‘Air Sewa’, an initiative of the Ministry of Civil Aviation looks to offer a convenient and hassle-free air travel experience to people, by including a mechanism for grievance redressal, back office operations for grievance handling, flight status/schedule information, airport Information and FAQs.
With an aim to provide a hassle-free and comfortable air travel experience to people, the Ministry of Civil Aviation launched the ‘Air Sewa’ web portal and mobile app. It provides an integrated common platform on which air passengers can lodge their grievances against all major stakeholders in aviation sector including airlines.
The users have the facility to upload voice or video along with an elaborate description of their issues. They are given a unique reference number for each of their reported grievances which are 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 on the web, based on the reference number provided. Once the grievance is redressed the user has an option to provide his feedback and rate the overall experience and satisfaction.
A total of 1,788 grievances have been registered on Air Sewa web portal and mobile app as on March 21, 2017 out of which 1,148 pertain to airlines and 446 to airports and the rest pertain to other stakeholders.
All complaints related to air services including flight delays, baggage loss and unusually long periods for refund besides long queues at airports can be registered using Air Sewa. The complaints can be registered under a specific category or sub categories such as Ticketing, Fares & Refunds, Flight Delays, Baggage, Check-in & Boarding, and also against a general category of Others.
Nodal officers have been selected for all stakeholder agencies to address the grievances in a time bound manner. Each grievance shared is directed to the responsible nodal agency for resolution based on the grievance category chosen by the complainant. The dashboard is divided into three categories consisting of grievances pending within time line, grievances pending beyond time line and closed grievances. Each grievance has a resolution time line defined for initial response as well as final resolution.
The users have an option to check the flight status and schedule of any airport. 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 and Wi-Fi services.