Portal for flier complaints against airlines, airports

Filing a complaint against an airline or airport operator for deficiency in services is going to be just a click away for fliers, with the Civil Aviation Ministry planning to set up a dedicated portal for the purpose.

The complaints from passengers recieved through the portal will be sent directly to the nodal officer of the airline or airport operator concerned, who will have to redress the grievances in a time-bound manner, sources said.

A brainchild of Minister of State for Civil Aviation Jayant Sinha, the proposed grievance redressal platform will enable aggrieved fliers to file their complaints directly on the portal, as well as check the status, they said.

The proposal to set up such a platform came after Sinha took a meeting of various stakeholders last week, during which he discussed various air passenger-related issues, among others.

“Discussed ways to improve air travel experience of passengers with various stakeholders of the aviation ecosystem,” Sinha tweeted after the meeting.

The government has, of late, taken several passenger-centric measures, including capping of ticket cancellation charges, as well as enhancing compensation to fliers for both denied boarding and delayed flights.