New Delhi, February 13: Congress MP Shashi Tharoor has raised concerns in the Lok Sabha regarding the Civil Aviation Ministry‘s claim of resolving 97% of complaints. While the ministry provided a response, Tharoor emphasized that the term “resolution” remains ambiguous. He questioned whether it signifies passenger satisfaction or merely the acknowledgment of complaints.
In a post on the social media platform X, Tharoor highlighted that the ministry’s assertion lacks clarity. He pointed out that when inquiries were made about immediate complaints that cannot wait for 72 hours, the ministry failed to provide information on any fast-track arrangements or clear escalation processes. This raises questions about adherence to regulations.
Tharoor further criticized the ministry for not disclosing the number of complaints against specific airlines, the penalties imposed, any regulatory actions taken, or whether there are established performance standards. He urged the central government to publicly release comprehensive data on complaints and pending cases, establish a robust and transparent escalation system, and ensure accountability to protect passengers’ rights and safety.
He specifically asked about the arrangements for urgent passenger complaints that cannot wait for the stipulated 72-hour timeframe. Tharoor inquired if there is a fast-track or escalation process for such cases and requested details on the percentage of complaints resolved since the establishment of the passenger assistance control room.
Additionally, he sought a categorized breakdown of complaints, including flight delays, cancellations, refunds, baggage handling, and airport services. Tharoor questioned whether the government has identified any systemic issues or recurring problems based on the complaints received, and if so, what measures have been taken or proposed to address them.
In response, the ministry stated that a 24-hour passenger assistance control room has been established for real-time monitoring and quick resolution of air passenger complaints. This control room operates in coordination with airlines, airports, and other stakeholders to prioritize problem-solving.
Since its inception, approximately 97% of passenger complaints have been resolved, and information on complaints received up to February 9 has been shared. However, Tharoor reiterated the need for the government to make all complaint and pending case data public.
The ministry acknowledged that analysis of complaints has revealed several recurring and systemic issues, primarily related to crowding during peak hours, operational and weather-related flight disruptions, delays in refunds, baggage handling issues, parking complaints, and challenges related to passenger convenience.
To address these issues, steps have been taken to improve coordination among all stakeholders, provide regular training and awareness for frontline staff, and enhance monitoring through a digital complaint platform.
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