Indian Airlines Industry has recently become one of the fastest-growing airlines industries in the world. They generate a huge amount of income and employment. There are about 450 airports and more than 1000 registered aircrafts in India today.
But nothing can ruin a holiday than diligently planning a whole trip with excitement, only to arrive disappointedly at the airport to find out that there is some glitch.
The most common airline complaints in 2019 was lost baggage. According to a recent survey, an average of 1 in 150 people have their checked baggage lost or left behind every year. The other common airline complaints include, promised refund not given, ticket/flight cancelled without prior knowledge, rude staff behaviour etc.
If you have faced these kinds of problems with your airline, you must have brought it to airline authorities' notice by complaining. In this article, we have mentioned India's famous airlines, and the types of complaints the airlines' passengers face with them.
FAMOUS AIRLINES IN INDIA
1. Go Air: Go Air has secured a spot in the list of best Airlines in India. It was founded in November 2005 by Jeh Wadia, an Indian industrialist. In October 2017, it was India's fifth largest airline and had a considerable market share of 8.4%. The airline is a fully-owned subsidiary of Wadia Group and started its operations in November 2005. The airline operates 230 daily flights to 30 significant destinations, which have 24 domestic and 6 international destinations. The airline has its hubs at Delhi, Mumbai, Bangalore, Kannur, and Kolkata.
2. Air India Express: Air India Express is an economical airline having its headquarters in Kerala. Airlines are operated by Air India Express Limited, a wholly-owned subsidiary of India's national carrier Air India. It runs around 649 flights per week to 33 Middle East and Southeast destinations. The airline has a fleet of aircraft 25 Boeing 737-800 and carries approximately 4.3 million passengers every year.
3. Spice Jet: Spice Jet is a low-cost airline having its headquarters in Gurugram, India. Initially, in 1994 it was established as air taxi provider ModiLuft and then later in 2004, it was renamed Spice Jet by an Indian entrepreneur and started its operation in May 2005. According to data in March 2019, Spicejet was the second-largest airline in India and had 13.6% of the market share in the number of passengers. Spicejet has a fleet of Boeing 737 and Bombardier Dash 8 aircraft. It operates 312 flights daily to 55 destinations, which include 7 international and 47 domestic destinations. Many flights are operated from Mumbai, Delhi, Kolkata, and Hyderabad.
4. IndiGo: Indigo was founded in 2006 by Rahul Bhatia and Rakesh Gangwal as a private company and had its headquarters in Gurugram. The airline had its first aircraft in July 2006, and it started its operations in 2016. By 2012 it became the largest Indian carrier, and in 2015 it went limited and issued a share to the public. Indigo has an immense fleet size in India and a maximum domestic share. Also, Indigo is the largest individual Asian low-cost carrier in passengers' carried and jet fleet size. Maximum flights of Indigo are operated from Indira Gandhi International Airport, Delhi.
5. Air India: Air India is a very own national carrier of India and was founded by J.R.D. Tata as Tata Airlines in 1932. It has its headquarters in New Delhi, and after the second world war, it became a public limited company. Afterward, it was renamed Air India and is owned by Air India Limited, a government-owned enterprise. With a fleet of Airbus and Boeing aircraft, the airline serves 94 international and domestic destinations. Air India has two sister companies Air India Express and Alliance Air, which operates in India and Asian destinations.
6. Air Asia India: Air Asia India started as a joint venture with AirAsia Berhad and Tata Sons. AirAsia Berhad has a 49% stake, and Tata sons have the remaining 51%. It started its operations on 12 July 2014 from Bangalore and has a market share of 6.5%. With a fleet of Airbus A 320-200 aircraft, it serves 24 destinations.
TYPES OF AIRLINES COMPLAINTS
Indian Airlines has seen one of the best growth among all airline industries of this world, but with all this growth and rapid development, our aviation sector has also experienced many kinds of turbulence.
Among 1000s of Indian airline companies, some of the most famous airlines such as AirIndia, Spicejet etc. have seen their customers regularly filing a complaint against them.
Some widespread airline complaints include rude behavior of staff, refund not given, and baggage lost. Apart from this, many airlines have faced aircraft turn-around times, which results in delays in flight for its passengers. Here are some common types of airline complaints:
1. Customer Service
In the past few years, many passengers of some highly reputed airlines have shared their experiences where they had to face the rude behavior of the airline's customer service representatives. Most passengers faced rude behavior, absent onboard services, and poor language skills from the airline's representatives in these kinds of complaints.
2. Flight Delay
In 2019, the Air Passengers Association president accepted that many airlines are facing aircraft turn-around time issues. These turn-around time issues are the main reason behind the delay of flights, which has left many passengers frustrated. Many top airline customers have reported that they were not informed about their flight's updated timings by the airline industry. Thus, failing to use emails or SMS services to inform their customers has made flight delays a pervasive and frustrating issue.
3. Booking and Refund
Another prevalent issue faced by many air passengers is related to airline industries' booking and refund conditions. The most-reported complaint under this category is the lack of flexibility in tickets where airline industries usually decline to refund the amount if something unexpected happens, such as illness or accident of a family member. Apart from this, many famous airlines are reported for being very slow in the procedure of a promised refund. Due to this, passengers have to struggle, and sometimes they are not appropriately compensated. Moreover in recent times of pandemic the most common consumer complaint was that passengers are not getting refund inspite of the fact that their flights were cancelled by the Airlines due to Covid-19 pandemic.
4. Lost Baggage
Lost baggage is one of the most frequently experienced and common issues faced by air passengers. The airline industries have ignored the inconvenience faced by their customers in case of misplaced luggage. For the past few years and indeed, it has left many passengers upset and disappointed. Many customers have claimed that their lost or misplaced luggage carried their valuables, urgent medications etc. but they have not been compensated appropriately by the airlines.
5. Cleanliness of Cabins
Many airline industries of today's time claim to be more aware of the cleanliness of their cabins, but many passengers of these airlines have actively reported their concern about cleanliness and hygiene. Apart from the poor condition of cabins, cleanliness of washrooms and dirty seats are also some of the most common issues faced by these airline industries' passengers.
Onboard catering has always remained a concerning area for airline industries, which directly results in the passengers' disappointment with the meals offered to them. Many passengers have been served the wrong food and the food quality has also remained low compared to passengers' expectations.
6. Hidden Charges
The bulk of customers' anger is aimed at low-cost airlines that have additional hidden charges that disturb the trip's budget. Such airlines have complicated ancillary fee rules which customers have to read.
7. Change of Aircraft
In recent years there is a trend among some customers where they specifically book preferred seats in preferred aircraft but they feel very dissatisfied when they come to know that they have to change the plane and their preferred seats have been changed.
How to resolve travel complaints?
1. File support ticket/send an email:
You can always contact airlines through their official website by going to their contact us section and by sending them an email. Customer service emails of some leading Airlines are:
Air India Express - firstname.lastname@example.org
Spice Jet - email@example.com
Go Air - firstname.lastname@example.org
Vistata - email@example.com
2. Call Customer support:
All these airlines have a 24*7 customer care number who are always willing to help the customer. To resolve these complaints, you can always call their toll-free customer service numbers. The customer care numbers of some of top airlines in India are :
Indigo Customer Care No. - 0124 617 3838
GoAir Customer Care No. - 1860 210 0999
AirIndia Customer Care No. - 1860 233 1407
SpiceJet Customer Care No. - 096540 03333
AirAsia Customer Care No. - 080 4666 2222
Vistara Customer Care No. - 092892 28888
AirCosta Customer Care No. - 1800-4250-0666
3. Report to the Directorate General of Civil Aviation (DGCA):
If the Airlines is not willing to help or acting aloof at any stage then the consumer can file a complaint with a Government Agency that oversees air travel. The Directorate General of Civil Aviation (DGCA) is the governing body overseeing air travel in India.
4. Send Legal Notice:
Consumers can send legal notices to Airlines in case it is unable to resolve his complaint. It is one of the efficient ways to handle the issue legally. Check below to know how to send a legal notice to Airlines?
Step 1: Firstly, get a legal notice drafted by a lawyer.
Step 2: Check it properly and make sure it is signed by lawyer.
Step 3: Keep a copy of it for future purposes.
Step 4: Send the legal notice to Airlines by registered post.
Step 5: Keep the slip or delivery report for evidence.
5. File consumer forum case:
Consumer forum deals with consumer complaints and you should approach the consumer forum if you feel that your rights as a consumer have been violated.
If Airlines is not responding to your complaints even after sending legal notice by a lawyer then you should file a case against it in a consumer court.
Here is how you can file a case in the consumer court?
Step 1: Intimate the aggrieved party via legal notice.
Step 2: Draft the consumer complaint
Step 3: Attach all the relevant documents and proofs to support your complaint.
Step 4: Select the appropriate court for filing the complaint.
Step 5: Pay the prescribed court fee that is required to be paid along with the complaint.
Step 6: Submit the case along with the affidavit & fees in the court.
Flying in an airline is often a memorable experience, but sometimes it can be memorable for all wrong reasons, and we have mentioned many of those reasons above. Once again to summarize, it is to be noted that the first point of contact should be the airlines itself. Customer satisfaction is as important to airlines as it is to other businesses.
The airlines have allotted separate ticket desks, lounges and baggage claim sections to help the consumers. If this does not solve the problem then the consumer should file a written complaint to the airline. This will act as a proof that you did something from your side in later stages and moreover put pressure on the airlines.
However if the consumer is still left stranded with nowhere else to go then the consumers can always file a consumer complaint at Voxya. We at Voxya, generally receive about 1000s of complaints related to these Airlines in a month.
So how do we actually resolve these airline complaints? We start a social media campaign and then send an email to the company to resolve the complaint amicably. Moreover if strict actions need to be taken then we draft a legal notice and send it to the concerned airline.
Most Common Issue Reported for Airlines Complaints
I had booked flight from delhi to jazan saudi arabia for **/**/****,under booking ID-GI*B************* ( goibibo ).the flight number FZ-**** & PNR- IEJZMN( fly dubai)the flight was cancelled by airlines.till now i have not received my full ref...
Nov 22, 2020 by Syed muzafer mehdi rizvi
My husband booked flights on goibibo Bom-raj return on his return flight when he arrived at the airport the Air India attendent told him that the flight ticket is void. On calling goibibo they said its a sustem error and they can just refund ...
Nov 22, 2020 by Bhavya Mehta
I booked domestic holiday package from Yatra.com and after * day I was informed there is no bus available to the destination. Then I cancelled the booking. Its been more than ** days since I have not received my refund. They are not receiving ...
Nov 19, 2020 by Aparna Sharma
I booked a cab from Bangalore to Pondicherry on Sept **th, ****. It was an onward and return trip that was booked using their mobile app since this feature is not available on their website. A total of Rs. ***** was deducted from my wife's HDFC...
Nov 18, 2020 by Parvathinathan Venkiteswaran
I contacted customer care multiple times. They are not properly responding. they didnt respond properly in emails as well...
Nov 18, 2020 by Gokulraj shanmugam
International air tickets were bought online in April **** from the Air India website which they sold during lockdown. The flight was cancelled by Air India and a refund was requested in May **** and * months later they have still not refunded ...
Nov 17, 2020 by Dr Rajinder Sharma
I live in Thailand and booked tickets for my whole family pre planned dated between the month of April and May ****. But due to Covid-** lockdowns everything was closed we could not travel. Now as the situation have changed I had cancelled my t...
Nov 17, 2020 by Ravi Singh
I pre-booked my family return ticket in **/**/**** to travel on annual holidays on */*/**** & */*/**** respectively between Doha & Kannur from Air india express office Doha. But due to corona issue flights were cancelled and ticket cancellation...
Nov 16, 2020 by MURALIDHARAN P C
I was booked flight no Goair Flight: G*-*** PNR : P**ZQP date **.**.**** , for ** August Jun and flight has been cancelled due to Kovid-** but my payment not refund. Request to refund my full payment. I have mailed many time to goair , but n...
Nov 14, 2020 by Narender Singh
Dear sir/Madam, I had booked my flight from CNN to DEL for the date **August ****.But the flight was cancelled and I was not informed about it. So it's my right to request for a full refund and inform me that within * weeks they will credit th...
Nov 12, 2020 by Subair Ayar
I have booked tickets in spice jet using Goibibo during lockdown. As per the SC order, credit shell should be granted for cancelled tickets. However, Goibibo is totally not reachable and as per their online records, I have never booked tickets ...
Nov 10, 2020 by Thangadurai vp
I booked my flight from india to D.R congo in march unfortunately the flight was cancelled by airline due to covid ** situation. So i asked the airline if they could give me my money back they said yes as the ticket was not used they will refu...
Nov 09, 2020 by Christian
I would like to file a compliant against Priority International for a sum of Rs. *,**,***. The company doesnt respond to emails when we try to book a hotel. It was supposed to provide service for ** years; however soon after a year there was no...
Nov 08, 2020 by Ankush Nimbargi
I bought a ticket through Expedia website for Air India and due to a death of an immediate family member I had to cancel my flight. I was asked to submit documentation which I did and asked for waiting two months. I waited and got no response. ...
Nov 08, 2020 by Amrit Kaur
Refund processed by VietJet on **th Aug also shared receipt of complete amount on mail for nonoperational flight during lockdown but make my trip is not refunding the amount...
Nov 08, 2020 by Gagandeep Singh
I had booked tickets from Mumbai to Delhi (*W-***) on ** May **** and return ticket from Delhi to Mumbai (*W-***) on ** May **** on Jet Airways airline. I booked these bookings from agent Via.com. As we all are aware that Jet Airways has susp...
Nov 07, 2020 by Swapnil Prabhudesai
We had booked a flight in Goair via MakeMyTrip for July *th, ****. Due to covid lockdown, the flight got canceled. GoAIR team confirmed that they have done a full refund of the reservation and the same has been initiated to Makemytrip. For the ...
Nov 07, 2020 by Rijo George
I booked air india tickets for may and flight was cancelled due to covid still happy easy go not providing refund. I have written confirmation from air india to contact happy easy go for refund as they dont have the money and flight was cancell...
Nov 06, 2020 by Shradha Rahul Chikalge
I had checked in * bags & * trekking pole from Leh to Bangalore on **th Jan ****. On reaching Bangalore I realized my Trekking pole didnt reach Bangalore & was asked to wait for * */* hrs in airport to pick up my pole (was dispatched by next...
Nov 05, 2020 by Asha
I had booked the indigo flight for travel in April from yatra agency, which I had to cancel it due lockdown in covid. I have also got to know from indigo customer care that my refund of Rs. ***** has been credited to yatra. Yatra people has als...
Nov 05, 2020 by Kriti satija
I had booked on an Indigo flight (FDZEUL) during the Covid period (for me and my wife)which got cancelled by the Airline. As per DGCA ruling and the airline commitment, the amount is to be available in the credit shell for rebooking. The Yat...
Oct 29, 2020 by Bibin Babu
I had booked a ticket before one day from journey ticket status was progressing but day of journey at flight time I have not got any message from this site confirm or not I was standing just like a chootiya at airport I missed my flight ...
Oct 26, 2020 by Vipin Kumar
Booking reference REF*********. On ** Oct ** I was booking air ticket from Lucknow to Hyderabad and paid Rs ****. But my ticket get cancelled automatically stating fare expiration and my amount has not been refunded till date. I am short of mon...
Oct 06, 2020 by Rohit Vig
I have cancelled ticket on **th July and as per your refund policy I was wait for ** days. Again trying to contact your customer care service they took *days to collect information about my case and said your refund intiated now(**th sept) and ...
Oct 05, 2020 by Bhautik Patel
I booked a flight ticket from Mumbai to Washington dc, due to the sudden pandemic situation, the flight got canceled by the airlines, and I still haven't got a refund from cleartrip....
Oct 03, 2020 by Nachal Ramasamy
Hello. This is Varadaa Pundale. We have send many emails but no reply at all. We have approx **k still pending with MMT, which is a huge amount for us during this crisis situation. Pls help us get back this amount. Or get us in touch with the...
Oct 01, 2020 by Varadaa Pundale
From ** july yatra processed my refund but still I didn't receive refund please look into Matter and Refund me now otherwise I ll take action against this fraud company. BOOKING REFERENCE NUMBER- ************ . I have not received the ful...
Oct 01, 2020 by Rupeshkumar harikesh pasi
E ticket no- ********** Passenger name- ashok panwar Flight no.- JTJ*E Date of travel- **/*/** Due to several covid patients are found near me so there is lockdown in our area m not allowed to travel at that moment....I had a conversation...
Oct 01, 2020 by Ashok panwar
I have booked flight (Indigo) which was cancelled due to COVID through yatra. Indigo has return amount to yatra on **th august. they have not informed. i have contacted through mail and application of yatra. they are again and again closing the...
Oct 01, 2020 by Dheeraj Patel
I booked Air India flight for **th July **** from Delhi to Sharjah. But flight got cancelled by air india itself. After that next day i made a request and sent emails to air india for full refund.Now its October month is going to start but stil...
Sep 30, 2020 by Rahul Hans
PNR - A*R*KS cancelled without any prior notice - No Refund has been initiated by spicejet. I had a flight booking from Hyderabad to Jaipur and vice versa. But flight. Cancelled by spicejet....
Sep 30, 2020 by Kishore Kumar Kasi
I have booked two tickets gor total * peoples bit die to covid lockdown flights got cancellled .As instruction from avaition ministry booking in lockdown time is fully refundable but it is regret to say that even after * months i dimt get money...
Sep 25, 2020 by Krishna chandra rai
I have booked my ticket through GOIBIBO (PNR/Booking Ref.: VQ*N*R Indigo Flight). My travel date is in April **** which falls between the lockdown period, I had asked Goibibo to cancel the ticket and refund me the amount they have return af...
Sep 23, 2020 by vinod sharma
Hi everyone I want share a experience of MMT as well Spicejet both are not ready refund my money i booked a ticket before lock down. Flight was cancelled due to covid. I complain several times to MMT and Spicejet but they are not bother about ...
Sep 22, 2020 by Pawankumar Dubey
on ** september **** I travelled from New delhi to Patna, from flight No. AI **** . My PNR is YQ**X. I deposited my suitcase , the slip no. is AI******, **********. There was cash of Rs.******.** but when i reached patna and I checked my sui...
Sep 21, 2020 by Pawan Kumar Kholla
I was booking a ticket from Varanasi to Kolkata on *-Sep-**** and payment got deducted but end of the booking web page get stopped and waited for several minutes. When i re-logon to the IRCTC flight accounts and checked the ticket status it was...
Sep 21, 2020 by Amit Kumar
I had booked * tickets by travel agent with Air india for dates earlier this year, from BOM to FRA. Due to corona, these tickets were unable to be used, and Air India put out an official waiver stating the following 'All tickets irresp...
Sep 16, 2020 by Niels Cremer
I book a flight from Osaka to Bengaluru on **.**.**** through Makemytrip website in Airasia airlines which costs INR *****. Unfortunately, flight got canceled by airlines and this was not informed well in advance.I realized this flight cancella...
Sep 15, 2020 by Godine Raja Sekhar
Fighting against refund of canceled ticket by airline- Ref booking:MYSMF*********. Airline PNR : VLLH*O. They promised that we will recieve the refund amount in August however now there is no response, their customer service is no longer in u...
Sep 11, 2020 by Debhoraah Ravi