NEW DELHI: In January 2024, domestic airlines in India experienced a notable surge in passenger traffic, marking a promising start to the year. With a total of 131.30 lakhs passengers carried, compared to 125.42 lakhs during the same period last year, the industry saw a robust annual growth rate of 4.69 per cent. This growth was mirrored in the monthly figures, with a corresponding increase of 4.69 per compared to January of the previous year.
However, alongside this growth, there were also challenges encountered by passengers, as evidenced by the 732 complaints received by scheduled domestic airlines during the month. This translates to an average of 0.56 complaints per 10,000 passengers carried. Among these complaints, the airline with the highest reported issues was FLY BIG, accounting for 238 out of the total 732 complaints.
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On the other end of the spectrum, Vistara Airlines received no complaints during January, showcasing its exceptional performance in customer satisfaction. Indigo followed closely behind, with only 0.01 complaints per 10,000 passengers.
Delving into the nature of the complaints, it was found that 54.8 per cent of them were related to flight problems, such as delays or cancellations, indicating a significant area of concern for the airlines to address. Additionally, 17.8 per cent of the complaints pertained to refund-related issues, reflecting another aspect of the passenger experience that requires attention.
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Another significant issue that has garnered attention, particularly on social media platforms, is the behaviour of airline staff and passengers towards each other. According to the report, 4.6 per cent of complaints were attributed to behavioural circumstances, where staff members were reported to have behaved inappropriately or rudely towards passengers. Additionally, 10 per cent of complaints were related to baggage issues, indicating a need for improvement in handling and management procedures.
The report also highlights a commendable aspect of the airlines’ responsiveness, noting that out of the 732 complaints received, a staggering 729 have been promptly addressed and resolved.
