Airline Issues received from Consumers 

(Consumer Voice Website, You Tube Channel, Legal Desk Videos Comment Box)

1.      Delay in refund by the airlines in cases of cancelling the booking.

Consumers have complaints for long delay in refund. The experience of customer is that booking agency plays a vital role in delay. Airline informs that refund has already been sent to agency a month back but booking agency gives unsatisfactory replies when asked. Such as –we are processing, we are checking if your refund has come or we fail to identify your PNR etc. They hold the huge amount with them for months together for their gain. Number of such cases received against booking agents during last six months.

Airlines to check the functioning of their registered agencies and can develop a system wherein customer has option to get refund directly also.

(Many complaints against Makemytrip)

2.      Compensation offered for delay or cancelling the flight with the same yard stick for all cases with different facts.

·         Cancelling the flight for reasons beyond control and reason for technical faults are to be considered differently. Its view of the Commissions that technical fault is attributed to Airlines own fault and lack of maintenance, this cannot be taken lightly and compensation can be much higher for technical fault. 

·         Due to delay or cancelling flights, passengers miss their connecting flight causing disturbing their schedule for further journey consequently heavy monetary loss, missing some important event, interview or seminar, family function etc. Airlines offer compensation at their own discretion which is very little, customer left with no option but to consumer complaint for adequate compensation.

Compensation be decided depending on misery passenger faces in due course  

3.      Refusal to board in spite of confirmed booking.

Time and again Consumer commissions have given judgments against over bookings by Airlines and heavy penalty imposed with directions to stop over booking .Accommodating in next flight or adjusting ticket some other day is no solution. This practice attributes to Airlines own business comfort, cannot be compensated with money. There has to be some set criteria as to how much reasonable over booking can be done and it should be transparent 

 

4.      Redressal systems By Airlines

Redressal system of care centres or their grievance redressal committees in some cases is within their own parameters, by them and for their convenience

 

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