50,000 complaints filed on Air Sewa app since January 2021: Mohol | Latest News India

NEW DELHI: The civil aviation ministry’s complaint portal Air Sewa received 50,620 complaints against airlines from January 1, 2021 to December 3, 2024 and resolved 50,539 of them, Minister of State for Civil Aviation Murlidhar Mohol told the Lok Sabha in a written reply on Thursday.

Responding to a question from Thoothukkudi MP Kanimozhi Karunanidhi, Mohol said 16,715 complaints were received in 2024, 12,657 in 2023, 8578 in 2022 and 12,670 in 2021.

According to government data, there were also the most complaints related to flight delays in 2024. In 2023, 2,544 complaints were received, in 2022 there were 1,142 and in 2021 there were 491 complaints related to flight delays.

Former Civil Aviation Minister Ashok Gajapathi Raju launched the AirSewa portal and mobile app in November 2016 to enable air passengers to lodge their grievances related to all segments of the sector; Airlines, airports, regulator, aviation safety agency Bureau of Civil Aviation (BCAS) hub. The portal offers passengers the opportunity to upload their voice or video along with a detailed description of their problems.

Passengers can track the status and response to these complaints through both the mobile application and the web application using the reference number provided. Once the complaint is closed, the user has the opportunity to provide feedback and rate the overall experience and satisfaction.

Mohol said that the aviation regulator; To ensure adequate protection for air travelers, the Directorate General of Civil Aviation (DGCA) has issued passenger-oriented regulations, including: carriage of persons with disabilities and/or persons with reduced mobility by air; Reimbursement of airline tickets for passengers, facilities that airlines are required to provide to passengers due to denied boarding, cancellation of flights and flight delays.

“In order to ensure compliance with the provisions of relevant civil aviation requirements for provision of passenger services, DGCA is conducting surveillance (scheduled inspection) for Mumbai, New Delhi and Chennai, Bangalore and Hyderabad as per the annual monitoring plan,” Mohol said.