Passenger survey unearths industry challenges

Flying entails more than merely travelling from point A to point B; it involves numerous variables that significantly impact passenger satisfaction and lately, India's aviation sector has experienced a notable decline in customer satisfaction, as highlighted by a recent survey.

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This survey has brought to light various challenges encountered by passengers, signalling a significant concern within the industry.

It is clear that in recent months, stories of delayed flights, instances of rude staff behaviour, and baggage mishaps have become increasingly common. Last month, major carriers like IndiGo, SpiceJet, Air India, and Vistara, as well as newer players like Akasa Air, encountered a turbulent period.

Passengers found themselves stranded at numerous airports, including Delhi, Lucknow, and Kozhikode, often without advance notice of flight cancellations and insufficient updates. The disruptions were attributed to a range of issues, including weather-related problems, technical glitches, and unprofessional conduct by airline and airport personnel.

According to a survey conducted by LocalCircles, 69 per cent of respondents reported that both Tata Group-owned Air India and Vistara fell short on timeliness. Additionally, 55 per cent of passengers flying with the airlines expressed concerns regarding aircraft maintenance.

Approximately 38 per cent of respondents highlighted issues related to staff attitude and courteousness, while another 38 per cent cited problems with baggage handling. Similarly, an additional 38 per cent reported challenges with the timeliness and transparency of information provided during flight delays or cancellations.