Frequent Flight Cancellations Frustrate Passengers: Survey Demands Penalties on Airlines

In a recent survey conducted by LocalCircles, a staggering seven out of ten fliers in India reported experiencing at least one flight cancellation or rescheduling due to internal operational reasons by the airline within the past year. This widespread issue has prompted 9 in 10 fliers to demand that the government mandate airlines to pay a significant penalty to passengers in such cases.

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Survey Findings: Frequency of Flight Disruptions

The survey, which aimed to gauge the pulse of air passengers regarding flight cancellations and reschedules caused by internal airline factors, received an impressive 23,000 responses from air passengers across 318 districts in India. The findings revealed that flight disruptions due to internal reasons were a common occurrence for many fliers.

Approximately 20% of the respondents reported experiencing flight reschedules or cancellations four to six times in the past 12 months, while 30% faced such disruptions two to three times. Another 20% of the respondents had experienced one instance of flight disruption due to internal reasons.

Fliers' Experiences and Demands for Penalties

The survey also highlighted the frustrations and inconveniences faced by fliers due to flight cancellations and reschedules. Many respondents shared experiences of being denied boarding due to minor delays in check-in, as well as being forced to pay higher fares for subsequent flights. However, they expressed dismay at the lack of penalties imposed on airlines for such disruptions caused by internal factors.

In response to these concerns, an overwhelming majority of 78% of the respondents demanded that airlines be required to pay a minimum penalty equivalent to 50% of the ticket value to passengers in cases of flight rescheduling or cancellation due to empty seats or low load factor. An additional 12% of the respondents suggested a minimum penalty of 25% of the ticket value.

Government's Response and Guidelines

The survey findings come at a time when the aviation industry in India is facing increased scrutiny and action from regulatory bodies. Recently, the aviation security agency BCAS and aviation safety regulator DGCA imposed financial penalties totaling Rs 2.70 crore on IndiGo, Air India, SpiceJet, and Mumbai International Airport Ltd for various violations.

Earlier in the year, the Ministry of Civil Aviation had urged airline operators to prioritize passenger welfare amid complaints about flight cancellations and delays due to fog and operational issues. In December 2023, the government issued guidelines to airlines regarding compensation for air passengers in the event of flight cancellations and delays.

Conclusion: Addressing Passenger Concerns

The survey conducted by LocalCircles underscores the urgent need for airlines to address the concerns of passengers regarding flight cancellations and reschedules due to internal reasons. The demand for penalties and improved passenger communication highlights the importance of accountability and transparency in the aviation industry. As the government and regulatory bodies take action to ensure passenger rights, airlines must prioritize passenger convenience and fair treatment to rebuild trust and confidence among fliers.