Airlines Complaints
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 for consumers in almost all the major cities like Bengaluru, Pune, Mumbai, New Delhi, Kolkata, Chennai etc.
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 in Bangalore, Mumbai, Pune, New Delhi and Kolkata. 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.
5. Meals
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 - customersupport@airindiaexpress.in
Spice Jet - custrelations@spicejet.com
Go Air - feedback@goair.in
Vistata - custrelations@airvistara.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
Complaints
Refund not Issued (Airindia) Open
Have cancelled a fully refundable ticket in July **** until now there is no refund. If we call the call center they say refund department is different please send an email then emails will never get a response....
Jun 23, 2021 by Krishna Kishore Kalluri
Club Mahindra holidays membership cancellation and refund delays (Club Mahindra Holidays) Open
I have given the confirmation about the cancellation of the club Mahindra holidays membership on **st, March ****, I took many follow-ups for cancellation of my membership by talking to the customer care of Club Mahindra holidays. They called m...
Jun 23, 2021 by Amitkumar Kamleshbhai Gandhi
No Refund for SpiceJet Flight cancelled due to covid19 pandemic PNR (SpiceJet airlines) Open
Our Flights were canceled due to covid-** Pandemic (PNR-QBY*GZ). We requested SpiceJet for a refund and they said 'If a customer is unable to use the available credit shell amount till **st March **** then as per govt. guidelines the refund of ...
Jun 22, 2021 by Karthik VV
Asked for extra charges stating the ticket charges has been increased from the airlines after comple (Travolook in) Open
i have booked the flights for srinagar from mumbai payings the exact amount asked for, after that the transation was showing in process stage, few minutes after i got a call from * executive stating the airlines has increased the price of the t...
Jun 22, 2021 by Suraj Sukant Kamerkar
Refund not issued by Airindia for my international travel (Air India Airlines) Open
I booked my ticket on **th June **** to Travel from London to Chennai in Airindia( Travel Date : *th July, ****) . However due to the Server issue at Airindia portal money got dedected but no ticket confirmation shown. so I booked another tick...
Jun 18, 2021 by Babu Amirthalingam
Cutomer care irresponsive (Make my trip) Open
Inspite of sending e mails to know the flight status weather the fights are operational /not by AIR INDIA . THEY ARE NOT RESPONDING...
Jun 18, 2021 by Ajit mehta
Refund not Received (Air India) Open
I had booked * flight tickets from Yatra .com for Air India from Kolkata to Bagdogra for **th May. Then they had sent me an email that my flight had been cancelled and till now I have not received the refund from the airlines. The ticket amount...
Jun 18, 2021 by Shaika Firdouse
Ticket Refund (Easemytrip) Open
I had booked a flight for Columbo to and fro in **** before the pandemic and the flights have been cancelled due to country's lockdown. The Airlines clearly mentioned that they will give full refund but Easemytrip says they are following up an...
Jun 17, 2021 by Ramrudra Podipireddy
Flights tickets amount not refunded on flight cancellation (Bookotrip India Private Limited) Open
I had booked my flight Go Airlines tickets via Book o trip.com, subsequently the flight got cancelled and the Airlines have refunded the amount to the agent i.e. Book o trip, but inspite of constant mails and innumerable calls the amount has no...
Jun 15, 2021 by Deeksha Chandak
Refund not issued for cancelled tickets (Air india) Open
Cancelled * tickets on Feb **th, was expecting a refund within ** days. However, post * months and post numerous calls/emails Air India is still to refund the money back. Not receiving any response from the concerned team! Ticket numbers: ***...
Jun 14, 2021 by Pramod Kumar Sah
Refund not received (Travolook) Open
I had booked a flight from Travolook.. The airlines GoAir had cancelled my flight.. I had reached out to Go air.. they have already refunded my money however these cheaters Travolook has still not refunded and they are blaming the airline that ...
Jun 12, 2021 by Shaika Firdouse
Waiting for a refund for almost 13 months (AirAsia) Open
My original ticket was for May ****, which got cancelled due to COVID-** in April ****. I am still waiting for a refund from Air Asia. There are currently * cases open under my name. I have been chasing Air Asia since May ****, which is almos...
Jun 10, 2021 by Rajkumar Nandakumar
No refund for the cancelled flight (Emirates Airlines) Open
.I had a Emirates flight from Delhi to Hongkong via Dubai with pnr number HD*Q** on ** April ****. I had booked it through ixigo. After travelling midway and reaching till Dubai, I got a mail from airlines that my. connecting flight has been ...
Jun 09, 2021 by Snehalata Sahu
Cleartrip not refunding the amount for flight cancelled by Malaysia airline (Cleartrip) Open
I booked a flight from Cleartrip( Trip id ************ PNR - T*RAUZ Malaysia airline). Now the flight is cancelled by airline due to Covid-** pandemic. Cleartrip is not responding properly till now. This is not fair and its unacceptable. They ...
Jun 08, 2021 by Sasikumar
Refund issue (Air india) Open
I have booked my friends flight on ** jan****. The flight has been cancelled by airlines due to some technical issues. I have booked air india flight via ixigo app. But when they have issued refund on ** April. Agency send me an email in which ...
Jun 05, 2021 by Dharmveer singh
Refund Not Received (Travolook Www Travolook In) Open
Booked flight tickets with Travolook on **th May'** worth ***** INR and soon they cancelled the booking and kept the money. In their initial email, they mentioned I would get the refund in *-** working days. It has already been ** working days ...
Jun 02, 2021 by Amit Drabu
Credit shell balance Not Refunded by spicejet (Spicejet) Open
I have booked a flight during lockdown now spicejet is not refunding tha money saying it have to be used and that not fair...
Jun 02, 2021 by Manish Sharma
Booking Amount still not refunded (Travolook) Open
On **th April i was required to make a reservation to travel from chennai to vizag to meet my parents and as was looking upon the travel agency travolook was offering a discount so decided to go with them.After making sucessful payment i receiv...
Jun 01, 2021 by BENJAMIN SUDEEP THOMAS
Refund of my air travel to Bali and Langkawi (Travel Triangle ) Open
I booken a round trip journey from Bangalore to Bali, Bali to Langkawi and back to Bangalore.The tickets were booked sometime in Feb-****, could not travel coz of the lockdown and i have been trying to reach to TT and their lines get dropped ev...
May 28, 2021 by samuel daniel
AIR TICKET REFUND (Cleartrip) Open
I booked Air Tickets for self and my wife through Clear Trip (Trip ID ************) on ** Mar **** for Air travel from Pune to Delhi and back as under :- Air Asia Flight on ** May **** Pune -Delhi (PNR T*GZSA) for Rs ****.** Go Air Flight on ...
May 28, 2021 by Rajesh Widhani
"I was unable to get in touch with anyone in Byjus nor with my counselor regarding my problem for 3 months. But Voxya team helped me solve my issue very soon. Thank you!"
Mamta D
Complaint filed against: Byju's