Timeliness of Air India/Vistara and SpiceJet flights as well as attitude and courteousness of IndiGo staff were among the major issues faced by fliers across India in 2023 as per an airline report card released by LocalCircles based on a pan-India survey of domestic fliers.
According to the survey report, 69% respondents cited ‘timeliness’ as the top issue they experienced while flying Tata Group-owned Air India and Vistara, followed by ‘quality and maintenance of aircraft’. Other issues flagged were ‘staff attitude and courteousness’, ‘food quality’, ‘baggage handling’ and ‘informational timelines and transparency’.
Similar question put to IndiGo fliers revealed ‘staff attitude and courteousness’ as the biggest area of concern, followed by ‘timeliness’.
Timeline of flights, information transparency and timely updates were the top issues majority of SpiceJet fliers highlighted.
Fliers who took Akasa flights found the airline lacking in customer service and timeliness.
“It is unfortunate that there is growing perception among the fliers that the airlines are taking them for granted and rendering services which are below expectations…. Some of these issues can be corrected if the regulator DGCA and the Ministry of Civil Aviation does policy interventions like having a passenger charter and create awareness about the same and enforces strongly when violations by airlines take place,” the report said.
The survey found that each of the airlines have their weaknesses according to fliers that need correction. It found that while Air India and Vistara need to do better on timeliness and aircraft maintenance/upkeep, IndiGo needs to put in special efforts in improving staff attitude and courteousness.
Spicejet, on the other hand, needs to not only work on timeliness but also information timeliness and transparency along with baggage handling. Similarly, Akasa the new entrant has been rated poorly on customer service with 75% of the fliers surveyed having an issue.
The survey received over 47,000 responses from airline fliers located in 302 districts of India. Around 66% respondents were men, while 34% were women. Around 46% respondents were from tier 1 cities, 30% from tier 2 and 24% respondents were from tier 3, 4 cities and rural districts.
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