The Air Sewa portal has recorded over 97,000 complaints against airlines since its inception in 2016, revealing persistent challenges faced by passengers in India. Nearly 90% of air travel grievances target airlines, underscoring the need for improvements in the sector.
Overview of Air Sewa Complaints
Since its inception in 2016, the AirSewa portal has served as a crucial platform for addressing air travel grievances in India. With over 97,000 complaints lodged against airlines, it highlights the significant issues faced by passengers. The portal aims to provide a structured and efficient means for travelers to report their concerns, ensuring timely resolutions.
Key Statistics
- 8,262 complaints against airlines out of 109,834 total complaints.
- Peak complaints during the pandemic in 2020: 19,573.
- Registered users increased from 346 in 2016 to over 1.67 lakh by 2025.
- Technical issues reported include signup failures and unresponsive servers.
- AirSewa 2.0 was launched in 2018 to enhance user experience.
The Ministry of Civil Aviation has acknowledged the challenges users face and has established a dedicated Control Room to address these concerns. Despite criticisms, the portal remains a centralized resource for air passenger grievances.
Statistics on Airline Grievances
Since its inception in 2016, the AirSewa portal has recorded over 97,000 complaints against airlines, highlighting significant passenger dissatisfaction. Official data indicates that airlines received 8,262 complaints out of a total of 1,09,834 filed by July 2025. Notably, complaint volumes surged during the pandemic, with a peak of 19,573 complaints in 2020.
The portal was designed to facilitate the resolution of passenger issues efficiently, allowing users to include multimedia evidence with their complaints. However, it has faced criticism for technical glitches and usability issues, prompting the Ministry of Civil Aviation to establish a dedicated Control Room to address these concerns.
Key Steps for Filing a Complaint
- Register on the AirSewa portal.
- Submit your complaint with relevant details.
- Attach any supporting documents or media.
- Track the status of your complaint through the portal.
- Contact the Control Room for unresolved issues.
Pandemic Impact on Complaint Volumes
Since its inception in 2016, the AirSewa portal has seen a significant number of complaints, predominantly against airlines, with over 97,000 grievances recorded. The data reveals that airlines are responsible for nearly 90% of these complaints, highlighting ongoing issues in air travel customer service.
Notably, complaint volumes surged during the pandemic, with 19,573 complaints filed in 2020 alone. This trend continued into 2024, where another spike was observed, indicating persistent dissatisfaction among passengers.
Key Statistics on Complaints
- Total complaints filed: 109,834
- Complaints against airlines: 8,262
- Highest complaints in a single year: 19,573 (2020)
- Pending complaints: 10
- Registered users by 2025: Over 1.67 lakh
Role of Directorate General of Civil Aviation
The Directorate General of Civil Aviation (DGCA) plays a crucial role in addressing passenger grievances in India. Since the launch of the AirSewa portal, the DGCA has received a significant number of complaints, ranking third among various agencies involved in civil aviation oversight. With a total of 1,831 complaints reported, it highlights the ongoing challenges faced by travelers.
Complaints Statistics
| Agency | Complaints Received |
|---|---|
| Airlines | 8,262 |
| DGCA | 1,831 |
The AirSewa portal was designed to streamline the complaint resolution process, allowing users to submit issues efficiently. Despite its intentions, the portal has faced criticism for technical issues, prompting the ministry to establish a dedicated control room to address these concerns. As the number of registered users continues to grow, the DGCA remains committed to enhancing passenger experiences in Indian aviation.
User Experience Issues with Air Sewa
Since its inception in 2016, the Air Sewa portal has been a crucial platform for lodging complaints against airlines in India. With over 97,000 grievances filed, it highlights significant user experience challenges. The portal was designed to facilitate quick resolutions, yet many users have reported technical issues that hinder their ability to submit complaints effectively.
Common problems include sign-up failures, repetitive verification loops, and unresponsive servers, which have led to frustration among passengers. These issues have been acknowledged by the Ministry of Civil Aviation, which has established a dedicated Control Room to address grievances related to the portal’s usability.
Common User Experience Issues
- Sign-up failures preventing account creation
- Multiple verification requests causing delays
- Unresponsive servers during peak complaint times
- Lack of integration with online travel agents
- Inconsistent feedback on complaint status
AirSewa Portal Features and Updates
The AirSewa portal, launched in November 2016, serves as a dedicated platform for addressing air travel grievances in India. With over 97,000 complaints filed against airlines, it has become an essential tool for passengers seeking resolutions. The portal allows users to submit complaints along with supplementary voice or video evidence, enhancing the clarity of grievances.
Despite its success, the portal has faced criticism regarding technical issues, including sign-up failures and unresponsive servers. The Ministry of Civil Aviation has acknowledged these problems and established a Control Room to address user concerns promptly.
Key Features of AirSewa
- Time-bound resolution of passenger complaints
- Ability to upload multimedia evidence
- Increased user base from 346 to over 1.67 lakh
- Regular updates and enhancements, including AirSewa 2.0
- Dedicated support for technical issues
Complaints by Other Agencies
While airlines account for the majority of complaints on the AirSewa portal, other agencies have also received a notable number of grievances. The Directorate General of Civil Aviation (DGCA) reported 1,831 complaints, with a few still pending resolution. In contrast, agencies like the Bureau of Civil Aviation Security (BCAS) and customs received significantly fewer complaints.
Steps for Filing Complaints
- Visit the AirSewa portal or download the mobile app.
- Create an account or log in if you are a registered user.
- Navigate to the complaints section and provide necessary details.
- Upload any supporting documents or media if required.
- Submit your complaint and await a response from the airline or agency.
Response from Civil Aviation Ministry
The Civil Aviation Ministry has acknowledged the high volume of complaints against airlines on the AirSewa portal, with over 97,000 grievances recorded since its inception in 2016. In response to concerns raised by MP Brijmohan Agarwal, the minister outlined that the Directorate General of Civil Aviation has also received numerous complaints, emphasizing the ministry’s commitment to addressing passenger issues.
Despite the portal’s intent to provide a streamlined platform for resolving grievances, users have reported technical challenges. The ministry is aware of these issues and has established a dedicated control room to handle complaints related to usability and technical difficulties. They have committed to resolving these matters promptly.
Steps to Report Issues on AirSewa
- Visit the AirSewa portal or app.
- Register your account or log in if already registered.
- Submit your complaint detailing the issue.
- Upload any relevant voice or video evidence.
- Track the status of your complaint through the portal.
User Registration Growth on Air Sewa
Since its launch in November 2016, the AirSewa portal has seen significant growth in user registrations, reflecting its increasing importance in addressing air travel grievances in India. Initially starting with just 346 registered users, the platform has expanded to over 1.67 lakh users by 2025, showcasing a robust demand for its services.
The portal was designed to provide a streamlined process for passengers to file complaints and seek resolutions. Despite some criticism regarding technical issues and usability, the Ministry of Civil Aviation has taken steps to address these concerns. A dedicated Control Room has been established to manage passenger grievances and improve the overall user experience.
| Year | Registered Users |
|---|---|
| 2016 | 346 |
| 2025 | 1,67,000+ |
Future Plans for Air Sewa Integration
The Air Sewa portal has seen significant usage since its launch, with over 97,000 complaints filed against airlines. Despite its growth and the introduction of AirSewa 2.0, the Ministry of Civil Aviation has no current plans to integrate the portal with online travel agents or aggregators. This decision aims to maintain a centralized system for handling passenger grievances.
While the portal has faced criticism for technical issues, the ministry has established a dedicated Control Room to address these concerns. Efforts are ongoing to improve user experience and resolve reported problems promptly.
| Year | Complaints Filed |
|---|---|
| 2016 | 346 |
| 2020 | 19,573 |
| 2024 | 19,262 |
Conclusion
Addressing passenger grievances effectively remains a critical challenge for airlines in India, as evidenced by the overwhelming number of complaints filed on the AirSewa portal. With over 97,000 grievances recorded since its inception, the need for a responsive and user-friendly platform is paramount. While the AirSewa initiative aims to streamline complaint resolution, ongoing technical issues and user experience challenges highlight areas for improvement. For airlines to enhance customer satisfaction and trust, they must prioritize resolving these issues and ensure that passengers feel heard and supported throughout their travel experience.
FAQs
What is the AirSewa portal?
AirSewa is a government platform launched in 2016 for passengers to file complaints against airlines and seek resolution for their issues.
How many complaints have been filed against airlines on AirSewa?
Over 97,000 complaints have been lodged against airlines on the AirSewa portal since its launch.
What were the peak years for complaints on AirSewa?
The highest complaint volumes occurred during the pandemic in 2020 and again in 2024, with 19,573 and 19,262 complaints respectively.
What issues have users faced with the AirSewa portal?
Users have reported technical glitches, including signup failures, verification loops, and unresponsive servers.
Is there a plan to integrate AirSewa with online travel agents?
Currently, there are no plans to integrate AirSewa with online travel agents; the process remains centralized through the portal.