Lost baggage tops flier complaints

Frustrated over the airline losing your baggage for the nth time? You’re not alone. More than a fifth of air passenger complaints last month were of lost baggage, followed by airline staff being rude, according to nation-wide data released by the civil aviation ministry on Friday.

Frustrated over the airline losing your baggage for the nth time? You’re not alone. More than a fifth of air passenger complaints last month were of lost baggage, followed by airline staff being rude, according to nation-wide data released by the civil aviation ministry on Friday.

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This is the first time that the ministry has taken stock of passenger grievances. Of the 1,078 complaints recorded, 22 per cent were from passengers who had lost their baggage during transit. The next common complaint, accounting for 11 per cent of grievances, was of airline staff — both crew and ground — being uncooperative.

Almost 40 lakh people flew domestic airlines last month. Baggage loss is one of the greatest passenger inconveniences, with 25 million bags being lost across the globe during transit last year, according to the International Air Transport Association. Though the most common passenger problem, compensation for lost baggage is not part of the government’s new policy on passenger rights.

The Air Passenger Association of India had pointed out these gaps when the policy was being drafted. “Baggage loss is the most common problem. How can the regulator ignore it,” the president Sudhakar Reddy asked.

The policy, which came into effect on August 15, only helps passengers stranded because of denied boarding, flight delays and last-minute cancellations. Last month airlines compensated 52,000 such travellers. Despite several attempts the ministry spokesperson did not respond to our calls.