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 Airlines 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 - email@example.com
Spice Jet - firstname.lastname@example.org
Go Air - email@example.com
Vistata - firstname.lastname@example.org
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 a flight with PNR AIJ*JM (Ref No: REF*********) for ** Dec. Flight was cancelled by the airlines on ** Dec. I called the travolook representative on ** Dec and was informed the refund will be credited back in ** - ** days since the...
Jan 22, 2021 by Aaqib Hameed Azaam
I had booked a Hotel for my trip in May'****. However, due to COVID, I had to cancel my trip. Post cancellation the amount of **,*** was credited to my GoCash account. Post that I have been trying to get my refund to my bank account for the las...
Jan 21, 2021 by Jaimeen Trivedi
Date of Booking: ** July **** Date of Cancellation: ** July **** I booked tickets from LHR to Bengaluru (BLR) but I haven't received a confirmation message so I thought the tickets not booked, I booked another ticket from LHR to Kochi (COK) t...
Jan 21, 2021 by Ramakrishna
@GulfAir @Paytmcare Please tell me if I have justice? I had booked my flight tickets of Rs *****. Due to Airline policy I had not allowed to travel. I Cancelled my ticket and waited ** day. They refused only Rs ****. This money is for my m...
Jan 21, 2021 by Murari kumar
I booked International flight ticket via flipkart and because of COVID positive report I have to cancel my ticket. Airline Air Nippon confirm me that they process ***% refund on *th Jan'** but still Flipkart not providing any update from last ...
Jan 21, 2021 by Rahul Kankriya
I have tried to book a flight ticket on **.**.**** through Travolook website but booking got cancelled after payment Rs. **** deducted my account due to Flight fare increase. Reference No. : REF********* I have received call confirmation for ...
Jan 21, 2021 by Kanhaiya Jha
Had booked a flight on **st December , immediately got a call mentioning they had to cancel the booking and refund would be processed within ** days, its been a month now and they do not pick up thier helpline and do not reply to multiple mail...
Jan 20, 2021 by Ranjith James
Had booked a Turkish Airlines Return flight from Mumbai to Dublin dated June **, **** which was rescheduled and later cancelled due to covid and the airlines has already refunded the complete amount. MakeMyTrip did not even call or bother to ge...
Jan 19, 2021 by Anthony Raivellur
I have been waiting for over * months for my refund Rs **,*** (Air ticket, Swiss Airlines) from MMT , despite the the air lines refunding the money in full to them . Till to date I have not received any thing from MMT despite fake assurances o...
Jan 15, 2021 by Sidharth Bist
I booked the to and fro flight between Delhi and Paris in October ****, while my travel dates were in April **** and return was in May ****. Due to covid restrictions air travel was not allowed across countries in that period. Since then I am ...
Jan 14, 2021 by Kaustubh Kant
Purchased * round trip tickets of Mumbai Bangalore, through MMT of SpiceJet on **Dec **** for travel on **April** and *May**. Since the flights were cancelled due to lockdown,are eligible for full refund. Either MMT or SpiceJet are not respondi...
Jan 14, 2021 by Manohar Raghunath Sheode
I cancelled a business class international ticket from Delhi to Vancouver on **th July **** and I have not received refund yet. I have contacted customer care support multiple times and sent emails but have not received proper response or remed...
Jan 14, 2021 by Sneha Revunuru
I booked tickets for me and my family to visit my elderly parents in Frankfurt for the */*/****. This ticket was booked almost * months before the flight date, since it was an expensive trip and we had saved towards this for more than a year (M...
Jan 14, 2021 by Hima John
My Air India flight was scheduled from Jammu to Delhi on ** Jan ****. The flight No was AI **** and checkin was done at ****hrs. After reaching gate it was learnt that the flight was delayed. However in the info board the status still showed th...
Jan 14, 2021 by Jude Bush Francis
I had cancelled my Air India return flight from Mumbai to London and back on **th May and MMT has now gone unresponsive and only redirect me to app which has just kept extending the date for the refund no clear communication or resolution. Th...
Jan 13, 2021 by Nachiket Kshirsagar
i have booked refundable flights tickets both going and return through goibibo although it charged me more as compared to other websites. for some reasons i have to cancel the tickets while cancelling i checked how much refunds i would get aft...
Jan 13, 2021 by Nitish kumar mishra
I purchased * separate tickets from AirIndia on **-Feb-**** for my family's journey from Qatar to Patna via Delhi. The tickets were scheduled for **st March and *st April. Owing to coronavirus outbreak leading to lockdown, the international fli...
Jan 12, 2021 by ALI FAISAL RAZA
Hello team, Thanks for your email and support. It's been ** days since you credited refund to Makemytrip but the issue io am facing is I am not able to contact their customer service, ( i just contacted once after your email that I should ta...
Jan 12, 2021 by Paramjit Singh Rana
I booked my ticket from jodhpur to mumbai., but they haven't sent me my ticket....
Jan 12, 2021 by Anushri kacholia
I flew Indigo on *th jan ****.(PNR - ARDJWB, Flight- *E****). I had one checkin luggage and one carry on bag. I live in the USA and am here to visit my family, I landed in new delhi on *rd Jan **** and then took indigo as my domestic flight for...
Jan 07, 2021 by Prachi Kushwaha
Hi, On August *th I have booked the flight for returning to India, because on their site it was show flight is available to travel, but two days before the travel they announced that the flight got cancelled and my pnr is protected and I can r...
Dec 01, 2020 by Sajesh KB
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
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 had rescheduled my AirAsia flight bearing PNR OUP*FS in April, **** for travel date on **rd November, ****. However, I never got the confirmation for the rescheduled flight. But AirAsia informed that it had already canceled the flight that I ...
Nov 11, 2020 by Prithvi Parekh
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
Dear sir , I made booking on air india web PNR no XX**X on xx march for a flight originating from Kolkata -chicago & back for xx july but due to covid all international flight cancelled . thus requested for refund .I have called custome...
Oct 22, 2020 by SHANKAR JYOTI DEB
I had purchased eticket# ************* for Delhi-Paris for **-Apr-**. Due to COVID the flight was cancelled and when I checked with customer care they say the amount is refunded to me on **th June which has never reached to my account yet. They...
Oct 13, 2020 by Anjani 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