DGCA report: Flight issues and refund concerns top complaint list

In the latest report from the Directorate General of Civil Aviation (DGCA), passenger complaints in December 2023 were primarily related to flight issues and refund concerns among scheduled domestic airlines.

Of the 712 total complaints, 61.8% were associated with flight problems, while 12.8% pertained to refund issues. Despite these challenges, airlines successfully resolved approximately 99% of the complaints.

SpiceJet received the highest number of complaints (422), followed by Air India (68) and IndiGo (65). The majority of grievances have been addressed, with only seven pending cases. The DGCA has closely monitored the situation, stressing the importance of airlines providing accurate real-time information about delays and disruptions to passengers.

Amidst dense fog affecting large parts of northern India for the third consecutive day, disrupting more than 160 flights, the DGCA has instructed airlines to publish precise real-time information regarding flight delays. Given recent disruptions due to adverse weather conditions at various airports, the DGCA issued mandatory Standard Operating Procedures (SOPs) to airlines. According to the SOP, airlines must notify passengers through their website, direct messaging, and airport bulletins. Additionally, airlines are encouraged to train their staff to effectively communicate, guide, and inform passengers about flight delays.

To prevent congestion and alleviate passenger inconvenience, the DGCA has allowed airlines to cancel flights anticipated or consequentially delayed beyond three hours due to adverse weather conditions.