**Executive Summary:**
This document is a response to Lok Sabha Unstarred Question No. 3153 regarding the AirSewa Portal, answered on August 7, 2025. It provides details on the portal's objectives, user registration, complaints received, their status, issues reported, and potential API access. The portal, launched on November 25, 2016, serves as a unified platform for air passenger grievance redressal.
**Key Points / Main Content:**
* **AirSewa Portal Overview:**
* Launched on November 25, 2016, by the Ministry of Civil Aviation.
* Serves as a unified platform for air passenger grievance redressal in a time-bound manner.
* **User Registration Statistics (Year-wise):**
* 2016: 346
* 2017: 4147
* 2018: 5318
* 2019: 20105
* 2020: 19288
* 2021: 18498
* 2022: 26390
* 2023: 32805
* 2024: 29790
* 2025 (till July 31st): 10428
* Total: 167115
* **Complaints Statistics (Year-wise):**
* 2016: 644
* 2017: 6464
* 2018: 5277
* 2019: 12964
* 2020: 19573
* 2021: 13676
* 2022: 9649
* 2023: 14116
* 2024: 19262
* 2025 (till July 31st): 8209
* Total: 109834
* **Complaint Resolution:**
* Complaints are routed to nodal officers of airlines, airport operators, and other stakeholders.
* Resolution is governed by Service Level Agreements (SLAs) and the Passenger Charter.
* Out of 109834 complaints lodged between November 25, 2016, and July 31, 2025, 109664 have been resolved.
* Resolution timelines and user feedback are monitored through a dashboard system.
* **Usability and Technical Issues:**
* Issues regarding user signup, multiple verification, and unresponsive servers have been reported.
* A dedicated Control Room in the Ministry of Civil Aviation addresses these grievances.
* Issues are resolved in coordination with the Control Room and a technical backend team.
* **API Access:**
* There is currently no proposal under consideration to provide API access to online travel agents and aggregators.
* **Grievance Status (Stakeholder-wise from 25.11.2016 to 31.07.2025):**
* Airlines: Received 97436, Closed 97297, Pending 139
* Airports: Received 8262, Closed 8252, Pending 10
* BCAS: Received 205, Closed 205, Pending 0
* Customs: Received 284, Closed 283, Pending 1
* DGCA: Received 1831, Closed 1820, Pending 11
* Helicopter: Received 48, Closed 47, Pending 1
* Immigration: Received 364, Closed 364, Pending 0
* Security: Received 1404, Closed 1396, Pending 8
* Total: Received 109834, Closed 109664, Pending 170
**Impact Analysis:**
* **Air Passengers:**
* *Impact:* Passengers benefit from a unified platform for lodging and tracking grievances related to air travel. They are also impacted by the resolution timelines and the effectiveness of the redressal mechanism.
* *Action Required:* Continue to use the AirSewa Portal to lodge complaints and provide feedback on the resolution process.
* **Airlines, Airport Operators, and Other Stakeholders:**
* *Impact:* These entities are responsible for addressing and resolving passenger complaints routed through the AirSewa Portal, adhering to SLAs and the Passenger Charter. Their performance in resolving complaints affects their reputation and is monitored by the Ministry.
* *Action Required:* Designate nodal officers to handle complaints, ensure timely resolution of grievances, and cooperate with the Ministry in monitoring and improving the redressal process.
* **Ministry of Civil Aviation:**
* *Impact:* The Ministry is responsible for the overall functioning and monitoring of the AirSewa Portal, including addressing usability and technical issues and ensuring effective grievance redressal.
* *Action Required:* Continue to monitor the portal's performance, address technical issues, and explore ways to improve the user experience and efficiency of the grievance redressal mechanism.
Key Entities Referenced
Ministry of Civil Aviation: The Indian government ministry responsible for the formulation and administration of rules, regulations and policies relating to civil aviation in India.
AirSewa Portal: A unified platform launched by the Ministry of Civil Aviation for air passenger grievance redressal.
SHRI BRIJMOHAN AGRAWAL: The Member of Parliament who raised the unstarred question regarding AirSewa Portal in Lok Sabha.
Murlidhar Mohol: Minister of State in the Ministry of Civil Aviation.
Passenger Charter: A document outlining the rights and responsibilities of air passengers.
DGCA: Directorate General of Civil Aviation. A regulatory body in the field of Civil Aviation, primarily dealing with safety issues.
BCAS: Bureau of Civil Aviation Security. An attached office of the Ministry of Civil Aviation.
Lok Sabha: The lower house of the Parliament of India.
GOVERNMENT OF INDIA
MINISTRY OF CIVIL AVIATION
Lok Sabha
UNSTARRED QUESTION NO. : 3153
( TO BE ANSWERED ON THE 7th August 2025 )
AIRSEWA PORTAL
3153. SHRI BRIJMOHAN AGRAWAL
Will the Minister of CIVIL AVIATION
be pleased to state:-
(a) the details and objectives of AirSewa Portal and the date on
which it was launched;
(b) the details and the number of users registered on the AirSewa
Portal since its launch, year-wise;
(c) the total number of complaints lodged by the air passengers
through the AirSewa Portal since its launch, year-wise;
(d) the present status of all such complaints received and the
actions taken against airlines, airport operators, etc.;
(e) whether the Government has received complaints regarding
usability and technical issues while using the AirSewa Portal and if
so, the details thereof; and
(f) whether the Government proposes to provide API access of
AirSewa to various online travel agents and aggregators and if so,
the details thereof?
ANSWER
Minister of State in the Ministry of CIVIL AVIATION
(Shri Murlidhar Mohol)
(a) The AirSewa Portal is an initiative of the Ministry of Civil
Aviation, launched on 25th November 2016. It offers a unified
platform for Air Passenger grievance redressal in time-bound
manner.
(b) The year-wise details and number of users registered on the
AirSewa Portal are as under:
;Year Total Users
2016 346
2017 4147
2018 5318
2019 20105
2020 19288
2021 18498
2022 26390
2023 32805
2024 29790
2025 (till 31st July) 10428
Total 167115
(c) The year-wise details of the complaints received on the Portal
are as under:;
;
Year No. of Complaints.;
2016 644;
2017 6464;
2018 5277;
2019 12964;
2020 19573;
2021 13676;
2022 9649;
2023 14116;
2024 19262;
2025 (till 31st July) 8209;
Total 109834
(d) Complaints are routed to designated nodal officers of the
concerned airlines, airport operators, or other stakeholders for
resolution as per Service Level Agreement (SLA) and Passenger
Charter. A total of 1,09,834 complaints were lodged on the AirSewa
Portal during the period from 25.11.2016 to 31.07.2025, out of which
1,09,664 complaints have been resolved. The Ministry monitors
resolution timelines and user feedback through a dashboard system.
The stakeholders wise data may be seen at Annexure.;(e) Issues regarding user signup, multiple verification and
unresponsive server with regard to AirSewa Portal have come to the
cognizance of Ministry through various channels such as Social
media, Emails, Telephone Calls etc. AirSewa has a dedicated
Control Room housed in Ministry of Civil Aviation to address the Air
Passenger Grievances including complaints regarding usability and
technical issues of AirSewa portal. The Ministry has resolved such
issues as and when received in coordination with the Control Room
and Technical back-end Team.
(f) As of now, no such proposal is under consideration of Ministry.
******Annexure
Annexure in reply of Lok Sabha Unstarred Question no. 3153 for answer on
07.08.2025
Present Status of Grievances from 25-11-2016 to 31-07-2025
Received
S.No Stakeholders Closed Grievances Pending Grievances
Grievances
1 Airlines 97436 97297 139
2 Airports 8262 8252 10
3 BCAS 205 205 0
4 Customs 284 283 1
5 DGCA 1831 1820 11
6 Helicopter 48 47 1
7 Immigration 364 364 0
8 Security 1404 1396 8
Total 109834 109664 170
*****