88% of air travelers think Indian airlines cut corners, compromise comfort

Planning a trip often revolves around flight choices, but a recent survey reveals a concerning trend among Indian airlines. Despite a surge in domestic air travel, 9 out of 10 passengers feel these carriers are sacrificing comfort by cutting corners.

The aviation industry in India has seen substantial growth, witnessing a 9% increase in November with 127 million passengers. Predictions suggest a further rise to 371 million by 2023-24 and 412 million by 2024-25, prompting airlines to expand their fleets.

However, this positive trajectory doesn't align with customer feedback. A LocalCircles survey, drawing over 25,000 responses from Indian air travelers, showcases a rise in complaints. Issues range from fare hikes, flight cancellations, and delays to luggage mishandling, expensive in-flight services, abrupt gate changes, and staff behavior.

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During peak travel times like the Christmas-New Year holidays, grievances peak too. An overwhelming 78% of respondents reported facing one or more issues while flying in the last two years. Complaints spanned across in-flight services, boarding procedures, baggage handling, aircraft conditions, and delayed information sharing.

Specifically, passengers faced problems with meal services, boarding, baggage handling, and aircraft interiors. Moreover, there were concerns about airlines failing to share timely information, flight delays, and staff behavior both on the plane and at the airport. Overbooking and denial of boarding also drew ire.

Alarmingly, 88% of respondents believed that Indian airlines compromised on passenger comfort in the past two years, marking a significant increase from the previous year's 79%.

These findings underscore a glaring gap between the aviation regulator's oversight and the recurrent customer service shortcomings faced by travelers.