Question : HANDLING OF PASSENGERS BY AIRLINES

(a) whether the number of complaints received by the Government from passengers regarding rude and insensitive behaviour of many airline companies is increasing;

(b) if so, the details thereof;

(c) whether on 2nd January, 2010 the Go Air Airlines displayed extremely rude behaviour while dealing with passengers including MPs, patients and women at the Indira Gandhi International Airport informing the passengers of postponement of the Delhi-Indore flight only very late at night,did not make arrangement for lodging the passengers or for dropping them home and also refused to refund the money when passengers opted for cancellation of tickets;

(d) if so, the details thereof;

(e) whether the Government proposes to repeal the contracts awarded to such companies in future; and

(f) if so, the time by which the said step is likely to be taken?

MINISTER OF STATE (INDEPENDENT CHARGE) OF THE MINISTRY OF CIVIL AVIATION(SHRI PRAFUL PATEL)

(a)and (b):- Complaints of scheduled domestic airlines have been received from passengers regarding missing/lost baggage,refund of tickets in case of delays/cancellation, misbehaviour by airlines staff, denial of facilities like wheel chair,meals/snacks in case of delayed flights, etc. As per the available records, number of complaints received during the last two years i.e. 2008, 2009 and 2010 (till 16.2.2010) are as follows:

Airlines	No. of Complaints Received	2008	2009	2010(till 16.2.2010) 
NACIL(I)	01	05	Nil 
Alliance Air	Nil	Nil	Nil 
Jet Airways	09	29	05 
JetLite	13	13	01 
Air Deccan	20	09	Nil 
Kingfisher Airlines	05	24	04 
Spicejet	12	21	07 
Go Air	07	12	03 
Paramount	Nil	05	02 
IndiGo	09	19	08 
MDLR	Nil	12	01