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
Indigo Airlines ticket refund pending from Cleartrip (Cleartrip) Open
I have booked domestic Indigo air ticket through Cleartrip. Due to lockdown, Airlines have cancelled and refunded the ticket fare to Cleartrip. but cleartrip is not providing the FULL refund amount since April ****. They have provided partial r...
Sep 07, 2020 by RAJESHKUMAR D
Refund on cancelled flight (Airindia) Open
I had booked ticket on Feb-** through Goibibo of AirIndia from Surat to Delhi and Delhi to Jammu. PNR No - J*M*J. Ticket No - ************* to *************. Journey date was **th May. but due to pandemic, it is cancelled. As per AirIndia em...
Sep 07, 2020 by Narendra Fiske
Refund of International Air Ticket (Air india) Open
Hi E-Booking Reference Number : *************/************* Passenger Name Frequent Flyer # Eticket # MRS SUSHMA GUPTA AILH*************** ************* MRS POOJA PANGORIA AILH*************** ************* Terminal Airline ** May ...
Sep 06, 2020 by Pooja Pangoria
Didn t get Refund didn t rescheduled my booking (Cleartrip) Open
I scheduled a new Booking on cleartrip but some reason i cancel it . But i didn't get my refund amount so contact to cleartrip send me the email that your money is protecting by go air airline you should travel on a future date upto * year so ...
Sep 05, 2020 by Abrar Ansari
Airline fraud (Cleartrip and AirAsia) Open
This is to bring to your notice that I Aryan Budhiraja booked a ticked through Cleartrip with from New delhi to Bali trip id - ************ they’ve fooled us with their irregular and irresponsive customer care they’re saying that refund is ...
Sep 04, 2020 by Aryan Budhiraja
Refund and Claim (Go Airlines India Ltd) Open
I made a booking for my family * adult and a Infant on the **th June **** for the flight **th June ****. The booking for made and we were charged a full amount of Rs. **, ***/- however this flight was cancelled by the Airline without giving any...
Sep 04, 2020 by Llewellyn Rozario
Refund on Suspension of Flight (Makemy Trip) Open
I had booked two Air Asia Flight tickets from Bangalore to Chandigarh using the Makemytrip app. Air Asia suspended the flight and informed me by email and advised to claim the refund from the travel agency. In Makemytrip it still comes as opera...
Sep 01, 2020 by Kanika Jain
Refund Request against Cancelled Flight (GoAir Airline) Open
We, a group of ** members, had booked tickets in flight G*-***, on **th Jun ****, on route Delhi - Mumbai. Due to corona related restrictions, the flight got cancelled and we were given the credit cheques to utilize the tickets during the next ...
Sep 01, 2020 by Amit Kulkarni
Goibibo refund worth 2 lacs not received (Goibbo) Open
I Have Made Booking For My Flight Tickets To US Through GOIBIBO, Flights Got Cancelled Due To COVID Situation, I Got Confirmation From The Airlines That They Have Given Full Refunds For All My * Tickets To GOIBIBO, However I Have Got Refunds On...
Sep 01, 2020 by Nitant Shah
Sathishkumarganapathy (Goair) Open
My Goair flight cancelled on **-**-**** during lockdown flight pnr: B*QU*Q & TICKET ID: NG*B*QU*Q from chennai to mumbai. till now refund is not initiated & there is no response from customer care..kindly resolve the issue...
Sep 01, 2020 by sathish kumar ganapathy
Flight tickets amount not refunded (Airindia) Open
I booked flight ticket for my family on ** Mar ** for travel on ** April.. Date of booking: ** Mar ** Date of travel: ** April Booking reference number: HSPYT, Y***G Ticket no: ************, *************, *************,************* ...
Aug 27, 2020 by Varun Singh guleria
Refund Fraud (Emirates Airlines) Open
I Had Booked my flight tickets from Emirates From Mumbai to Rio de janerio. and Return from Rio de janerio to Mumbai past * month's already my flights were getting cancelled and I was rearranging the dates But atlast I had to cancel my bookin...
Aug 27, 2020 by Bruce Joseph Francis
Refund not received (Goibibo airlines) Open
This is with regards to my flight bookings made on **th Feb **** from Bangalore to Varanasi dated **th April'**(Onward PNR# OQZH*R) and Varanasi to Bangalore dated **nd May'**(Return - PNR# NEQEVY). Flights were cancelled due to COVID-** countr...
Aug 27, 2020 by Gaurab Roy Chowdhury
Air India Express refund not processed for more than 3 months (Air India Express) Open
Ticket booked on *th Jan **** to travel from Dubai to Pune on **th June **** for * passengers. Due to COVID**, travel plan changed and cancelled booking on **rd May ****. Even though flights are cancelled, Air India Express said they will deduc...
Aug 27, 2020 by Naeem Maniar
Refund of go air tickets (Go Air Airlines) Open
I booked tickets in go air lines for April ** ****. But due to pandemic situation all flights got cancelled. So I send mail to Go air customer service twice but no response yet. I want refund of entire amount because I will not travel for the ...
Aug 27, 2020 by Princy K Chacko
FLIGHT NON OPERATIONAL BUT REFUND NOT RECEIVED (Via.com) Open
REFUND OF TICKETS OF CANCELLED FLIGHT NO.AI-***/ PNR Y**HR E TICKET NOS ************* TO *************,PNR Y**JV E TICKET NO.*************,PNR HRDYD E TICKET NO.*************...
Aug 26, 2020 by VICHAL RASTOGI
Refund (Ixigo Flyte Booking App) Open
My PNR no ..Q**CIY hai my mobile no.**********. Sir maine teket book kiya tha mumbai to varansi ke liye jisko ixigo company ne covid**ke vajah se cancel karna pada *bar jo ki aprl aur June mahine ki booking thi . airlines me bat kiya to bole k...
Aug 26, 2020 by Anand Tiwari
Airline voucher reissued with 1 month validity (American Express Services India Limited) Open
A horrendous experience with Amex that has prompted me to consider discontinuing years of association with the brand. Let me first describe the series of events that have led to this issue. • In Jan/Feb this year, I redeemed **k points on m...
Aug 25, 2020 by Anirudh Iyer
Go Air Airlines Flight cancelled no refund (Go Air Airlines) Open
I have booked my ticket thorugh cleartrip in GoAir from Delhi to Lucknow travel date- *th June-**, On *th- June they have snet message and cancelled the flight. Since i have to travel urgently i travel with my friend and raised my ticket for re...
Aug 25, 2020 by Nirmal Singh
Flight tickets refund has not received (Goibibo) Open
I Have Made Booking For My Flight Tickets To US Through GOIBIBO, Flights Got Cancelled Due To COVID Situation, I Got Confirmation From The Airlines That They Have Given Full Refunds For All My * Tickets To GOIBIBO, However I Have Got Refunds On...
Aug 25, 2020 by Nitant Shah
"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