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
I booked a trip to Bali through Travel Triangle Booking ID*******. I paid ***** out of which ***** is refunded but remaining air ticket amount is sill pending with them from last * months. Please let us know why it is on hold & when it will b...
Dec 31, 2020 by SACHIN
I booked Air Asia flight tickets at via.com and the flight was rescheduled by Air Asia. While the airline offers refund the website via.com is not letting me cancel the ticket. They aren't answering phone or replying emails. Am stuck being unab...
Dec 31, 2020 by Ashok Rajendran
I had booked flight from Mumbai to Narita to Mumbai on ANA via Make My Trip. ANA cancelled the flight. ANA has informed me that they have refunded the money to Make my trip in Oct ****. However Make my trip has not refunded the money so far and...
Dec 31, 2020 by Hemant Mohgaonkar
PNR: ALUMNA & SWVHWK from Goibibo Delhi - Kolkata( round trip) amount has not been refunded, only mails are coming for transactions process but not no money has been reflecting on my account.Since * months they are harassing me.Reference No. **...
Dec 30, 2020 by Atoshi Mitra
I booked my Air India flight ( Trip ID -************) from cleartrip portal on ** March **** and the travel date was **th March **** from HYD to RDP. But the flight got cancelled due to non operational on pandemic situations. So in this scenari...
Dec 30, 2020 by Vishal Singh
My booking id FF************* and pnr A**Q*Y. Goair already refunded to flipkart on **th oct **** but flipkart has not given refund till yet....
Dec 30, 2020 by Sanjay Agrawal
I booked * tickets from Mumbai to Kochi on December *nd. After payment and confirm action they mailed me the tickets. And after ** minutes I got a mail stating that there were revision in fare and my tickets got cancelled. Refund will be initia...
Dec 30, 2020 by Abijith Anto
In reference to my booking dtd. **.**.**** by GOAIR for DELHI- INDORE vide PNR No. LFJEXE & Booking ID NF**************, i would like to submit that this flight was cancelled by the AIRLINE & refund made to makemytrip as per GOAIR Invoice No. *...
Dec 30, 2020 by Anil Khanna
On booking I had received a mail saying 'Your booking is Cancelled due to fare expiration. Please contact our customer support at ****-***-**** or send us an email at firstname.lastname@example.org and one of our travel expert will be pleased to assist y...
Dec 30, 2020 by Amanjeet Singh Oberoi
I was booked the ticket from Kolkata to Delhi on the name of my sister in law of date **th April ****(booking id-NF**************),But due to lockdown the ticket got automatically cancelled and the amount was shown in the make my trip wallet fo...
Dec 30, 2020 by Imran khan
I applied for a full refund for my ** Oct flight which i purchased from air india from Vij-Fra, didn't receive the fund yet. Its been already * months and there is no proper response from AIR INDIA side. One of the agents told me that the refu...
Dec 28, 2020 by Bala Sai Sandeep Chamana
This is regarding Goibibo booking id HTLEPDMLGX I’ve checked out from this hotel & I want to say that GOIBIBO has completely mislead me by saying that this is a * star property. No mobile network in the room provided & no WiFi reception...
Dec 28, 2020 by Ankur Jain
I have booked flight ticket from bangalore to Nagpur via travolook on **th Dec **** and after the payment I got a mail stating that the booking is in progress. After that I got a call from their side saying the booking is cancelled from the ai...
Dec 28, 2020 by Vineet KV
I tried to book ticket from Kochi to Delhi on https://www.travolook.in. The money got deducted from my account after which I received a mail saying booking is in progress. After follow up I got a mail saying booking is cancelled due to fare exp...
Dec 28, 2020 by Shibu thomas
As per goverment regulations, all flights booked during the covid lockdown period cancelled by the air operator must be refunded at no cost to customer by this year end. However i have not got any refund till date for my PNR number : B*MTVI ...
Dec 27, 2020 by Somesh Sharma
I requested my wallet money from makemytrip to be transferred to my bank account , the wallet money is deducted and no updates from MMT side, there is no customer care executive and am totally tired of calling their helpline number as there is ...
Dec 25, 2020 by garima tater
I have booked one ticket from www.travolook.in on the reference number REF********* on November ** ****. Ticket was not booked and refund was assured by technical team within one month. But still refund is not received. Contacted many time but ...
Dec 25, 2020 by Nisar P
Dear Sir / Madam, I am writing to you to raise an issue about: Flights The issue that I have experienced was: PNR : SFKKQZ Booking id: GOFLIMTANDBA**E********* I book my ticket on **th December **** and c...
Dec 23, 2020 by Shaik mohammed azam
We had booked a flight for *st April, **** but due to COVID-**, the flights got cancelled and since then I am trying to follow up for the refund but no response has been received from Air India. Truly disappointed and not expected from a compan...
Dec 22, 2020 by Hiral Vyas
I had booked flight tickets through Makemytrip for the month of April ****. Due to lockdown the flights got cancelled and hence our trip also got cancelled. In August I approached the Indigo Airlines for a refund which they amicably agreed to i...
Dec 22, 2020 by Pankaj Aggarwal
Hello Team, My tickets were cancelled and the refund is not initiated nor amount is not credited to my account even after ** days.E-Commerce team doesn't respond nor reply the calls....
Aug 04, 2020 by Jyoshna donadula
Malayasia Airlines not refunding Refundable Flex fare tickets for BOM-BKI-BOM sector that got cancelled due to Covid pandemic. Total of * tickets purchased directly from Malaysian Airlines website. ...
Aug 04, 2020 by Bimal Anulal
Dear Sir, I made booking PNR - YZ*DJ for **th March flight But Air India cancelled my booking stating Space issue. I was forced to book another flight and then called Air India and asked to refund and their CS confirmed me that my payment wil...
Aug 03, 2020 by Prem
I booked the ticket for Kolkata from Pune as westbengal government suspended flights airline cancelled the ticket now they are not giving me the refund of the amount when I call the customer service they are disconnecting the call...
Aug 01, 2020 by Zameer kha
I Have booked a flight on ** march **** from Ranchi to Delhi with GoAir airlines having flight No G*-*** and PNR no. OF*Z*R. The airlines has cancelled the flight and refunded the amount but goibibo has taken that money and issued a credit vouc...
Jul 31, 2020 by M Suhail Saleem
I was about to book a new flight with the same flight PNR which was cancelled on March...but i came to know yesterday that the Indigo airlines refunded the money already which i didn't get... So i am trying to contact goibibo to ask about the m...
Jul 30, 2020 by Chanreisem Kasar
I had booked * Jet airways ticket on March ** **** with Makemytrip India. I have raised several complaints but every time they just cancel the call. I have reached out to Jet Airways as well but they ask me to reach out to the vendor instead. M...
Jul 30, 2020 by AYUSH DEVAN
I called many times air india after a long hold which is more than ** mins every agent picked and dc so finally my call landed to lovely lady she told me flight is not operating due to covid ** so you will be getting refund now its been more th...
Jul 29, 2020 by isha grover
I am writing to lodge a complaint against the Airasia India refund. I had booked a ticket from Delhi To Guwahati with the PNR# F@@@@@. It was scheduled to depart from Delhi on **-Apr-**, however was rescheduled to **-Apr-** due to the ongoi...
Jul 29, 2020 by Nilotpal Rajkhowa
I booked a flight ticket on **th June from Mumbai To Kochi for **th June **** using Go Ibibo App for Spicejet airlines amounting Rs.**,***/-.But later the flight was cancelled by airlines and the amount was kept in their shell balance account....
Jul 28, 2020 by Rajil
Respected Sir, Due to this COVID-** situation i am asking for my refund as there are the passengers of age more than ** years and have diabetes and other health issues. I am continuously trying to contact to the customer care but no response ...
Jul 28, 2020 by Mridul Gupta
International flight purchased through Goibibo.com, from Dammam to Raipur for ** May ****, on **th April **** Flight was cancelled by indigo airline because of Covid-**, and i got message that my amount is in credit shell at goibibo.com, and ca...
Jul 27, 2020 by Hasnain Ansari
Dear Sir/Ma'am, Greetings from IndiGo. With reference to your legal notice, we would like to state that we completely understand your request and would like to inform you that under the below mentioned PNRs we have processed full refund...
Jul 27, 2020 by RAHUL RAJ
I’m a student in University College London who had to make sudden plans to return to India due to the pandemic. I tried to wrap up my baggage to not excessively exceed baggage allowance for the Vande Bharat flight. However, * bag was ** kgs w...
Jul 27, 2020 by Shradha Mishra
Me along with my kid was suppose to travel on **th July, but the tickets got cancelled by Air India even without our request, and on top of it Air India did not even had the courtesy to inform us on the next action. Even after paying the money,...
Jul 27, 2020 by Vibitha Vidyanandan
I booked a ticket for a Mumbai - Ahmedabad flight scheduled ** March, ****. The flight got cancelled due to the coronavirus. It wasn’t lockdown yet, but the flight got cancelled from the airline’s side. I then received an email from go ...
Jul 27, 2020 by Rony Vora
Its going to be two months. I booked my ticket for ** may, **** from Hyd to Asr. Air India cancelled my flight but didnot inform me at all. I kept on calling air india to confirm from one week till night before arrival. No body informed me and ...
Jul 26, 2020 by Ashna sharma
I had booked a Go Air flight from Bengaluru to Nagpur for **th June'**** via Ease My Trip fro ₹*,*** . While trying to web check-in I noticed the flight had been cancelled and I rescheduled it to **th June on the Go-Air website. Again the fli...
Jul 25, 2020 by Sunny Sangtani
please help us. I have booked air tickets through goibibo to air asia. flight was cancelled due to covid-**. and air asia refund my fare amount ***** to goibibo account but goibibo is not refunding same to customers. kindly requesting to you ...
Jul 23, 2020 by yogesh kumar
I have booked Go Air Tickets four times but could not use due to pandemic and cancelation of flights. No response from air line ...
Jul 16, 2020 by Jyotindra Patel