Issues in India's Aviation Sector
The recent incident involving an off-duty Air India Express pilot at Delhi airport highlights broader systemic issues in India's aviation sector.
Passenger Complaints
- Between 2021 and October last year, over 36,500 passenger complaints were recorded.
- Though complaints about staff behavior are a minor portion, they often arise during disruptions like delays or cancellations.
- Passenger complaint rates have increased even when passenger volumes decrease, indicating dissatisfaction beyond mere crowding.
Causes of Complaints
- Major grievances include flight disruption, refunds, and baggage issues.
- "Reactionary" delays, which stem from earlier disruptions, are prevalent during monsoon and winter seasons.
Operational Challenges
- Frontline staff are under pressure, with pilots, cabin crew, and ground personnel acting as the last interface with passengers.
- Although airline employment has expanded, high passenger-load factors and tight schedules leave little room for error.
Regulatory and Economic Pressures
- New Flight Duty Time Limitations (FDTL) rules mandate liberal duty rosters and rest periods to enhance safety.
- Implementing these rules has led to flight cancellations as airlines adjust schedules.
- Airlines spent ₹2.51 crore in October on passenger compensation due to cancellations and delays.
Recommendations
- Closing complaints does not resolve underlying systemic issues.
- Airlines need to treat service quality, labor conditions, and operational resilience as essential infrastructure.
