AirSewa Resolves Over 64,500 Passenger Complaints In Six Months, Government Reports
India's Ministry of Civil Aviation received over 64,000 passenger complaints during the first six months of 2026 through its digital grievance platform, AirSewa, and achieved a resolution rate of nearly 100 percent.
Union Civil Aviation Minister Kinjarapu Rammohan Naidu presented the figures in the Lok Sabha in response to a starred question regarding passenger rights awareness and digital grievance redressal mechanisms. Official ministry data revealed that the AirSewa portal logged 64,641 grievances during the six-month period, of which 64,546 were resolved, reflecting a resolution rate of 99.85 percent.
The AirSewa platform functions as a single-window portal to track grievances across multiple aviation entities. These include domestic and international airlines, airport operators, the Directorate General of Civil Aviation (DGCA), the Bureau of Civil Aviation Security (BCAS), and Customs and Immigration. The most common complaints submitted on the portal involved baggage claims, flight delays, ticket refunds, and check-in disputes.
To support the digital grievance mechanism, the ministry has established a permanent, round-the-clock Passenger Assistance Control Room (PACR). In his written response, Naidu explained that the initiative integrates the Ministry of Civil Aviation, DGCA, Airports Authority of India (AAI), and airlines for real-time monitoring of flight disruptions, baggage issues, and refunds, aiming to accelerate redressal and improve travel conditions.
The ministry also addressed challenges related to service quality during peak travel periods, noting that seasonal demand spikes, holidays, and heavy footfalls frequently lead to temporary congestion. Airport operators have been advised to implement operational measures to streamline passenger movement during such times.
To tackle low public awareness of passenger entitlements, the ministry has introduced mandatory transparency measures at physical and digital touchpoints. Airports are required to prominently display QR codes under the header "Know Your Rights When You Fly" at check-in counters and boarding gates, linking passengers directly to the MoCA Passenger Charter.
Airlines are also required to include links to the Passenger Charter in booking confirmations, tickets, and digital communications. The charter outlines entitlements related to flight delays, cancellations, denied boarding due to overbooking, baggage damage or loss, ticket refunds, and medical emergencies.
The DGCA continues to conduct regular surveillance operations and spot checks. Non-compliance with passenger-centric Civil Aviation Requirements, including rules on refund processing, flight cancellations, and assistance for passengers with reduced mobility, carries financial penalties and regulatory enforcement.
