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DGCA to monitor passenger complaints, ensure timely redress

The move is aimed to empower the passengers at a time when air passenger ridership numbers are rising.

, ET Bureau|
Updated: Nov 13, 2019, 04.52 PM IST
Told airlines recently to resolve complaints on social media and process refunds in time.
New Delhi: India’s aviation regulator plans to monitor all passenger related complaints to ensure they are redressed efficiently and in a time-bound manner.

A senior official at the the Directorate General of Civil Aviation (DGCA) told ET the move is aimed to empower the passengers at a time when air passenger ridership numbers are rising with many first-time fliers and carriers are adding new flights and routes to cater to the growing demand.

“We have a wing in the DGCA that monitors fares and it will now be tasked to check the closure of compla-ints filed with us or even on AirSewa, which is (the civil aviation) ministry’s portal to resolve consumer complaints,” the official said requesting anonymity.

The official said though the number of complaints are increasing not all of them are genuine. “Our intervention helps both ways—it ensures that the passenger complaint is addressed within time and also ensures the flier that they are being heard.”


Sources said DGCA director ge-neral Arun Kumar is keen to focus attention on fliers. The DGCA has, under his leadership, announced several other measures to empower the fliers.

According to DGCA data, scheduled domestic airlines received 701 passenger-related complaints in September. The number of complaints per 10,000 passengers carried in the month was 0.61.

But the DGCA official said the complaints received through other modes were much higher and that there were complaints against service at airports too.

The Airsewa portal of the civil aviation ministry receives several complaints but not all of them are addressed in a time-bound manner.

Officials believe intervention from the regulator will expedite the whole process.

Last month, the DGCA had asked airlines to resolve passenger complaints on social media, provide them updates on delays and cancellations, and ensure that ticket refunds are processed on time.

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