Telling Numbers: In rising trend, 11,000 passengers filed complaints on domestic airlines last year

In 2019, the most common kind of complaint was those about flight problems, with over 5,000 complaints registered in this category. This was followed by complaints about customer service (2,268), baggage (2,228) and refunds (826).

In 2018, too, the highest number of passenger complaints was lodged about flight problems, at 2,435, followed by customer service (2,293) and baggage (2,151).

Source: Ministry of Civil Aviation

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The Ministry said that as per regulations, airlines are supposed to appoint a Nodal Officer and Appellate Authority to settle passenger grievances in a stipulated time-frame. Airlines are supposed to conspicuously display the details of the Nodal Officer and Appellate Authority on their website and at key areas of the airport.

If the passenger’s complaint goes unaddressed within a given period, he/she has the option of lodging their complaint at the “AirSewa” web portal or mobile application.