DGCA tightens screw on airlines on travellers' complaints

A large chunk of air travellers have been resenting problems relating to delayed flights and customer services of various airlines, though official data showed substantially less number of complaints in July compared to June.
The number of complaints received by aviation regulator Directorate General of Civil Aviation (DGCA) in July was 581 compared to 900 in June, official data showed.
Almost 30 per cent of passenger complaints related to troubles with flight cancellations or delays, while about 25 per cent of passengers expressed discontentment over customer services of various airlines, the July data showed.
The percentage of complaints about staff behaviour in July was 11.5 per cent, compared to 7.9 per cent in June.

While lost baggage complaints totalled over 18 per cent in July, it was 23 per cent in the previous month.
Officials said these complaints have led the DGCA to tighten the screw on airlines, especially on checking instances of rude or unhelpful behaviour of their staff at airports and in the aircraft.
The air carriers have also been told to improve quality of service particularly when the flights have been delayed or cancelled, they said, adding they have been asked to follow the laid-down guidelines about provision of snacks in case of delays and accommodation in case of last-minute cancellation.