1. 9 out of 10 passengers believe Indian Airlines sacrificed comfort in the last 24 months.
2. A survey by LocalCircles shows 88% of respondents faced issues during flights.
3. Major concerns include in-flight services, boarding procedures, baggage handling, and staff behavior.
New Delhi, Jan 05: The recent findings from a survey on India’s aviation sector have raised significant concerns, with 9 out of 10 passengers expressing the belief that domestic airlines have been sacrificing comfort and taking shortcuts over the past 24 months.
The survey, conducted by LocalCircles, revealed that 88% of respondents encountered one or more issues during their flights in the last two years.
When delving into the specific challenges faced by passengers, the responses highlighted various concerns. The largest group, comprising 39% of respondents, expressed dissatisfaction with in-flight services, encompassing meals and entertainment.
Additionally, 35% reported issues related to boarding, check-in procedures, and baggage handling. About 9% cited problems with the behavior of airline staff, both on the flight and at the airport.
Among the reported issues was the denial of boarding to passengers who arrived a few minutes late, leading them to the airline’s ticket counter to pay significantly higher charges for the next available flight.
The survey report emphasized, “Airlines overbooking and denying boarding to passengers showing up a few minutes late was a common issue reported along with rude behaviour of staff in many such instances.”
It further highlighted malpractices where late arrivals were directed to re-book at the ticket counter, resulting in additional costs for a same-day booking.
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Overall, the survey paints a picture of declining customer service and care provided by India-based airlines.
The percentage of passengers who believe that airlines are compromising on passenger comfort and cutting corners has risen from 78% in the 2022 survey to a concerning 88% in the 2023 survey, signaling a worsening trend.
The survey report also noted that many passengers feel the aviation regulator has been largely unaware of customer service shortcomings and urged for better services, improved staff behavior, and faster escalation mechanisms for passengers in real-time.
