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 - 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
After over a month of pursuing Yatra for Refund through numerous emails and complaints on Voxya and National Consumer Helpline, Yatra had informed me that it has initiated refund and the same will reflect on my bank account within *-* working d...
Feb 25, 2021 by Avijeet Kumar Biswas
I was booked on Air India flight to Denver, Colorado from Kolkata via Delhi and Frankfurt for **rd February ****. My luggage was through checked in from Kolkata to Denver and I was also given boarding pass till my final destination. In Frankfur...
Feb 25, 2021 by Mahua Ghosh
HI Team, On *nd Feb I had a very unpleasant experience before flying with Airasia flight number I***** , Booking Number O**VYP. This was a connecting flight from GOA to Bhubaneswar supposed to be boarded at *.** AM from Bangalore to Bhubaneswa...
Feb 24, 2021 by Abhishek Mahuri
We have booked Holiday Package with make my trip in Jan ****, Travel schedule was on **th Feb ****, Because of Corona situation Travel got cancelled & after lots of fight they given us the Gift card with * year Validity of Rs. ******, they got ...
Feb 24, 2021 by Nirav Shukla
I booked my ticket with travolook on **th October, the travel date was **th October. The payment went through, but they didn't confirm my ticket giving a lame excuse of fare expiration. I have reached them several times since then and all they ...
Feb 23, 2021 by Anjana Shristi
It's been * months, and I have not received any refund. Airindia is not responding on emails (firstname.lastname@example.org), calls, Twitter. They provide false statments saying refund has been initiated from their end and to laise issue with bank...
Feb 23, 2021 by Sumit Lingappa Pujari
After as per guidelines from Hon. Supremecourt of India to get the refund of the Airline tickets booked during corana pandemic lockdown period. As I had choose Paytm application to book the Airline ticket. After the Hon. Supreme Court instructi...
Feb 20, 2021 by Madhur Nema
This is unfortunate that the airline has refunded the full amount for my booking (PNR- L**QRL), however Makemytrip did not refund the money to my account. As per airline, the refund was done with MMT for Rs ***** while I received Rs **** only....
Feb 18, 2021 by Alok Kumar
I am booking a ticket on ** Jan ****, paying **** Rupees, Now the ticket is cancelled by your travel agency Travlook /Travel Boutique Online. Also talk with Airasia regarding payment refund they told me **** to travel agency Travlook /Travel...
Feb 18, 2021 by Sarat Prusty
Refund awaited on PAN MZ**KC booked with Air asia India (Hyd to BLG)...
Feb 18, 2021 by Vinay Totla
I booked tickets but transaction failed and only booking number is available as NF**************. No PNR and no ticket no issued as it is still showing failed. makemytrip only refunded seat booking charges. I tried all means but not able to con...
Feb 18, 2021 by Rajeev Bhooshan Gupta
I was travelling from Bhubaneswar to Jaipur via Bengaluru with Indigo Airlines on *th Feb'**. My flight details are: *E**** from Bhubaneswar to Bengaluru and *E*** from Bengaluru to Jaipur. As per company policy, I was carrying one cabin bag wi...
Feb 18, 2021 by Nishant Kumar
I had booked a ticket on behalf of my fiancé who was supposed to fly from london to goa on air flight on **/**/**** but due to unforeseen circumstances it had to be canceled on **/**/**** and a refund was raised from makemytrip application as ...
Feb 18, 2021 by Anthony Pereira
We booked flight Turkish Airlines from MakeMyTrip for travel dates March **, **** and return on June **, ****. The return flight got cancelled due to covid and we had to work on rescheduling it a number of times till October and finally Turkish...
Feb 17, 2021 by Anthony Raivellur
This is Utkarsh Sharma i have book ticket from Air India using my flying return points letter I cancel it for some reason. I have been told that i will be charged some of the points and the remaining points and the taxes are paid will be ref...
Feb 17, 2021 by Utkarsh rakesh sharma
I have Booked a ticket from Muscat to Chennai * tickets, and return from Chennai to Muscat *ticket. But due to covid-** issues cancelled ticket in the month January ****. It's almost one year finished. But still my refund amount is pending on...
Feb 16, 2021 by GNANASEKARAN MANI
I booked the flight tickets for a family trip on **th Feb'**. Due to Covid-**, Airasia canceled my flight and gave me the credit amount which can be used within two years instead of refunding. I understood the situation and I was happy about it...
Feb 16, 2021 by Rajendra Prasad Pokala
I had booked a business class ticket to fly from Bengaluru to Sanfrancisco on Air India using services of Goibibo in Feb'****. I was to fly on April*th ****. Air India cancelled all international flights in March **** due to Covid-**. I am a se...
Feb 15, 2021 by Seetharam Melkote
Yatra Booking reference no. ************* Flight PNR : RXABWZ I had booked flight from Delhi to Port Blair and return flight. As the flight was rescheduled by airline VISTARA, and I do not wish to travel with rescheduled flight therefore the ...
Feb 15, 2021 by Saurabh Kumar singh
I booked the flight from goibibo last year and due to Covid **. Indigo has cancelled the flights and they have refunded the amount to Goibibo (same has been attached), but they did not refunded yet in my account....
Feb 15, 2021 by Gautam Nandi
I have a yatra account. I was making the attached booking for a flight from Chandigarh to Goa and twice the payment was made (money was deducted from my account) but the booking was not confirmed. The first time I paid by upi id and althou...
Feb 13, 2021 by Abhilasha
Please find the attached my bank confirmation email for your reference. Booking ID : ************* Refund Amount of Rs.**** My bank representative called me today and confirmed that Yatra.com Processed Refund Amount for Rs.**** dated.**...
Feb 10, 2021 by VISHAL PARMAR
Hi, I'm contacting you regarding an issue with the refund for the flight which was cancelled for the **th of September from London to Kochi. When I contacted airindia customer care, I was told that the refund was processed on **th of December *...
Feb 10, 2021 by Lorraine Dalmeida
I have cancelled two tickets from yatra in the month of november but yatra.com is behaving like a bunch of cheaters. No customer care number, no customer support. Airline is saying yatra has not raised even refund request with the till today i....
Feb 06, 2021 by Davinder
I have paid for Rs.**** to Yatra.com through Online on dated.**-**-**** via Reference No. ************ for Hotel Booking and Hotel Booking ID. ************* and after this hotel Booking Cancelled on dated.**-**-****. Refund Amount for Rs.***...
Feb 06, 2021 by VISHAL PARMAR
I had a booking through MMT (MakeMyTrip). As the flight was re-scheduled, I had to cancel my booking with Spicejet directly on *st Jan ****. They had initiated the refund and it was credited to MakeMyTrip immediately (As confirmed by Spicejet)....
Feb 05, 2021 by Renju Koshy
The Request For Refund Of My Cancelled Ticket From Chennai To Kuwait PNR No. YLWXS, Eticket No. ************* & ************* Of Amount INR *****/-, Cancelled On **.**.**** Has Been Pending Since * Months Now With Email Acknowledgement From Air...
Feb 03, 2021 by AMEESHA SHAJAHAN
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
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