After the great success of Twitter Seva, a Ministry of Communications initiative where you can tweet complaints and concerns about the telecom and postal sectors, the Ministry of Civil Aviation has come up with similar grievance redressal mechanism. AirSewa – a web portal [airsewa.gov.in] and mobile app, where passengers can raise complaints about the aviation sector.
AirSewa offers a mechanism for grievance redressal and back office operations for grievance handling. It also offers flight status and schedule information, airport information and a comprehensive FAQ section. It brings various players who are a part of the civil aviation ecosystem onto a common platform.
Through AirSewa web portal and mobile app which is available for both android and iOS platforms, a passenger can raise their grievances about aviation sector. You can raise complaints about flight delays, airport authorities and cabin crew behaviour, the problem in ticket refunds, lack of proper facilities at airports and complaints of lost baggage. AirSewa aims to provide a systematic approach to redressing passenger grievances.
Passengers can upload voice or video complaints along with an elaborate description of the issues. Once a complaint is raised, you will get a unique reference number through email or as an SMS on mobile. Using these reference number you can easily track the status and response to your grievances. On closure of a complaint, you are provided with an option to submit feedback and rate the overall experience.
On the back side, every complaint registered in AirSewa is check by selected Nodal officers. Who will then direct the grievance to the responsible nodal agency for resolution based on the grievance category chosen by the complainant. Every grievance will have an approximate resolution timeline in the initial response as well as final resolution time. Nodal officer will communicate about the resolution to the complainant via an alert through email and SMS. For complainant, the status is divided into three categories consisting of grievances pending within timeline, grievances pending beyond time line and closed grievances.
- Passengers grievance redressal mechanism.
- Time bound complaint handling by a nodal officer.
- Check the status of registered complaints anytime using AirSewa web portal and mobile apps.
- Flight status and schedule information.
- Airport real-time statuses like weather, connecting flights from the airport, and contact information.
- AirSewa mobile apps – Android [play.google.com] and iOS [itunes.apple.com]
In addition to the grievance redressal, AirSewa also provides additional functionalities. This includes flight status and schedules between any airports. Airport Information section will include basic details, contact information regarding airport services, weather report in an airport and connecting flight details from the airport.