Government launches AirSewa to address passenger grievances

By Anupama Airy


In a first, the government on Friday launched the AirSewa portal and mobile app to address the problem of flyers relating to lost baggage, flight delays, refunds among other things.

With AirSewa, a brainchild of Jayant Sinha, the Minister of State for civil aviation, passengers will be able to register their grievances through the app or the portal and will have the facility to upload voice or video along with an elaborate description of their issues.

“They will be given a unique reference number for each of their reported grievances which would also be communicated through an email as well as an SMS,” said an official.

Users can track the status and response to these grievances through the mobile application as well as the web application based on the reference number provided. Once the grievance is closed the user has an option to provide his feedback and rate the overall experience and satisfaction.


Sinha said that flight delays, refunds, long queues and lack of proper facilities at airports and complaints of lost baggage were the most common problems that air travellers faced. He stressed upon the need to respond to these problems in a systematic rather than an ad hoc manner.

Sinha said AirSewa was an attempt to provide such a systematic approach to redressing passenger grievances. He said that although it was a major challenge to get the various players who are a part of the civil aviation ecosystem on to a common platform, this has been achieved through AirSewa.

Aviation minister Ashok Gajpathi Raju said the government was committed to provide a hassle-free and comfortable air travel experience to people and to do this it was necessary to recognize the pattern of problems that people face, and make suitable systemic improvements.

“AirSewa is an initiative of the Ministry to offer people a convenient and hassle-free air travel experience,” he said.

Nodal officers have been selected for all stakeholder agencies who will address the grievance in a time bound manner. Each grievance shared will be directed to the responsible nodal agency for resolution based on the grievance category chosen by the complainant.

Each grievance shall have a resolution time line defined for initial response as well as final resolution. Each communication made by the nodal officer will be send through an alert through email and SMS.

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