Ombudsman for Civil Aviation sector in India

Ombudsman for Civil Aviation sector in India

News: Here we discuss about Indian civil aviation ministry’s idea of creating an ombudsman for civil aviation sector. 

Current issues with Aviation sector:
 Extra Fees for seat selection: Some low-cost carriers charge for seat selection at web check-in, which can be seen as deceptive fees.
 Lack of clarity over refund: Confusion over who is responsible for refunds during flight cancellations, as seen during Covid-19.
 Complaints Management: Existing systems like AirSewa may not fully address the growing number of passenger complaints. 

What is an ombudsman?
 An ombudsman is an independent and impartial official or office that serves as a mediator or advocate for resolving disputes between individuals and organizations. The primary role of an ombudsman is to investigate complaints, address grievances, and ensure fairness in various sectors, including government agencies, corporations, educational institutions, and other organizations. 

Why is an ombudsman needed in the aviation sector in India?
 Consumer Dissatisfaction: There has been a significant rise in consumer dissatisfaction within the aviation industry. Passengers often face issues related to flight delays, reduced competition, and additional charges. Despite existing complaint redressal processes within airlines and the aviation ministry’s AirSewa helpline, these forums have struggled to handle the large volume of grievances.
 Delayed Departures: Delays in flight schedules have become almost endemic due to factors like lack of airworthy planes and airport congestion. Business travelers, in particular, bear the brunt of these delays. If the airline is at fault, passengers should be compensated.
 Reduced Competition and High Fares: The industry has witnessed an increasing duopoly, primarily dominated by IndiGo and the now Tata-owned Air India. This reduced competition has led to soaring airfares and a decline in service quality. 
 Hidden Charges: Passengers often find themselves paying for “extras” that should ideally be included in the ticket price. For instance: Charges for choosing seats during web check-in. Reduced free luggage allowance, leading to fees for “excess” baggage
 Success in Other Sectors: The introduction of an ombudsman in the banking sector has been successful. Disputes raised by consumers are settled within a one-month window, and fines are imposed for “deficiency of service.” Similar success has been seen with ombudsmen in insurance and electricity supply.