Will the ‘AirSewa’ complaint redressal cell help resolve passenger grievances?

Are you facing problems like airline delays, refund troubles, long waiting queues, subpar airport amenities or baggage loss? You don’t have to feel helpless anymore, as the Ministry of Civil Aviation (MoCA) has come to your rescue. Now you can file all your grievances and complaints against all parties involved in the aviation industry through one single window portal – the ‘AirSewa’ cell, reports BusinessLine. This specialised cell is formed under the AirSewa division that operates a web portal and a mobile app.

Mathrubhumi couldn’t independently verify the report.

The formation of this cell comes in response to increasing passenger grievances about sudden and steep hikes in airfares, particularly during festivals, holidays, and emergencies. The MoCA has recognised the need for a structured mechanism to monitor and regulate airfare pricing, ensuring transparency and fairness in the aviation sector.

How to file a complaint on the AirSewa portal 

• Visit the AirSewa website and click on grievances.
• After this, a grievance redressal window opens that shows various passenger issues ranging from airports to flight delays, etc.
• Select the nature of your complaint accordingly and click on report a new grievance.
• Log in with your ID and password to report your complaint.
• You can also submit your complaint in the form of audio or a video file along with the detailed explanation of your complaint.
• Once the complaint is registered, you will receive a unique reference number.
• Using this number, you can track the progress of your complaint via mobile app or website.

Meanwhile, a completely new system for tracking aviation fares and resolving passenger complaints relating to air fares is currently underway.

Beyond the establishment of the complaint cell, the Directorate General of Civil Aviation (DGCA) has been proactive in addressing passenger concerns. The DGCA has directed airlines to submit detailed fare data to monitor and prevent overpricing. This move aims to create a more transparent pricing structure and prevent arbitrary fare hikes.

Furthermore, the Ministry of Consumer Affairs has reported a significant number of complaints related to airline services, highlighting the need for improved customer service and accountability within the aviation industry.

The establishment of the Airfare Complaint Redressal Cell signifies the government's commitment to protecting passenger interests and ensuring a fair and transparent aviation sector. By providing a direct channel for grievances and implementing measures to monitor airfare pricing, the Ministry of Civil Aviation aims to enhance the overall travel experience for passengers across India.