One after another untoward incidents prompted bad ratings
Winning Bizness Desk
Mumbai. Air travellers in India are unhappy with the service provided by the airline. According to a report, the behavior of consumer service and airline staff has also worsened after the pandemic. A local circle survey has found that around 79% of 15,000 air passengers believe that airlines in India are compromising on passenger comfort and escaping responsibility by making excuses for the pandemic.
Bad interior of the aircraft
The survey participants rated the worst service as SpiceJet Ltd, followed by IndiGo, the country's largest airline with 55% market share. The complaints from all airlines include flight delays, poor in-flight service, poor boarding procedures and poor interiors of the aircraft. In a recent high-profile incident, IndiGo prevented a disabled teenager from boarding a flight, saying that the boy was making a mess, which could pose a safety hazard. India's aviation regulator launched an investigation into the matter, which found that IndiGo was not complying with the rules and that its employees improperly handled the passenger. Investigation is on on this.
Many untoward incidents one after another
Recently a viral video has also surfaced in which a woman got panic attack. The reason behind this was that the lady was stopped from boarding saying that she had come after the gate was closed. SpiceJet in its clarification said that it is giving priority to automation, technology and sustainability to improve the customer experience. IndiGo said it is also focusing on digitization to provide a contactless travel experience to its customers. The use of technology from check-in to boarding and beyond has helped reduce waiting times at airports.
Shortage of employees in airlines
There is a shortage of employees in airline companies. IndiGo reported a decline in its fourth quarter results. It also laid off 10% of its employees in 2020 and asked all employees to take leave without pay last year. SpiceJet also stopped the salaries of the employees. When people stopped traveling by flight during India's second Covid wave, some employees were paid based on the hours they worked.
Fare also increasing
Indian airlines companies have also increased the fare. They are recovering the rising fuel prices by increasing the burden of ticket prices. For example, a traveler will have to pay 200 rupees ($2.60) for a boarding pass at the airport if they haven't done web check-in. On this arbitrary attitude, the Civil Aviation Minister of India, Jyotiraditya Scindia, after the complaint of the SpiceJet passenger, also ordered an inquiry.