(a) whether the incidents of misbehaviour with the passengers by the staff and pilots of the private airline companies are increasing continuously and if so, the details of incidents reported/received by the Government
during 2015-2019 and the current year along with the action taken by the Government on each such complaints; and
(b) whether any guidelines have been issued by the Government to airlines for developing a grievance redressal mechanism and if so, the details thereof?
The Minister of State (IC) in the Ministry of CIVIL AVIATION
(Shri Hardeep Singh Puri)
(a) The incidents of misbehaviour with the passengers by the staff and pilots of the private airline companies are decreasing continuously as evident from the details of the staff misbehaviour reported in the year 2015, 2016, 2017, 2018 & 2019, submitted by the scheduled domestic airlines which is a part of monthly submission of traffic data to DGCA, as follows:
Year No. of complaints against ;
Staff misbehaviour
2015 903
2016 834
2017 617
2018 453
2019 349;
Travel by air is a contractual agreement between airline and their passenger. Therefore, an aggrieved passenger has to lodge his/her complaint with the respective airlines. ;
(b) As per Civil Aviation Requirements (CAR), Section 3 - Air Transport, Series - M, Part I & IV, airline operators are required to appoint a Nodal officer and Appellate Authority to settle the passenger grievances in a stipulated time frame. Airline Operators are also required to conspicuously display the details of Nodal Officer and Appellate Authority on their respective website in a conspicuous manner and at key areas of the airport. ;
The Air passengers also have an option to lodge a grievance on the "Air Sewa" App or portal. Besides, the passenger has the liberty to take up the matter with any statutory body/court set up under relevant applicable laws.