Air India, Jet Airways and Spice Jet had the maximum number of complaints registered against them from unhappy passengers last year. JetLite and Indigo are fourth and fifth on the list, while Go Air had the fewest complaints. All these complaints were made to the Directorate General of Civil Aviation (DGCA).
The National Consumer Helpline (NCH), the consumer grievances redressal forum set up by the Union Ministry of Consumer Affairs, has noted that the most frequently occurring problems (FOP) faced by air passengers include cancellation, flight rescheduling or delays, poor response while enquiring on phone, misinformation provided by airline staff when called on phone, and non delivery of promised services.
Aggrieved customers are aggressively confronting these practices. Nidhi Mishra, one such passenger, approached the India Consumer Forum, an online portal, after her ticket in SpiceJet was cancelled without any prior information. When she protested upon reaching the airport, she was allegedly humiliated and was asked by a SpiceJet representative to "cry in a corner and leave space for our other passengers".