The Ministry further said that out of 12 crore people who flew domestically in 2017, they have received less than 10,000 complaints.
A day after Parliamentary Standing Committee for Transport slammed IndiGo staff for rude behaviour, the Ministry of Aviation on Saturday said that the “Ministry and entire aviation ecosystem have been working pro-actively to offer the passenger the highest levels of service and address consumer grievances.” The Ministry further said that out of 12 crore people who flew domestically in 2017, they have received less than 10,000 complaints. “Ministry partnered with key stakeholders to establish AirSewa platform & other modes of offering assistance to passengers. Heartening to note that of around 12 crore pax that flew domestically in 2017, we received less than 10,000 complaints overall.” Yesterday, the Parliamentary Standing Committee had laid down a report on the issues related to improving Airlines. Welcoming the report, the Ministry said that the Committee’s report has underlined consumer service issues and the matter of higher prices for last minute travel purchases. “Ministry of Civil Aviation welcomes Department-related Parliamentary Standing Committee on Transport, Tourism & Culture’s 256th Report on “Issues Related to Improving Consumers’ Satisfaction of Airlines”
Yesterday, the Parliamentary Standing Committee had condemned the recent incident in which IndiGo staff had manhandled a passenger. A video had surfaced showcasing a fight between the IndiGo staff and a passenger in November 2017. The Parliament had produced a report to improve consumer satisfaction of airlines in the Rajya Sabha The Committee had also taken note of the exorbitant airfares charged during festival seasons. The Committee also noted that there were many incidents of manhandling, discourteous and rude behaviour by airlines staff. Committee also took notice of long queues at the check-in counters because of which passengers miss their scheduled flights. Further, this forces the passenger to buy the tickets at high prices.
As per CNN News 18, the panel stated that “the attitude of the staff towards passengers is very condescending. It has further asked them to train its staff to improve passenger satisfaction.” The report further added, “The crew should be trained to be more polite than saying ‘please’ or ‘thank you’. The passengers expect a civilized behaviour from the cabin crew and the ground staff as the salaries to the cabin crew and ground staff are paid from the income earned from the passengers.”