Question : Incidents of Misbehaviour at Airports

(a) whether Air India official misbehaved with a Member of Parliament for no valid reason recently, if so, the details thereof and action taken thereon;

(b) whether it is true that manhandling of air passengers by airlines staff are on increase now a days if so, the number of such cases during the current year, airlinewise;

(c) the details of complaint received by the passengers regarding misbehaviour by airlines staff and the quality of food served to them in the flight during last three years and the current years especially IndiGo and Jet Airways airline; and

(d) the total number of complaints received from the consumers against airlines companies during the last three years and the current year, airline company-wise and the details of action taken thereon?

The Minister of State in the Ministry of CIVIL AVIATION
(Shri Jayant Sinha)

(a) : Hon''ble MP, Shri Prahlad Singh Patel was booked to travel by AI 9617 of 22nd February, 2018 from Delhi to Jabalpur, STD was 1535 hrs. ETD was revised to 1800 hours. There was a delay of 187 minutes due to aircraft change due technical reasons. There was no remark in the PNR regarding his VIP status. Hon''ble MP had gone to AI Lounge along with another passenger where after a conversation with Manager of AI Lounge, he was politely refused as he was holding Economy Class boarding card. After knowing the status of Hon''ble MP, he was apprised that while he can sit in the lounge, the other accompanying passenger would be required to pay.;;

(b) & (c) : No such analysis has been carried out by Directorate General of Civil Aviation (DGCA). However, one incident with regard to manhandling of air passengers by airlines staff came to the notice of DGCA in the recent past. Through social media, it has come to the notice of DGCA that one of the passenger who travelled by Indigo flight 6E-487 was manhandled after deplaning in the operational area at IGI Airport, New Delhi on 15.10.2017. DGCA has constituted a two member committee to investigate the occurrence. The investigation report has revealed that conduct of M/s Indigo staff was discourteous who indulged in fighting with the passenger. No complaints in respect of Jet Airways substantiating misbehaviour by their staff has been received by DGCA.;;

Serving of food on board is the commercial practice of the airlines and Government does not interfere with the commercial aspect of the airlines. ;

(d) : Airline wise details of passenger complaints, as submitted by the scheduled airlines, during the period 2015, 2016, 2017 and 2018(up to January) as a part of monthly submission of traffic data is placed at Annexure. All these complaints have been redressed by the airlines.