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Government mulls ombudsman for air travellers

  • Published
    9th Nov, 2023

Department of consumer affairs received number of complaints by consumers related with airlines like denial of boarding, non –availability of free seats and irrational behaviour of air staff etc.

Why the need for ombudsman?

  • Domestic air travellers exceeding pre-Covid levels recording new highs, complaints from passengers has forced the government to discuss setting up of an ombudsman to address grievances.
  • India is the third biggest domestic aviation market in the world, after the US and China. 
  • Issues such as delays in refunds from airlines, denied boarding and unavailability of free seats at the time of booking a ticket and web check-in.
  • Discussed ways to integrate the National Consumer Helpline of the Ministry of Consumer Affairs and the AirSewa portal of the Ministry of Civil Aviation and ways to create more awareness about Passenger Charter which details the rights of passengers.

Regulators related with airlines safety and security

  • For aviation safety: Directorate General of Civil Aviation
  • Aviation security: Bureau of Civil Aviation Security
  • Airport tariff: Airport Economic Regulatory Authority
  • Aircraft Accidents Investigation Bureau.
  • However there no authority for grievances from air travellers.
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