Civil Aviation Ministry today launched a new digital platform, which would enable fliers to register their complaints regarding various services through a mobile app or a web portal.
The new mobile app, AirSewa was launched by Civil Aviation Minister Ashok Gajapathi Raju here.
It will be operated through an interactive web portal as well as through a mobile app for both android and iOS platforms.
The portal will include a mechanism for grievance redressal, back office operations for grievance handling, flight status/schedule information, airport Information and FAQs.
Speaking on the launch ceremony, Raju said his Ministry was committed to provide a hassle-free and comfortable air travel experience to people.
To do this, he said, it is necessary to recognise the pattern of problems that people face, and make suitable systemic improvements in our working.
Raju called upon all service providers to adopt the spirit of continuous improvement so that the collaborative platform of AirSewa can make air travel enjoyable for people.
Noting that flight delays, problem in refunds, long queues and lack of proper facilities at airports and complaints of lost baggage were some of the most common problems that air travellers are facing today, Sinha stressed the need to respond to these problems in a systematic rather than an adhoc manner.
AirSewa is an attempt to provide such a systematic approach to redressing passenger grievances, he said adding although it was a major challenge to get the various players who are a part of the civil aviation ecosystem on to a common platform, this has been achieved through the newly launched service.
The grievance redressal portal offers facility to passengers to upload their voice or video along with an elaborate description of their issues.
They will be given a unique reference number for each of their reported grievances which would also be communicated through an email as well as an SMS.
The users can track the status and response to these grievances through the mobile application as well as the web application based on the reference number provided. Once the grievance is closed the user has an option to provide his feedback and rate the overall experience and satisfaction.
For this purpose, nodal officers have been selected for all stakeholder agencies who will address the grievance in a time bound manner. Each grievance shared will be directed to the responsible nodal agency for resolution based on the grievance category chosen by the complainant.
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