First Indian Railways launched an app to register consumer complaints, and then EPCA launched ‘Hawa Badlo’ app to allow people to register their complaints against air pollution in Delhi-NCR. It becomes easy for ministries to keep a tab of their governance through these apps and portals, and helps them improve the services.
Now, Ministry of Civil Aviation has launched an app and a portal called ‘AirSewa’ to allow consumers to register any complaint related to their air travel. Flight passengers will not only take in your complaints, but also provide information related to your flight, schedules and airport information.
The Minister of Civil Aviation Shri Ashok Gajpathi Raju said that his Ministry is committed to provide a hassle-free and comfortable air travel experience to people. To do this, he said, it is necessary to recognize the pattern of problems that people face, and make suitable systemic improvements in our working.
Apart from the desktop website, there is also an app for Android and iOS. The portal will include a mechanism for grievance redressal, back office operations for grievance handling, flight status/schedule information, airport Information and FAQs.
Some of the common problems faced by Indian travellers are flight delays, refund issues, long queues and lack of proper facilities at airports and complaints of lost baggage. There is no particular one stop shop for addressing these problems and AirSewa is a medium for that.
How to get started on AirSewa?
This is a big relief for frequent flyers, who have to keep worrying about facing problems at the airport. In case you want to file a complain on the app, go to grievance redressal. Since there can be problems from either the airplane, the airlines, the airport etc. you have the option to choose the related matter.
You can type your grievance, or even upload a voice or a video file onto the portal as proof. Other details like PNR number, date of journey and airlines information can also be entered. You 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/her feedback and rate the overall experience and satisfaction.
Who will manage all the grievance redressals?
Since the Civil Aviation Ministry has taken the onus to provide solutions to customers’ issues, Nodal officers will be 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.
This way, the redressal dashboard will allow these officers to see new issues, pending resolutions and closed grievances. The users can also revisit their complaints if the resolutions do not happen on time.
Other than these, the consumers can take a look at airports and their facilities, flight schedules and check flight status. This also provides an excellent interface for foreigners in India, who want to know about flight times and plan their trip accordingly.
The initial few months will see a lot of complaints currently faced by airlines. A lot of these complaints have actually been redirected to social media, but this portal will ensure all such problems are tackled in a professional and a timely manner.
Source: PIB"Govt Launches AirSewa Portal & Mobile to Provide a Hassle-Free Air Travel Experience",