Airlines, along with airports, should be made more accountable for baggage handling and timely delivery, according to a national survey carried out by LocalCircles.
The survey said that two in five fliers surveyed have had an experience in the last years years where the airline(s) had delayed their baggage or lost it.
Besides, one in two fliers surveyed said their checked-in luggage was damaged at least once.
As per the survey, the experience with customer service of the airline(s) and their responsiveness has been rated as poor or worse by one in four fliers surveyed.
However, in comparison with the survey done in 2022, the percentage of fliers who had a bad experience with the airline(s) customer service has reduced from 50% to 24%.
The survey report added that air travel appeared to have become cumbersome as compared to other modes of travel.
It pointed out that recently, the Bureau of Civil Aviation Security (BCAS) had directed seven major Indian airlines to step up their manpower to streamline and improve baggage delivery at airports before February 26, 2024, or they could face additional regulatory action.
The move comes after several complaints from unhappy passengers on social media and other platforms.
“It is good that the Bureau of Civil Aviation Security (BCAS) has taken note of the passengers’ woes aired on social media and has been proactive,” the survey report said.
“LocalCircles hopes the government will move forward, make the airlines more accountable and ensure fliers are not faced with undue harassment. Airports also have to be more responsive to customer care and handle baggage more efficiently,” it said.