In line with sectors like banking and insurance, Civil Aviation Ministry has decided to have an ombudsman to redress dispute and started the process of consultations with all stakeholders on the matter.
A proposal in this regard has been hanging fire since 2008-9. The ombudsman would act as an alternative dispute settlement machinery for passengers and others, an official spokesperson said.
The ombudsman would look into complaints and act as an arbitrator to settle disputes between consumers and airlines.
The proposal has been put on the website of the Ministry and the stakeholders have been asked to provide their comments on the matter by April 15, he said.
For the Indian civil aviation sector, one of the fastest growing sectors in the world where market forces play a lead role in providing services, it becomes necessary to provide a window for grievance redressal of passengers and also an effective mechanism for dispute resolution, he said.
Currently, the Directorate General of Civil Aviation looks into grievances of fliers, but this mechanism has largely failed as the aviation regulator has been starved of staffers and occupied with crucial safety issues.
The creation of an ombudsman was recommended by a Working Group constituted by the Ministry earlier, considering the potential for future growth and going by the best international practices, the spokesman said.
Sectors like banking, insurance, telecom and power have established ombudsmen for dispute settlement.
The Ministry has already held discussions with airline officials last year.
Since the Ministry allowed airlines to sell preferred seats and other services, there have been a growing number of complaints from passengers.
