According to a recent survey conducted by LocalCircles, 90% of air passengers in India have alleged that Indian airlines have compromised on passenger comfort and made cost-cutting decisions over the past two years.
The survey received over 25,000 responses from air travellers located in 284 districts of India. The report noted that Indian airlines have compromised comfort, with complaints ranging from exorbitant fares, flight cancellations, delays, denied boarding, mishandled or lost luggage, significant increases in onboard food prices, undisclosed changes in boarding gates, and instances of staff displaying rude behaviour at check-in counters.
The Airports Authority of India (AAI) anticipates a continued surge in passenger numbers, projecting an overall passenger growth of 371 million in the fiscal year 2023-24 and a further increase to 412 million in the subsequent fiscal year, 2024-25. However, the report stressed that this week, complaints have reached a heightened level, particularly as numerous individuals headed to airports to embark on their Christmas and New Year holidays.
The survey also revealed that 78% of respondents indicated they had faced one or more issues when flying in the last 2 years. A substantial 88% of survey participants expressed the belief that airlines based in India have been compromising on passenger comfort and engaging in cost-cutting measures over the past two years.
The findings from the ‘India Airline Passenger Sentiment Survey’ highlight the need for Indian airlines to prioritize passenger comfort and satisfaction. As the demand for air travel continues to increase, airlines must ensure that they provide a superior travel experience to their passengers.
The report also suggests that airlines should focus on improving in-flight services such as meals and entertainment, aircraft interiors, and timely communication regarding flight delays. By addressing these issues, airlines can improve passenger satisfaction and loyalty, which is crucial for their long-term success.
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