Fewer complaints, but airfare turns into a big grouse for passengers

Airline passengers have filed fewer complaints during the year 2017-18 as compared to the previous fiscal. There were 7,919 complaints filed by the passengers, down 20% as compared to 9,820 complaints, a year before, according to the data released by Directorate General of Civil Aviation (DGCA).

On an average, 22 passenger complaints were lodged against all airlines every day in 2017-18, with maximum inconvenience faced, while travelling by Air India and Jet Airways.

On an average, seven out of 10 passenger complaints were against these two airlines in the last fiscal.

While, the passenger grievances against the state-owned airline has substantially increased since 2015-16, other airlines managed to reduce their share in the number of complaints lodged during the same period.

Most considerable improvement was seen in the case of budget carrier SpiceJet. The airline saw its share in number of complaints reducing from 13% in 2015-16 to 6% in the last fiscal.

Other major airlines such as Indigo and GoAir also managed to reduce the number of complaints against them.

Only 14% out of all complaints lodged during 2017-18 were against Indigo, despite having the highest market share of around 40%.

While national carrier Air India topped with maximum number complaints, but its redressal ratio is very poor as compared to its peers. Around 30% of the complaints raised against Air India are still unresolved.

The year 2017-18 also witnessed a sharp rise in complaints related to airfares.

Though only 10% of complaints were related to fares and refunds, there was a substantial rise in its share in overall passenger complaints in last three years. Fare and refund related complaints constituted around 7.4% in 2015-16.