The aviation sector in India is the third largest domestic aviation market in the world, and it is expected to become the world’s third largest air passenger market by 2024.1 As per official statistics and reports, a total of 183.9 million passengers comprised the passenger air traffic and over 22.1 lakh metric tonnes of cargo comprised the cargo traffic for Indian civil aviation market for the period 2017-182.

CONSUMER ISSUES

The level of consumer satisfaction differs with different airlines. However, the basic problems faced by the consumers are as follows3 :

1. Cancellation of flights without prior notice.

2. Inordinate delay in flights without any justifiable reason.

3. Denial of boarding due to overbooking.

4. Loss of luggage by the airlines.

5. Poor quality of food and beverages provided in the airlines.

6. Problems in booking of flights or check-in of luggage (Particularly due to e-tickets and web check-in)

7. Delay in getting refunds on fares.

8. Unfair terms and conditions of travel.

9. Misleading/false information being given to the passengers.