Compromising on Comfort: 9 out of 10 flyers of Indian Airlines find discomfort in air travel

In a recent survey, a troubling pattern has been uncovered in India’s aviation sector, with a significant 9 out of 10 passengers expressing the belief that airlines in the country have sacrificed comfort and made cutbacks over the last 24 months. The report from the survey disclosed that 88% of respondents encountered one or more issues during their flights in the past two years.

The largest group, constituting 39% of respondents, pointed to in-flight services, including meals and entertainment, as a significant source of dissatisfaction. Furthermore, 35% of respondents reported issues related to boarding and check-in procedures, as well as baggage handling, while 9% cited problems with airline staff behaviour both inside the flight and at the airport.

The percentage of passengers who believed that airlines were compromising on passenger comfort and cutting corners has surged from 78% in the 2022 survey, conducted by LocalCircles, to a concerning 88% in the 2023 survey.

The survey identified common issues faced by passengers over the last 24 months, with airlines frequently overbooking and denying boarding to passengers arriving just a few minutes late. Additionally, many respondents reported instances of staff displaying rude behaviour in such situations. These findings shed light on the challenges passengers have encountered, calling for improved practices and better customer service in the aviation sector.

“Many fliers continue to believe that the aviation regulator has largely been ignorant of airline customer service shortfalls that they regularly experience and that it must ensure better services and behaviour of airline staff and faster escalation mechanisms that are available in real-time to passengers,” it said.

These survey results emphasize the immediate necessity for airlines to tackle passenger concerns and improve the overall flying experience.