Fliers’ complaints about poor service reach 6-month high in December

The data also showed that complaints had been steadily piling up between July and October

Air travellers’ complaints against poor service in domestic airlines in December were the highest in the preceding six months. According to data from the civil aviation ministry, 1,091 complaints were filed against 10 domestic airlines last month.

In December, misplaced or damaged baggage (28. %), flight problems (28%) and customer service (27.1%) collectively accounted for more than eight out of 10 complaints. (File photo)

The data also showed that complaints had been steadily piling up between July and October. Although there was a marginal drop in grievances, it again rose last month.

“The sudden spike in complaints in October is understandable since it is one of the peak travel periods. But the larger concern is the steady rise in passengers’ ire every month,” said a member of a government-appointed independent panel formed to address fliers’ issues. The trend shows little improvement in airlines’ services, the official added.

“The purpose of documenting such statistics is that airlines take note of it and better their services. We will take up the matter in the forthcoming meeting of stakeholders,” said a senior ministry official.

In December, misplaced or damaged baggage (28. %), flight problems (28%) and customer service (27.1%) collectively accounted for more than eight out of 10 complaints.

Rude airlines staffers, steep fare and refunds comprised the other prominent grouses, the data added.

Air India accounted for more than half the complaints reported in December with 552 grievances against the national carrier followed by Jet Airways (215) and IndiGo Airlines (148).

Except AI, all domestic carriers had resolved the complaints, the data added. The national carrier is yet to settle 175 grievances according to the data.