79% of Passengers Believe Airlines Are Compromising on Comfort and Cutting Corners after the Pandemic
Moneylife Digital Team 31 May 2022
After the COVID-19 pandemic, almost 79% of passengers surveyed in India believe airlines are compromising on passenger comfort and cutting corners.
 
Many Indian passengers on various social media platforms have started to complain about issues they face with airlines. Lately, the complaints have been about flight delays, the behaviour of staff on the ground and, at times, in flight, baggage handling and lack of timely information sharing, to name a few. 
 
LocalCircles, which conducted the survey, says, "The findings suggest that flight delays, inflight services, boarding and check-in procedures, baggage handling and timely information sharing are some of the top issues Indian passengers have with airlines in India. Furthermore, 79% of passengers surveyed in India believe airlines are compromising on passenger comfort and cutting corners after the pandemic. The highest number of airline passengers have expressed dissatisfaction with SpiceJet, followed by IndiGo."
 
 
Only recently, IndiGo airlines received much flak after it denied boarding to a child with special needs on a Hyderabad-bound flight at the Ranchi airport, despite the plea of parents and several doctors taking the flight. In another recent incident, citizens had posted on social media that SpiceJet did not communicate at the earliest when the flight was delayed and passengers had to spend more than 45 minutes inside an aeroplane in hot weather when the Air Traffic Controller (ATC) had stopped the airline from flying allegedly due to payment issues. 
 
Passengers have flagged several such incidents and many now believe that several airlines are compromising on passenger comfort and cutting corners after the pandemic, LocalCircles says.
 
To understand the top concerns passengers have with Indian airlines and know if they think that airlines are compromising on passenger comfort and cutting corners after the pandemic, LocalCircles conducted the survey. Over 33,000 responses were received from over 15,000 airline passengers located across 274 districts of India. 
 
Flight delays, inflight services, boarding & check-in procedures, baggage handling and timely information sharing among top issues Indian passengers face with airlines
 
The first question in the survey asked Indian passengers, "What are some of your top complaints about Indian airlines?" In response, 41% said 'flight delays', 37% said 'in-flight services including meals, entertainment', 28% said 'poor aircraft interiors including seats, entertainment system', 22% said 'airline staff behaviour inside the flight and at airport', 30% said 'boarding and check-in procedures and baggage-handling', 28% said 'timely information sharing', and 7% cited 'Other reasons'. About 6% did not have an opinion. 
 
Respondents were permitted to report one or more complaints in this poll. On an aggregate basis, LocalCircles says, flight delays, inflight services, boarding and check-in procedures, baggage handling and timely information sharing are among the top issues Indian passengers face with airlines. 
 
79% of passengers surveyed in India believe airlines are compromising on passenger comfort and cutting corners after the pandemic
 
LocalCircles asked the next question to Indian passengers: "Are airlines compromising on passenger comfort and cutting corners after the pandemic?" 
 
In response, only 15% said 'no'. The majority, 79% of passengers surveyed, said 'yes' airlines are compromising passenger comfort and cutting corners after the pandemic, while 6% did not have an opinion. This question received 11,350 responses.
 
Highest number of airline passengers express dissatisfaction with SpiceJet followed by Indigo
 
The next question from LocalCircles sought to understand from Indian passengers which domestic airline services they are most dissatisfied with. In response, 18% said 'IndiGo', 28% said 'SpiceJet', 2% said 'Vistara', 14% said 'Air India', 7% said 'Go First', and 6% said 'AirAsia India'. 25% did not have an opinion. On an aggregate basis, the highest number of airline passengers expressed dissatisfaction with SpiceJet, followed by IndiGo. This question received 11,415 responses.
 
The Indian aviation industry is steadily making its comeback after airlines companies faced shutdown of flights amidst the COVID-19 pandemic. According to media reports, citing data compiled by ICRA, domestic air passenger traffic is estimated to have logged a 69% year-on-year (y-o-y) growth at 35.7mn (million) passengers travelling in January-April 2022. In April alone, 10.9mn passengers took a flight.
 
LocalCircles says it will escalate the findings of this survey with the ministry of civil aviation and the Central Consumer Protection Authority (CCPA), so passenger and consumer issues can be evaluated for corrective policy and enforcement action.
 
Comments
saharaaj
2 months ago
Airlines not only cut corners they cut sides also cost cutting is so sever one whatup message was one airline recruits short girls with high hemline to save fuel
saharaaj
2 months ago
why DGCA makes it compulsory fo r Airlines to mention portal on tickets in case of any complaint or only talk about work but hardly work ... like public deabtae on noise channels only anchors talk
Khattarmd
2 months ago
The regulator has to step in . Such huge % of passengers being dissatisfied is a sad state
Spice Jet and Indigo deserve to be hauled up and even penalised
It appears the survey did not cover the safety aspect
veereshmalik
2 months ago
Boils down to a single simple factor - the MINIMUM (not average) size and specifications of an adult passenger seat inside an Indian flag airplane being used for domestic scheduled passenger services. In addition, airlines should specify prior accepting booking what the seat width, pitch and recline will be. In addition, "slimline" seats should not be offered on longer flights, domestic or international.
Pradeep Deb
2 months ago
Good for the airlines that Indian consumers are exclusively worried about their comfort, and not about the cost-cutting In safety, maintenance and training of employees.
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