Wanted: a charter for air passengers

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: gamut of services in the aviation industry. The AERA is unlikely to monitor airlines, or low volume airports or other service providers. Though most airlines/airports use complaints as the basis on which to improve their services, experience shows that some do not. Therefore, the possibility of monitoring passenger complaints by an organisation independent of the service provider ought to be considered.

The US department of transportation’s aviation consumer protection division is an admirable example in this direction. As a corollary, very few of the large number of new customers and passengers travelling by air in India are even aware of how and to whom they should write with their grievances and suggestions.

A suggestion book at the airports is a partial solution; a template of how to satisfactorily register grievances needs to be provided. It is time now for the ministry of civil aviation, which has provided an environment for the phenomenal growth in air traffic, to now push for the protection of the interests of final consumers—the air passengers themselves.