Majority of passenger complaints related to flight problems, baggage: DGCA

Flight and baggage problems made up the majority of a total of 347 passenger complaints received by domestic scheduled airlines during March this year, the Civil Aeronautics General Directorate (DGCA) said in a report.

The air traffic report for the month of March was published by the DGCA on Tuesday.

The report further indicates that in March this year, domestic scheduled airlines received a total of 347 passenger-related complaints. The number of complaints per 10,000 passengers transported for March 2023 has been around 0.27. The main reasons for complaints are flight and baggage problems, the report notes, adding that airlines received a total of 347 complaints, of which 343 (approximately 99 percent) have been addressed.

Furthermore, according to the aviation regulator, a total of 38.6 percent of the complaints concerned flight-related issues, while 22.2 percent were related to baggage issues. Reimbursement-related issues were only 11.5 percent.

“Complaints related to refunds and staff behavior have experienced a significant improvement in the last three months. In January, there were 23.7% of complaints related to refunds which dropped to 11.5%. They have reached 4 percent,” the report read.

The report further states that Air India (106) received the maximum number of complaints, followed by Spicejet (100) and IndiGo (66).

Of the 347 complaints received, all have been addressed except for four which are pending from Air India and Alliance Air.