Government of India launches ‘AirSewa Portal’
The Union Minister for Civil Aviation Ashok Gajapathi Raju Pusapati launching the AirSewa Portal in New Delhi
AirSewa is an initiative of the Ministry of Civil Aviation to offer people a convenient and hassle-free air travel experience. It will be operated through an interactive web portal as well as through a mobile app for both android and iOS platforms. The portal will address grievance redressal, back-office operations, flight status/schedule information, airport information and FAQs.
With the launch of AirSewa, passengers will be able to register their grievances through the mobile app or the web portal. The users will have the facility to upload voice or video along with an elaborate description of their issues. They will be given a unique reference number for each of their reported grievances which would also be communicated through an email as well as an SMS. The users can track the status and response to these grievances through the mobile application as well as the web application based on the reference number provided. Once the grievance is closed, the user has an option to provide his feedback and rate the overall experience and satisfaction.
The Minister of Civil Aviation, Ashok Gajpathi Raju, while launching the AirSewa portal and mobile app in New Delhi, said that the ministry is committed to provide a hassle-free and comfortable air travel experience to people and to do this it is necessary to recognise the pattern of problems that people face and make suitable systemic improvements in the operations.
Jayant Sinha, Minister of State for Civil Aviation, said that flight delays, the problem in refunds, long queues and lack of proper facilities at airports and complaints of lost baggage are the most common problems that air travellers are facing today. He stressed upon the need to respond to these problems in a systematic rather than an ad-hoc manner. He said that AirSewa was an attempt to provide such a systematic approach to redressing passenger grievances. Sinha also said that although it was a major challenge to get the various players who are a part of the civil aviation ecosystem to converge on a common platform, this has been achieved through AirSewa.
Nodal officers have been selected for all stakeholder agencies who will address the grievance in a time bound manner. Each grievance shared will be directed to the responsible nodal agency for resolution based on the grievance category chosen by the complainant. The dashboard shall be divided in three categories consisting of grievances pending within timeline, grievances pending beyond time line and closed grievances. Each grievance shall have a resolution timeline defined for an initial response as well as final resolution. Each communication made by the nodal officer will be sent through an alert through email and SMS.
Raju also called upon all service providers to adopt the spirit of continuous improvement so that the collaborative platform of AirSewa can make air travel truly enjoyable for people.
Users will have the option to check flight status and schedule between any of the airports. Flights can be searched on the basis of flight number or for all flights to a particular airport. Airport Information will display basic weather information and connecting flight details from the airport. Airport information will include basic details and contact information regarding airport services like wheel chair, transport/parking, Wi-Fi services, rest-and-relax etc.
