NEW DELHI, Aug 27:
A large chunk of air travellers have been resenting problems relating to delayed flights and customer services of various airlines, though official data showed substantially less number of complaints in July compared to June.
The number of complaints received by aviation regulator Directorate General of Civil Aviation (DGCA) in July was 581 compared to 900 in June, official data showed.
Almost 30 per cent of passenger complaints related to troubles with flight cancellations or delays, while about 25 per cent of passengers expressed discontentment over customer services of various airlines, the July data showed.
The percentage of complaints about staff behaviour in July was 11.5 per cent, compared to 7.9 per cent in June.
While lost baggage complaints totalled over 18 per cent in July, it was 23 per cent in the previous month.
Officials said these complaints have led the DGCA to tighten the screw on airlines, especially on checking instances of rude or unhelpful behaviour of their staff at airports and in the aircraft.
The air carriers have also been told to improve quality of service particularly when the flights have been delayed or cancelled, they said, adding they have been asked to follow the laid-down guidelines about provision of snacks in case of delays and accommodation in case of last-minute cancellation.
Air India topped the list with the maximum of 213 complaints, followed by SpiceJet with 129 and IndiGo with 92. They were followed by GoAir with 81 and Jet Airways 61 complaints, the sources said.
However, they added that the number of complaints have to be seen in terms of the number of flights any airline, including Air India, operated daily.
The officials also pointed out that there was a tendency among some airline staffers not to register complaints, saying stern action could be taken against the staff or the airline if such instances come to notice.
The surprise checks being carried out by the regulator on a regular basis at times also focussed on such issues, they said.
On flight cancellations, they said the maximum cases related to technical trouble with aircraft, which stood at 39.2 per cent of the total cancellations. However, the rate of cancellation in July has been only 0.79 per cent, compared to 0.87 in June, the data showed. (PTI)
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