SpiceJet receives maximum passenger complaints; DGCA issues SOP to airlines for handling disruptions

Latest data from the Directorate General of Civil Aviation or DGCA shows that low cost carrier SpiceJet is at the receiving end of the most number of passenger complaints. In its report, DGCA said that flight problems and refunds were the primary causes of passenger complaints.

In December 2023, there were 0.52 complaints for every 10,000 passengers carried. The report also stated that 99 percent of the 721 complaints received by airlines have been resolved. SpiceJet received the highest number of complaints at 422, followed by Air India which received 68 and Indigo received 65.

Meanwhile, in response to the challenges faced by passengers due to fog related disruptions, DGCA has directed airlines to publish accurate real-time information about flight delays. The aviation watchdog has issued Standard Operating Procedures urging airlines to sensitize staff at airports for effective communication with passengers.

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Against the backdrop of a significant number of flights getting delayed and cancelled and passengers facing tough times, the regulator has come out with a set of Standard Operating Procedures (SOPs).

Earlier in the day, Civil Aviation Minister Jyotiraditya Scindia said all stakeholders are working round-the-clock to minimise fog-related disruptions in flight operations and that DGCA will come out with SOPs to ensure "better communication and facilitation of passengers to minimise discomfort in view of flight cancellations and delays due to adverse weather".

The Directorate General of Civil Aviation (DGCA) on Monday said that airlines should be required to publish accurate real-time information regarding delays in their flights.

There should also be appropriate sensitisation of the airline staff at the airports to suitably communicate with and continuously guide and inform the passengers about flight delays, according to a release.