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GOVERNMENT OF INDIA
MINISTRY OF CIVIL AVIATION
RAJYA SABHA
UNSTARRED QUESTION NO. : 2581
TO BE ANSWERED ON THE 16th March 2026
AIRSEWA PORTAL
2581. SHRI SAMIRUL ISLAM
Will the Minister of CIVIL AVIATION be pleased to state:-
(a) the total number of complaints received, disposed of and pending since the launch of AirSewa Portal, year-wise and category-wise the details
thereof;
(b) the average time taken for resolving complaints, category-wise data and the details thereof; and
(c) the number of baggage related complaints received against airlines since launch of AirSewa Portal, year-wise and airline-wise the details
thereof
ANSWER
Minister of State in the Ministry of CIVIL AVIATION (Shri Murlidhar Mohol)
(a) The data of total number of complaints received, disposed of and pending since the launch of AirSewa Portal, year-wise and category-wise
may be seen at ANNEXURE I.
(b) The Complaints filed on AirSewa Portal is resolved as per Service Level Agreement (SLA). The SLA may be seen at ANNEXURE II.
(c) The number of Baggage related complaint received against airlines since launch of AirSewa Portal may be seen at ANNEXURE III.
******ANNEXURE I
Year wise - 2016
ALL AIRLINES CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Baggage 108 108 0
Check In & Boarding 35 35 0
Cleanliness 6 6 0
Flight Delays 85 85 0
Maintenance 6 6 0
Meal 16 16 0
Other 24 24 0
Person With Disabilty 3 3 0
Staff/Crew Behavior 13 13 0
Ticketing Fare & Refunds 120 120 0
TOTAL 416 416 0
ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 1 1 0Baggage/Lost & Found 15 15 0
CleanLiness/Hygiene 23 23 0
Other 34 34 0
Person With Disability 2 2 0
Retail Shops/Food & Beverage 16 16 0
Seating/Waiting Area 10 10 0
Signages/Flight Display 7 7 0
Staff/Crew Behavior 0 0 0
Taxi/Parking 33 33 0
Trolly/Amenities/Buggy/Wifi 17 17 0
TOTAL 158 158 0
BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 0 0 0
OTHER 14 14 0
SECURITY CLEARANCES 0 0 0
SECURITY Program Approval 0 0 0
TOTAL 14 14 0CUSTOMS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 3 3 0
Departure 1 1 0
Other 0 0 0
TOTAL 4 4 0
DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 0 0 0
Engineering Training School 0 0 0
EXAMINATION 0 0 0
Flying School 0 0 0
International Airlines 0 0 0
LICENSE 1 1 0
Manufacturer 0 0 0
MRO 0 0 0
OTHER 9 9 0
PERMIT & PERMISSION 2 2 0TOTAL 12 12 0
HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrow Aircafted 1 1 0
Pawan Hans Helicopters 1 1 0
TOTAL 2 2 0
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 11 11 0
Departure 2 2 0
Other 1 1 0
TOTAL 14 14 0SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 0 0 0
Other 2 2 0
Security Check 18 18 0
Terminal Entry 4 4 0
TOTAL 24 24 0
Year wise - 2017
ALL AIRLINES CATEGORY REPORTS
SUB CATEGORY GRIEVANCE GRIEVANCES GRIEVANCERECEIVED CLOSED PENDING
Baggage 478 478 0
Check In & Boarding 627 627 0
Cleanliness 22 22 0
Flight Delays 1180 1180 0
Maintenance 108 108 0
Meal 196 196 0
Other 366 366 0
Person With Disabilty 27 27 0
Staff/Crew Behavior 239 239 0
Ticketing Fare & Refunds 1150 1150 0
TOTAL 4393 4393 0
ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 59 59 0
Baggage/Lost & Found 109 109 0
CleanLiness/Hygiene 208 208 0
Other 344 344 0
Person With Disability 13 13 0
Retail Shops/Food & Beverage 196 196 0
Seating/Waiting Area 210 210 0
Signages/Flight Display 55 55 0Staff/Crew Behavior 0 0 0
Taxi/Parking 163 163 0
Trolly/Amenities/Buggy/Wifi 157 157 0
TOTAL 1514 1514 0
BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 11 11 0
OTHER 13 13 0
SECURITY CLEARANCES 5 5 0
SECURITY Program Approval 3 3 0
TOTAL 32 32 0
CUSTOMS
SUB CATEGORY GRIEVANCE GRIEVANCES GRIEVANCERECEIVED CLOSED PENDING
Arrival 15 15 0
Departure 5 5 0
Other 6 6 0
TOTAL 26 26 0
DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 6 6 0
Engineering Training School 5 5 0
EXAMINATION 41 41 0
Flying School 0 0 0
International Airlines 0 0 0
LICENSE 8 8 0
Manufacturer 0 0 0
OTHER 88 88 0
PERMIT & PERMISSION 47 47 0
TOTAL 196 196 0HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Aerotech Aviation India 3 3 0
Aman Aviation & Aerospace Sol. 1 1 0
HAL Rotary Wing Academy 1 1 0
Heritage Aviation 1 1 0
Pawan Hans Helicopters 3 3 0
TOTAL 9 9 0
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 23 23 0
Departure 57 57 0
Other 1 1 0
TOTAL 81 81 0SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 5 5 0
Other 27 27 0
Security Check 139 139 0
Terminal Entry 42 42 0
TOTAL 213 213 0
Year wise - 2018
ALL AIRLINES CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Baggage 344 344 0
Check In & Boarding 585 585 0
Cleanliness 23 23 0
Flight Delays 1515 1515 0Maintenance 66 66 0
Meal 84 84 0
Other 377 377 0
Person With Disabilty 17 17 0
Staff/Crew Behavior 235 235 0
Ticketing Fare & Refunds 852 852 0
TOTAL 4098 4098 0
ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 40 40 0
Baggage/Lost & Found 94 94 0
CleanLiness/Hygiene 125 125 0
Other 247 247 0
Person With Disability 4 4 0
Retail Shops/Food & Beverage 114 114 0
Seating/Waiting Area 153 153 0
Signages/Flight Display 39 39 0
Staff/Crew Behavior 5 5 0
Taxi/Parking 86 86 0
Trolly/Amenities/Buggy/Wifi 72 72 0
TOTAL 979 979 0BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 0 0 0
OTHER 11 11 0
SECURITY CLEARANCES 2 2 0
SECURITY Program Approval 0 0 0
TOTAL 13 13 0
CUSTOMS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 9 9 0
Departure 3 3 0
Other 8 8 0
TOTAL 20 20 0DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 3 3 0
Engineering Training School 3 3 0
EXAMINATION 4 4 0
Flying School 1 1 0
International Airlines 0 0 0
LICENSE 3 3 0
Manufacturer 0 0 0
MRO 3 3 0
OTHER 58 58 0
PERMIT & PERMISSION 15 15 0
TOTAL 90 90 0
HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Aerotech Aviation India 1 1 0Air Charter Services 1 1 0
Airmid Aviation Services 1 1 0
Himalayan Heli Services 2 2 0
Pawan Hans Helicopters 3 3 0
TOTAL 8 8 0
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 13 13 0
Departure 22 22 0
Other 3 3 0
TOTAL 38 38 0
SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 3 3 0
Other 13 13 0
Security Check 64 64 0
Terminal Entry 22 22 0
TOTAL 102 102 0Year wise - 2019
ALL AIRLINES CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Baggage 1104 1104 0
Check In & Boarding 1236 1236 0
Cleanliness 29 29 0
Flight Delays 3080 3080 0
Maintenance 115 115 0
Meal 204 204 0
Other 1165 1165 0
Person With Disabilty 58 58 0
Staff/Crew Behavior 370 370 0
Ticketing Fare & Refunds 3691 3691 0
TOTAL 11052 11052 0ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 55 55 0
Baggage/Lost & Found 265 265 0
CleanLiness/Hygiene 97 97 0
Other 337 337 0
Person With Disability 13 13 0
Retail Shops/Food & Beverage 95 95 0
Seating/Waiting Area 86 86 0
Signages/Flight Display 45 45 0
Staff/Crew Behavior 105 105 0
Taxi/Parking 183 183 0
Trolly/Amenities/Buggy/Wifi 53 53 0
TOTAL 1334 1334 0
BCASGRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 0 0 0
OTHER 15 15 0
SECURITY CLEARANCES 3 3 0
SECURITY Program Approval 1 1 0
TOTAL 19 19 0
CUSTOMS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 31 31 0
Departure 7 7 0
Other 12 12 0
TOTAL 50 50 0
DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDINGAir Worthines 10 10 0
Engineering Training School 0 0 0
EXAMINATION 3 3 0
Flying School 0 0 0
International Airlines 0 0 0
LICENSE 2 2 0
Manufacturer 0 0 0
MRO 0 0 0
OTHER 180 180 0
PERMIT & PERMISSION 12 12 0
TOTAL 207 207 0
HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Bharat Hotels Ltd 1 1 0
Heritage Aviation 1 1 0
Himalayan Heli Services 6 6 0Pawan Hans Helicopters 2 2 0
Thumby Aviation 1 1 0
TOTAL 11 11 0
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 15 15 0
Departure 18 18 0
Other 6 6 0
TOTAL 39 39 0
SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 5 5 0
Other 40 40 0
Security Check 184 184 0
Terminal Entry 22 22 0
TOTAL 251 251 0Year wise - 2020
ALL AIRLINES CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Baggage 414 414 0
Check In & Boarding 608 608 0
Cleanliness 12 12 0
Flight Delays 813 813 0
Maintenance 25 25 0
Meal 62 62 0
Other 1336 1336 0
Person With Disabilty 27 27 0
Staff/Crew Behavior 140 140 0
Ticketing Fare & Refunds 15210 15210 0
TOTAL 18647 18647 0
ALL AIRPORTS CATEGORY REPORTS
SUB CATEGORY GRIEVANCE GRIEVANCES GRIEVANCERECEIVED CLOSED PENDING
Air Conditioning/Maintenance 7 7 0
Baggage/Lost & Found 124 124 0
CleanLiness/Hygiene 51 51 0
Other 187 187 0
Person With Disability 6 6 0
Retail Shops/Food & Beverage 25 25 0
Seating/Waiting Area 30 30 0
Signages/Flight Display 12 12 0
Staff/Crew Behavior 60 60 0
Taxi/Parking 73 73 0
Trolly/Amenities/Buggy/Wifi 20 20 0
TOTAL 595 595 0
BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 0 0 0
OTHER 32 32 0
SECURITY CLEARANCES 3 3 0
SECURITY Program Approval 0 0 0
TOTAL 35 35 0CUSTOMS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 6 6 0
Departure 3 3 0
Other 17 17 0
TOTAL 26 26 0
DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 15 15 0
Engineering Training School 0 0 0
EXAMINATION 8 8 0
Flying School 0 0 0
International Airlines 0 0 0
LICENSE 1 1 0
Manufacturer 0 0 0
MRO 0 0 0OTHER 481 481 0
PERMIT & PERMISSION 44 44 0
TOTAL 549 549 0
HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Himalayan Heli Services 1 1 0
TOTAL 1 1 0
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 14 14 0
Departure 20 20 0
Other 19 19 0
TOTAL 53 53 0SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 3 3 0
Other 18 18 0
Security Check 76 76 0
Terminal Entry 11 11 0
TOTAL 108 108 0
Year wise - 2021
ALL AIRLINES CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDINGBaggage 447 447 0
Check In & Boarding 632 632 0
Cleanliness 11 11 0
Flight Delays 498 498 0
Maintenance 13 13 0
Meal 35 35 0
Other 771 771 0
Person With Disabilty 17 17 0
Staff/Crew Behavior 119 119 0
Ticketing Fare & Refunds 10317 10317 0
TOTAL 12860 12860 0
ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 13 13 0
Baggage/Lost & Found 93 93 0
CleanLiness/Hygiene 36 36 0
Other 237 237 0
Person With Disability 13 13 0
Retail Shops/Food & Beverage 19 19 0
Seating/Waiting Area 31 31 0Signages/Flight Display 10 10 0
Staff/Crew Behavior 57 57 0
Taxi/Parking 80 80 0
Trolly/Amenities/Buggy/Wifi 20 20 0
TOTAL 609 609 0
BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 4 4 0
OTHER 20 20 0
SECURITY CLEARANCES 1 1 0
SECURITY Program Approval 1 1 0
TOTAL 26 26 0
CUSTOMS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 12 12 0Departure 4 4 0
Other 19 19 0
TOTAL 35 35 0
DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 4 4 0
Engineering Training School 0 0 0
EXAMINATION 3 3 0
Flying School 0 0 0
International Airlines 0 0 0
LICENSE 2 2 0
Manufacturer 1 1 0
MRO 0 0 0
OTHER 174 174 0
PERMIT & PERMISSION 19 19 0
TOTAL 203 203 0
HELICOPTERSGRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Charter Services 1 1 0
TOTAL 1 1 0
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 10 10 0
Departure 11 11 0
Other 5 5 0
TOTAL 26 26 0
SECURITYGRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 4 4 0
Other 17 17 0
Security Check 84 84 0
Terminal Entry 9 9 0
TOTAL 114 114 0
Year wise - 2022
ALL AIRLINES CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Baggage 1102 1102 0
Check In & Boarding 980 980 0
Cleanliness 31 31 0
Flight Delays 1142 1142 0
Maintenance 97 97 0
Meal 169 169 0
Other 685 685 0
Person With Disabilty 51 51 0Staff/Crew Behavior 264 264 0
Ticketing Fare & Refunds 4057 4057 0
TOTAL 8578 8578 0
ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 37 37 0
Baggage/Lost & Found 148 148 0
CleanLiness/Hygiene 39 39 0
Other 156 156 0
Person With Disability 9 9 0
Retail Shops/Food & Beverage 53 53 0
Seating/Waiting Area 36 36 0
Signages/Flight Display 16 16 0
Staff/Crew Behavior 56 56 0
Taxi/Parking 90 90 0
Trolly/Amenities/Buggy/Wifi 29 29 0
TOTAL 669 669 0BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 1 1 0
OTHER 8 8 0
SECURITY CLEARANCES 7 7 0
SECURITY Program Approval 0 0 0
TOTAL 16 16 0
CUSTOMS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 20 20 0
Departure 9 9 0
Other 12 12 0
TOTAL 41 41 0DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 7 7 0
Engineering Training School 0 0 0
EXAMINATION 0 0 0
Flying School 0 0 0
International Airlines 0 0 0
LICENSE 0 0 0
Manufacturer 1 1 0
MRO 0 0 0
OTHER 93 93 0
PERMIT & PERMISSION 4 4 0
TOTAL 105 105 0
HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Aman Aviation & Aerospace Sol 1 1 0
Aryan Aviation 1 1 0Pawan Hans Helicopters 2 2 0
TOTAL 4 4 0
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 15 15 0
Departure 15 15 0
Other 2 2 0
TOTAL 32 32 0
SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 5 5 0
Other 27 27 0
Security Check 111 111 0
Terminal Entry 21 21 0
TOTAL 164 164 0Year wise - 2023
ALL AIRLINES CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Baggage 1756 1756 0
Check In & Boarding 1510 1510 0
Cleanliness 38 38 0
Flight Delays 2544 2544 0
Maintenance 159 159 0
Meal 249 249 0
Other 1045 1045 0
Person With Disabilty 99 99 0
Staff/Crew Behavior 421 421 0
Ticketing Fare & Refunds 4836 4836 0
TOTAL 12657 12657 0ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 50 50 0
Baggage/Lost & Found 206 206 0
CleanLiness/Hygiene 48 48 0
Other 279 279 0
Person With Disability 18 18 0
Retail Shops/Food & Beverage 64 64 0
Seating/Waiting Area 56 56 0
Signages/Flight Display 17 17 0
Staff/Crew Behavior 100 100 0
Taxi/Parking 105 105 0
Trolly/Amenities/Buggy/Wifi 44 44 0
TOTAL 987 987 0
BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 0 0 0OTHER 14 14 0
SECURITY CLEARANCES 10 10 0
SECURITY Program Approval 1 1 0
TOTAL 25 25 0
CUSTOMS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 17 17 0
Departure 9 9 0
Other 8 8 0
TOTAL 34 34 0
DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 8 8 0
Engineering Training School 0 0 0
EXAMINATION 2 2 0
Flying School 0 0 0International Airlines 0 0 0
LICENSE 1 1 0
Manufacturer 0 0 0
MRO 0 0 0
OTHER 130 130 0
PERMIT & PERMISSION 15 15 0
TOTAL 156 156 0
HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Himalayan Heli Services 1 1 0
Thumby Aviation 2 2 0
Trans Bharat Aviation 1 1 0
TOTAL 4 4 0
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 12 12 0
Departure 19 19 0Other 7 7 0
TOTAL 38 38 0
SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 4 4 0
Other 35 35 0
Security Check 146 146 0
Terminal Entry 28 28 0
TOTAL 213 213 0
Year wise - 2024
ALL AIRLINES CATEGORY REPORTSGRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Baggage 3043 3043 0
Check In & Boarding 1969 1969 0
Cleanliness 60 60 0
Flight Delays 4590 4590 0
Maintenance 235 235 0
Meal 245 245 0
Other 1536 1536 0
Person With Disabilty 80 80 0
Staff/Crew Behavior 501 501 0
Ticketing Fare & Refunds 5369 5369 0
TOTAL 17628 17628 0
ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 39 39 0
Baggage/Lost & Found 249 249 0
CleanLiness/Hygiene 86 86 0
Other 228 228 0Person With Disability 27 27 0
Retail Shops/Food & Beverage 67 67 0
Seating/Waiting Area 76 76 0
Signages/Flight Display 30 30 0
Staff/Crew Behavior 120 120 0
Taxi/Parking 160 160 0
Trolly/Amenities/Buggy/Wifi 42 42 0
TOTAL 1124 1124 0
BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 1 1 0
OTHER 14 14 0
SECURITY CLEARANCES 6 6 0
SECURITY Program Approval 0 0 0
TOTAL 21 21 0
CUSTOMSGRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 18 18 0
Departure 9 9 0
Other 10 10 0
TOTAL 37 37 0
DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 16 16 0
Engineering Training School 0 0 0
EXAMINATION 4 4 0
Flying School 0 0 0
International Airlines 0 0 0
LICENSE 2 2 0
Manufacturer 1 1 0
MRO 0 0 0
OTHER 192 192 0
PERMIT & PERMISSION 9 9 0
TOTAL 224 224 0HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Global Vectra Helicorp 3 3 0
Pawan Hans Helicopters 1 1 0
Thumby Aviation 1 1 0
TOTAL 5 5 0
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 8 8 0
Departure 20 20 0
Other 4 4 0
TOTAL 32 32 0
SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDINGBoarding Gate 11 11 0
Other 15 15 0
Security Check 128 128 0
Terminal Entry 27 27 0
TOTAL 181 181 0
Year wise - 2025
ALL AIRLINES CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Fare 383 382 1
Baggage 3596 3595 1
Check In & Boarding 1859 1859 0
Cleanliness 35 35 0
Flight Delays 6335 6335 0
Maintenance 187 187 0
Meal 230 230 0Other 3017 3015 2
Person With Disabilty 113 113 0
Staff/Crew Behavior 546 546 0
Ticketing Fare & Refunds 10804 10800 4
TOTAL 27105 27097 8
ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 25 25 0
Baggage/Lost & Found 327 327 0
CleanLiness/Hygiene 56 56 0
Other 235 235 0
Person With Disability 22 22 0
Retail Shops/Food & Beverage 54 53 1
Seating/Waiting Area 48 48 0
Signages/Flight Display 17 17 0
Staff/Crew Behavior 109 109 0
Taxi/Parking 121 121 0
Trolly/Amenities/Buggy/Wifi 36 36 0
TOTAL 1050 1049 1BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 1 1 0
OTHER 38 38 0
SECURITY CLEARANCES 4 4 0
SECURITY Program Approval 1 1 0
TOTAL 44 44 0
CUSTOMS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 19 19 0
Departure 19 18 1
Other 25 24 1
TOTAL 63 61 2DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 10 10 0
Engineering Training School 0 0 0
EXAMINATION 0 0 0
Flying School 1 1 0
International Airlines 112 107 5
LICENSE 1 1 0
Manufacturer 0 0 0
MRO 2 2 0
OTHER 354 354 0
PERMIT & PERMISSION 23 23 0
TOTAL 503 498 5
HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Himalayan Heli Services 1 1 0
Air Charter Services 1 0 1
Pawan Hans Helicopters 3 3 0
TOTAL 5 4 1IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 13 13 0
Departure 40 40 0
Other 6 6 0
TOTAL 59 59 0
SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 13 13 0
Other 34 34 0
Security Check 105 105 0
Terminal Entry 13 13 0
TOTAL 165 165 0Year wise - 2026 Till 28-02-2026
ALL AIRLINES CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Fare 114 110 4
Baggage 2084 2041 43
Check In & Boarding 817 803 14
Cleanliness 14 14 0
Flight Delays 2927 2915 12
Maintenance 85 85 0
Meal 94 94 0
Other 1567 1551 16
Person With Disabilty 36 36 0
Staff/Crew Behavior 182 175 7
Ticketing Fare & Refunds 6180 6117 63
TOTAL 14100 13941 159ALL AIRPORTS CATEGORY REPORTS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Conditioning/Maintenance 1 1 0
Baggage/Lost & Found 204 195 9
CleanLiness/Hygiene 22 22 0
Other 91 84 7
Person With Disability 6 6 0
Retail Shops/Food & Beverage 24 21 3
Seating/Waiting Area 17 17 0
Signages/Flight Display 10 9 1
Staff/Crew Behavior 47 45 2
Taxi/Parking 27 24 3
Trolly/Amenities/Buggy/Wifi 17 15 2
TOTAL 466 439 27
BCAS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
ENTRY Passes 1 1 0OTHER 23 21 2
SECURITY CLEARANCES 6 5 1
SECURITY Program Approval 0 0 0
TOTAL 30 27 3
CUSTOMS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 7 7 0
Departure 2 0 2
Other 3 3 0
TOTAL 12 10 2
DGCA
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Air Worthines 8 6 2
Engineering Training School 0 0 0
EXAMINATION 4 3 1
Flying School 0 0 0
International Airlines 56 52 4LICENSE 2 2 0
Manufacturer 0 0 0
MRO 0 0 0
OTHER 145 125 20
PERMIT & PERMISSION 8 7 1
TOTAL 223 195 28
HELICOPTERS
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Heritage Aviation 1 0 1
Thumby Aviation 1 1 0
TOTAL 2 1 1
IMMIGRATION
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Arrival 3 3 0
Departure 23 21 2Other 3 2 1
TOTAL 29 26 3
SECURITY
GRIEVANCE GRIEVANCES GRIEVANCE
SUB CATEGORY
RECEIVED CLOSED PENDING
Boarding Gate 6 5 1
Other 25 22 3
Security Check 59 46 13
Terminal Entry 4 4 0
TOTAL 94 77 17ANNEXURE II
Stakeholder Grievance Category SLA Timeline
Airlines Cleanliness 6 hours
Flight Delays 1 day
Check-in & Boarding 3 days
Assistance to Persons with Disabilities 3 days
Ticketing, Fares & Refunds 15 days
Maintenance 15 days
Meals 15 days
Baggage 21 days
Staff/Crew Behaviour 21 days
Other 15 days
Airports Baggage Lost & Found 6 hours
Cleanliness/Hygiene 6 hours
Air-conditioning/Maintenance 1 day
Assistance to Persons with Disabilities 3 days
Trolley/Amenities/Buggy/Wi-Fi 3 days
Taxi/Parking 7 days
Retail Shops/Food & Beverage 7 daysSignages/Flight Display 7 days
Seating/Waiting Area 7 days
Staff Behaviour 15 days
Other 15 days
BCAS Entry Passes 3 days
Security Clearances 7 days
Security Programme Approval 15 days
Other 15 days
Customs Arrival 7 days
Departure 7 days
Other 15 days
DGCA Airworthiness 15 days
Engineering Training School 15 days
Examination 15 days
Flying School 15 days
Licence 15 days
Manufacturer 15 days
MRO 15 days
Permit & Permission 15 daysOther 15 days
Immigration Departure 3 days
Arrival 7 days
Other 3 days
Security Boarding Gate 30 days
Security Check 30 days
Terminal Entry 30 days
Other 30 daysANNEXURE III
The number of baggage related complaints received against airlines since the launch of AirSewa
Portal, Year Wise and Airlines Wise Details. From 25/11/2016 to 28/02/2026
From 01/01/2026 to 28/02/2026
S.No. Airlines 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025
Received Resolved Pending
1 Aeroflot 0 1 1 16 2 0 1 0 1 0 0 0 0
2 Air Arabia 0 2 0 1 1 1 2 6 8 23 10 9 1
3 Air Asia Berhad (Intl Tickets) 0 0 0 0 0 0 1 15 22 20 13 13 0
4 Air Astana 0 0 0 1 0 0 1 2 3 6 0 0 0
5 Air Austral 0 0 0 1 0 0 0 0 0 0 0 0 0
6 Air Canada 2 2 5 3 2 0 8 10 2 1 4 4 0
7 Air China 1 0 0 4 0 0 0 0 0 0 0 0 0
8 Air Costa 1 2 0 0 0 0 0 0 0 0 0 0 0
9 Air France 0 1 0 2 0 1 9 5 5 9 11 4 7
10 Air India 20 120 92 302 114 144 249 307 635 616 303 302 1
11 Air India Express 0 0 0 0 0 0 25 9 223 411 117 117 0
12 Air Mauritius 0 1 2 1 0 0 0 1 0 1 0 0 0
13 Air Seychelles 0 1 0 0 0 0 0 1 0 0 0 0 0
14 AirAsia India 2 10 16 44 26 12 0 81 0 0 0 0 0
15 Akasa Air 0 0 0 0 0 0 6 45 53 112 70 70 0
16 All Nippon Airways 0 0 0 0 0 0 0 0 0 1 0 0 0
17 Alliance Air (India) 0 0 0 0 0 1 11 13 15 18 6 6 0
18 American Airlines 0 0 0 0 0 0 0 0 0 0 2 2 0
19 Azerbaijan Airlines 0 0 0 0 0 0 0 0 0 0 2 1 1
20 Asiana Airlines 0 0 1 0 0 0 0 0 0 0 0 0 021 Bhutan Airlines 0 0 0 0 0 0 0 0 1 0 0 0 0
22 Biman Bangladesh 0 0 0 0 0 0 0 0 1 0 0 0 0
23 British Airways 0 0 2 5 1 1 6 10 11 17 5 4 1
24 Cathay Pacific 0 0 1 1 0 0 0 1 7 2 4 4 0
25 China Eastern Airlines 0 0 0 1 0 0 0 0 0 0 2 1 1
26 China Southern 0 2 1 0 0 0 0 0 0 0 1 0 1
27 Delta Airlines 0 0 0 0 0 0 0 0 0 2 0 0 0
28 Dragon Air 0 0 0 0 1 0 0 0 0 0 0 0 0
29 Egypt Air 0 0 0 0 0 0 2 3 6 8 3 1 2
30 Emirates Airline 1 4 6 7 2 1 12 8 36 19 2 2 0
31 Ethiopian Airlines 0 1 0 4 0 0 9 7 20 22 6 4 2
32 Etihad Airways 1 7 4 6 6 6 5 13 11 31 4 4 0
33 Finn Air 0 0 0 1 0 1 0 1 1 0 0 0 0
34 Fly Dubai 0 1 0 2 1 0 1 0 5 1 2 2 0
35 FlyBig 0 0 0 0 0 2 0 2 1 2 1 0 1
36 GoAir 0 18 24 65 41 49 92 41 1 0 0 0 0
37 Gulf Air 2 0 2 5 0 0 5 7 8 4 8 7 1
38 IndiaOne Air 0 0 0 0 0 0 0 0 0 0 1 0 1
39 indiGo 52 74 75 310 101 99 328 624 1091 1654 1183 1182 1
40 Jet Airways 5 124 63 29 0 0 0 0 0 0 0 0 0
41 Jazeera Airways 0 0 0 0 0 0 0 0 0 0 2 2 0
42 Jetlite 0 0 1 0 0 0 0 0 0 0 0 0 0
43 Kenya Airways 0 3 0 1 0 0 1 2 2 21 1 0 1
44 KLM Airlines 0 1 1 1 0 0 7 6 1 7 5 3 2
45 Kuwait Airways 0 0 2 4 0 2 6 9 8 10 6 5 1
46 Lufthansa 0 2 0 3 2 1 17 20 22 28 8 5 3
47 Mahan Air 0 0 0 2 0 0 0 0 0 0 0 0 0
48 Malaysia Airlines 0 3 2 7 3 1 2 10 10 4 5 5 0
49 Malindo Airways 17 5 0 5 3 1 2 5 8 4 3 2 150 Nepal Airlines Corporation 0 0 0 3 0 0 0 0 0 0 0 0 0
51 Oman Airlines 0 5 1 5 3 2 3 7 7 9 12 10 2
52 Qatar Airways 3 1 11 0 2 7 28 21 26 11 8 3
53 Royal Jordanian 0 0 0 0 0 0 0 0 0 0 2 2 0
54 Salam Air 0 0 0 0 0 0 0 0 0 0 1 1 0
55 Saudia 0 1 0 7 0 0 5 11 8 11 2 2 0
56 Silk Air 0 1 0 0 0 0 0 0 0 0 0 0 0
57 Singapore Airlines 0 0 2 1 1 0 3 6 12 6 3 3 0
58 SpiceJet 4 71 24 192 61 71 133 245 476 396 219 218 1
59 Srilankan Airways 0 2 2 0 2 0 4 4 3 9 1 1 0
60 Star Air 0 0 0 0 0 0 0 1 5 7 7 7 0
61 Swiss Air 0 0 0 0 0 0 2 5 9 6 2 2 0
62 Thai Air Asia 0 0 2 2 1 0 0 0 0 0 0 0 0
63 Thai Airways 0 0 2 5 1 0 9 15 13 12 7 6 1
64 Thai Lion Air 0 0 0 0 0 0 0 0 1 7 3 3 0
65 Tiger Airways 0 1 0 1 0 0 0 0 0 0 0 0 0
66 TruJet 0 0 0 1 0 0 0 0 0 0 0 0 0
67 Turkish Airlines 0 2 2 5 1 0 3 15 10 11 10 9 1
68 United Airlines 0 0 0 2 2 0 0 0 4 1 2 2 0
United Airlines Bangladesh
69 0 0 0 0 0 0 0 0 1 0 0 0 0
Ltd
70 Uzbekistan Airways 0 0 0 1 0 0 1 0 0 2 0 0 0
71 VietJet Air 0 0 0 0 0 0 13 12 17 34 11 8 3
72 Virgin Atlantic 0 0 0 0 0 1 5 0 2 5 1 1 0
73 Vistara 0 7 3 34 31 35 106 143 236 0 0 0 0
Total 108 478 340 1104 409 434 1102 1756 3043 3596 2084 2044 40
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