Unhappy fliers: Complaints registered per 10,000 passengers stood at 6.2, 4.2 and 4.4 in December, November and October, respectively
SpiceJet may have clamped down operations, delayed and cancelled flights over the last couple of months, official data, however, shows that it is GoAir which has topped the list of number of complaints made by passengers against Indian airlines over the last three months.
The number of complaints registered per 10,000 passengers against GoAir stood at 6.2, 4.2 and 4.4 in December, November and October respectively, significantly higher than industry average of 1.6-2.1 recorded in the same period. In December, for one, the number of complaints per 10,000 passengers registered against SpiceJet were lower by 50 per cent when compared with GoAir at 3.1.
In terms of absolute numbers, last month complaints against SpiceJet did increased to 210 (from 142 in November and 121 in October) mostly on account of flight problems; but it is GoAir which overtook Air India (domestic) to record the highest number of complaints made by passengers. The national carrier had topped the list with 226 and 341 complaints registered against it in November and October respectively.
Of the total of 1,322 passenger complaints registered in December, as many as 371 complaints were made against GoAir. Customer service emerged as a key area of concern among passenger flying GoAir with as many as 187 complaints filed in the category. In November too, of the 220 complaints registered against GoAir, 134 were on counts of poor customer service. An email sent to GoAir seeking comments on the matter remained unanswered at the time of going to press.
GoAir was followed by Air India (250 complaints), IndiGo (241 complaints) and Jet Airways (230 complaints) in December. Most fliers, who lodged their complaints, were dissatisfied due to poor customer service offered by airlines (412 complaints), flight problems (346 complaints) and baggage (257 complaints).
Interestingly, the least number of three and 12 complaints were registered against new carriers Air Costa and AirAsia India in December. With the number of complaints registered by passengers going up from 933 in November to 1322 in December, the DGCA is strictly monitoring 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, officials 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.