Ombudsman needed in the aviation sector in India:

Source: The post ombudsman needed in the aviation sector in India has been created, based on the article “A voice for consumers: Ombudsman for aviation sector a good move” published in “Business standard” on 21st March 2024.

UPSC Syllabus Topic: GS Paper 2 – Governance – transparency & accountability and institutional and other measures

News: This article discusses the Indian Civil Aviation Ministry’s idea of creating an ombudsman for the aviation sector. This is to better address passenger complaints and concerns, especially with issues like extra fees and refund policies, in a rapidly growing industry.

What are the issues with the aviation sector in India?

Extra Fees: Some low-cost carriers charge for seat selection at web check-in, which can be seen as deceptive fees.

Refund Policies: Confusion over who is responsible for refunds during flight cancellations, as seen during Covid-19.

Complaints Management: Existing systems like AirSewa may not fully address the growing number of passenger complaints.

Why is an ombudsman needed in the aviation sector in India?

Addressing Complaints: An ombudsman can effectively handle increasing passenger complaints, which the existing AirSewa helpline may not fully cover.

Transparency in Fees: To tackle issues like deceptive fees, such as the seat selection charges at web check-in by low-cost carriers.

Clarity in Refunds: To resolve confusion around refund policies, highlighted during the Covid-19 pandemic with unclear responsibilities for refunds between airlines and booking portals.

Representation for New Flyers: Essential for representing the concerns of new consumers, especially with the projected increase in domestic passengers to 300 million by 2030, including many first-time flyers from smaller towns.

Question for practice:

Discuss how the introduction of an ombudsman in the Indian aviation sector could address key issues such as extra fees, refund policies, and complaints management.