4 percent, were related to fares.
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In September, 663 passengers were denied board, and airlines spent Rs71.52 Lakhs on compensation and services. Forty thousand nine hundred forty passengers also suffered due to flight cancellations, and airlines spent Rs128.70 million on payment and services. Airlines spent Rs149.46 Lakhs on facilitation and compensation for 123063 passengers affected by delays.
In the report, it is stated that Spicejet (55), followed by Air India (54), received the most complaints.
Also read: Mumbai Airport expands flight operations and introduces new international destinations this winter.
ANI reported that the Ministry of Consumer Affairs had expressed concerns about possible unfair trade practices in the airline industry and among online travel agencies.
Rohit Kumar Singh pointed out that, over the last year, the National Consumer Helpline had received around 10,000 complaints about the airline industry.