Fliers' Ire On Fire: Poor Service, Airfare Spikes, Safety Concerns A Killjoy

Like Samaddar, countless travellers expressed their frustrations regarding air travel experiences on social media. But all they received was a standard automated response stating their case was being investigated.

Like Samaddar, countless travellers expressed their frustrations regarding air travel experiences on social media. But all they received was a standard automated response stating their case was being investigated.

There was a time when flying felt like a mini-vacation—a brief escape where passengers were greeted by warm smiles and treated to complimentary meals that enriched the joy of travel.

Today, air travel has transformed into a test of patience and endurance. For many, the journey begins with chaotic airport terminals and culminates into the tedious process of luggage claim.

The incessant number of cancellations and delayed flights only amplifies the frustration.

"I was scheduled to fly to Mumbai for my exams last year, but my flight was cancelled without any explanation," rued Rajesh Mehta, a post-graduate student. "This isn't just an inconvenience; it has cost me a year in my career."

Another passenger, Sorav Jain, faced a similar predicament recently. "There was no indication of flight cancellation...and upon reaching airport, the authorities don’t let us inside," he shared on social media platform X, along with a small video showing stranded passengers queuing outside IndiGo counters in search of help.

The travellers expressed that the excitement of air travel has been replaced by dread, particularly post the Covid-19 pandemic.

Flying now feels like a burdensome chore, marked by long queues, passenger assault, cramped seating, sulky co-passengers, rude staff, shoddy in-flight service, bad boarding procedures, and a single constant — skyrocketing airfares. Airlines are compromising on comfort and cutting corners due to the emerging duopoly, claim passengers.

"It feels like we’re just cattle being herded from one place to another," said Misha Khandelwal, who is a frequent flyer from Delhi. "Flying was fun when I was young, but my 11-year-old son never felt that way."

"You want to be excited about seeing your loved ones, but the journey feels more like a punishment," laments Arshad Khan, another disgruntled passenger. "I understand that demand drives prices up...However, it feels absurd that I'm paying a premium for a service that often feels like an afterthought."

Subpar experience is reflective in the number of complaints by flyers, which has more than doubled in first 10 months of 2024, compared to a year ago, shows data from Directorate General of Civil Aviation.

The regulator has received nearly 8,000 complaints between January and October, the official data showed. Even when factoring in November and December, the number of complaints reached 5,055 for 2023.

SpiceJet topped the complaints list with 3,430, followed by Air India (2,172) and IndiGo (1,158).

On an average, however, there were roughly 0.6% complaints for every 10,000 passengers carried during the first 10 months of the year, the data showed.

The surge in complaints came even as the total passengers traffic rose by a modest 5.3% during the period to 13.2 crore, suggesting that quality of service has not kept pace with growing demand.

An email sent to Air India, IndiGo, SpiceJet and Akasa remained unanswered.

Yet, the official figure may not reflect the actual level of passenger distress.

Airlines receive many more complaints from travellers who do not know how or do not bother to complain to the government. These numbers are not released by the carriers.

Passengers like Nisha Malhotra have taken to X to voice frustrations, detailing experiences of planes in disrepair and unhygienic conditions.

The sentiment resonates not just with ordinary passengers, but also with influential figures. Just a month ago, former Finance Minister P Chidambaram criticised Air India for poor management, highlighting instances where passengers were left waiting on the aero bridge after boarding.

The disillusionment continues inside the cabin, where travellers are often met with sullen co-passengers and overworked flight attendants struggling to keep up with the demands of their job. "I can see the stress written all over the faces of the staff," recalls Khandelwal.

"Each passenger is desperate to stake their claim on the limited overhead space," she said, making the atmosphere even more "uncomfortable".

The cramped seating adds to the discomfort—Khan described it as “practically sitting in someone’s lap”, akin to a crowded bus, but thousands of feet in the air.

Most airlines have pivoted to a 'no-frills' approach, with many opting to charge for what was once free. "Over 60% of domestic flights now operate as no-frills carriers. This means that aside from selling tickets, they are not obligated to provide food or other amenities during the flight," according to Ajay Awtaney, an independent aviation expert.

Khandelwal says that she often digs through their bags, hoping to find a box of dry fruits or a half-drunk bottle of water from the previous leg of the journey.

"The last time I tried to reach out to my airline about a flight cancellation, I was on hold for over an hour, only to be told there was nothing they could do," said Vikram Rao. "How infuriating that can be!"

Travellers are increasingly sharing images of unappetising meals on social media, with some even calling for a return to pre-Covid quality standards.

For some, the impact of this negligence is not just financial, but deeply human, as stories of individuals missing crucial life events have become common.

"IndiGo was always my first choice. Now, it’s my last," shared Vijay Kedia, a seasoned investor and a shareholder in the listed budget carrier.

Experts point to a confluence of factors contributing to the deteriorating passenger experience, including the pandemic's lasting impacts, which led to staff shortages and operational disruptions.

In an effort to cut costs, the struggling airlines made drastic cuts to service quality without adapting to the demand resurgence, they said.

Captain Mohan Ranganathan told NDTV Profit that airlines are chasing profits, and passengers have little choice but to accept the current conditions. "Right now, it is duopoly. Spicejet survives because of close connections with the government. While Air India and IndiGo are expected to address grievances without hedging answer, they rarely respond to adverse comments and reach out to unhappy flyers."

According to Awtaney, airlines can do better in terms of communication. "In case of delays, they should be more transparent and provide clearer explanations rather than vague statements. For instance, United Airlines, a major US carrier, offers real-time, detailed updates on delays. But what happens in India is that passengers often receive a one-liner that may not accurately reflect the situation."

Current weather conditions, including dense fog in Delhi, have exacerbated delays. Delhi International Airport has announced measures to enhance passenger experience, allowing travellers stuck on planes for over three hours to disembark and return to the terminal, said Videh Kumar Jaipuriar, chief executive officer of Delhi International Airport.

Compensation for cancellations and delays, however, remains another sore spot. In October alone, 1.85 lakh passengers faced delays, and airlines spent Rs 3.35 crore on facilitation, according to DGCA data. Moreover, at least 41,000 passengers faced cancellations during the month, with airlines' compensation cost for cancellation totalling Rs 61.7 lakh.

Yeshwanth Shenoy, an aviation rights activist and advocate, argues that legal recourse for passengers is often ineffective, with cases dragging on for years. "A matter is kept pending for years and when compensation is paid, its peanuts. What we lack is not the rules, but its implementation."

Many Indians apparently don't feel safe while flying with domestic airlines. A LocalCircles survey, among 14,000 desi flyers, revealed that three in every 10 flyers felt that airliners were cutting corners on safety protocols since Covid. "While airlines cite growth in the industry and inability of infrastructure and resources, to keep up with it as the reason behind some of the issues perceived by the consumers, the reality is the airlines need to do better and the DGCA and Ministry of Civil Aviation needs to hold them more accountable than they are being held today," according to the survey.

The aircraft shortage further compounds the problem. Aviation consultant Sanjay Lazar explained that the prevailing high demand is not matched by available flights. Airlines struggle with grounded aircraft due to engine issues and production backlogs, leading to a cancellation spree.

"As a result of the passenger rush, these days, planes have very limited time to be cleaned and prepared for new passengers after the previous ones disembark," Awtaney said. "Typically, there’s only 20-30 minutes. Aircrafts would need to increase the time they spend on the ground between flights, which may mean expanding the existing fleet."

Perception also plays a role. "Air travel is now broadly commoditised, with a clear distinction in the experiences offered by full-service carriers," he said. "There's a growing population of first-time flyers who view airlines as more than another mode of transportation. We need to recognise that flying is no longer considered an elite activity as it once was."

Despite growing passenger discontent, the DGCA appears to lack accountability, say experts. Ranganathan argues that the regulatory body is too closely tied to airlines, inhibiting effective oversight.

Lazar asserts that India’s Passenger Charter needs stricter service standards and accessible grievance redressal mechanisms.

The existing laws are weak when compared with the European Union passenger charter or even the US Charter, Lazar said, adding that India needs to emulate international standards to streamline the delegation of functions, like the USA or EU. "In the US, we have the FAA, NTSB, DOT, USFDA, and the Federal Commissions that handle different aspects of aviation issues. Our government just haven't done so yet."

With the holiday season underway, travellers like Khandelwal remain apprehensive about the state of air travel. Shenoy warns that without timely intervention, conditions may worsen. Yet, Khan holds a glimmer of hope: "The journey may have changed, but the destinations await, and perhaps we can rediscover the joy of flying."