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
Dated **th April ****, my travel was booked through Cleartrip from Hyderabad to Delhi in Air India flight number AI ***. After reaching the airport I found my flight was delayed by * hours without any prior notice. Again this delay extended and...
May 24, 2019 by Jaya Priya
My family have recently faced an issue during the travel for the International flight from Abu Dhabi to New Delhi on **th March. My family reached the airport and the airport authority didn't allow them to check in as there was an issue with th...
May 20, 2019 by Nikhil
I was travelling from Delhi to Bangalore on ** May by AI-*** after completing some official work. On arrival after collection of check-in baggage at Bangalore, I found its lock broken. Further, I noticed that Rs **,*** (Rs twenty-five thousand)...
May 17, 2019 by Nelson Jose
I had to fly with my family from Chennai to Chandigarh via Delhi with a *.*-year-old toddler. My Delhi to Chandigarh flight was cancelled and the airline told they can't give another flight and hence cancelling the entire trip (Chennai-Chandiga...
May 16, 2019 by Prabu Rajendran
I have booked an air ticket from Varanasi to Kolkata on **th May **** for **th May **** with Rs. ****. For one person but the matter is that when I started booking through an online website Happy easy go on the first attempt the site showed me ...
May 15, 2019 by Rohit DUBEY
My baggage was held back in Indira Gandhi International Airport (New Delhi) on *th of May ****. When I was travelling from Chicago-Hyderabad the person at check-in counter just asked me if I have liquids and I mentioned about shampoo and body w...
May 14, 2019 by Fareedunnisa Begum
I have bought a flight ticket from Chandigarh to Kolkata by Jet Airways. I bought the ticket on Paytm. Jet cancelled my flight on April **. Since then I have not received any refund. When I ask Paytm, they say we will give you a refund as and w...
May 12, 2019 by Archi Chakraborty
I travelled with Indigo flight from Delhi - Chennai on May *th. My flight no. was *E - **** and my airline PNR was ZNMQYH. My new suitcase was broken by the airlines and when I approached the ground staff, he said "It happens" and please "Learn...
May 11, 2019 by Namit Kanchan
I booked a flight on March ** from Chennai to Surat and surat to Chennai. I got a call from spice jet customer care about the cancellation of flight on April *th about Chennai to Surat flight which I was on May **th and they informed me about t...
May 09, 2019 by DAMODHARAM MAHESH
My mother used to travel every * /* months to Kolkata for her treatment. She is a wheelchair patient. Staff forbade her to board the flight unless a doctor's permission letter is shown. Despite producing the above-mentioned letter they again de...
May 01, 2019 by Farhat shadab
This is with respect to Indigo flight *E**** (PNR ZMVJ*R) from Jabalpur to Hyderabad on **th April. My wife booked * tickets (* Sr Citizens, *yrs. boy and * Female) on **st Dec’**. The flight time was **:** departure and **:** arrival in Hyde...
Apr 30, 2019 by Vishal G
I had booked tickets for HYD-Goa on *th Nov ****. But I did not get the e-ticket. Close to my travel date I sent Air India an email (dated **-**-****) asking about my ticket. I got a reply from Air India on **-**-**** stating my PNR ZCWMS /wit...
Apr 30, 2019 by SYLVIA F RAO
Last Login Time: ****-**-** **:**:** Grievance Details Grievance Number: ******* Grievance Reg Date: ****-**-** **:**:** Mode: By Web Grievance Company: Jet Airways Company Details: Ticket was booked directly/online from Balmer Lawrie & C...
Apr 30, 2019 by ATUL PRAKASH MISHRA
We had our return flight from Paris to Mumbai via Amsterdam on **-April-**** by Jet Airways. We had booked our tickets well in advance through Goibibo. On **-April JetAirways declared the cancellation of all their flight until further notice. T...
Apr 25, 2019 by Mahendra Kulat
I had taken the flight from Bangalore to Imphal *E *** ON **TH April at *:** am. Within * hr of takeoff, I started having rashes on shoulder and arm. Rashes were severe. When I informed the attendants that the seat is having an issue and starte...
Apr 25, 2019 by Nandini
I had booked my flight from Vizag to Mumbai for ** Mar **. The booking was done on ** Feb ** using Airindia web page as a guest user. A total amount of Rs ***** was deducted from my account. However, when I called Airindia customer care I was t...
Apr 24, 2019 by Mpokheriya
Booked a ticket from Chennai to Sri Lanka for *rd May. Due to the bomb blast in Sri Lanka, we are not able to travel. We called the airlines they are saying they are refunding full for only those booked until Apr **. But they should at least gi...
Apr 21, 2019 by Nithya
We have booked a flight from Hyderabad to Mumbai on Indigo airlines flight on ** April ****. One no SY*JCB for * members were late for * minutes for check-in. We begged the manager for ** minutes he didn't respond and he asked us to come for th...
Apr 21, 2019 by Ramachandra Reddy
I had a ticket booking with name Poonam Rathod and the hadn't allowed my wife just because of lack of document by their opinion and after my boarding, the indigo people allowed my wife but by that time boarding was closed. So if they can allow ...
Apr 16, 2019 by Dhiraj Rathod
I am writing to you in connection with the flight ( *w *** ) which I was booked onto on **th Jan ****. The flight was supposed to depart from Kolkata to Dehradun on **th April ****. Under DGCA ACT for flight cancellation, they should inform us ...
Apr 12, 2019 by KARUN SHEEL