Indian air travelers are increasingly frustrated with the country’s air services, a recent survey revealed. Traveler dissatisfaction is the result of deteriorating services and poor behavior by airline staff, according to the Bloomberg survey. The results of the survey are not surprising given the incidents of misconduct with passengers and reports of delays in services. Bloomberg’s survey analyzes many other aspects of air travel in the post-Covid-19 world, highlighting the facts above.
LocalCirceles (a social media platform) conducted the preparatory work for the survey. The sample size for the survey was 15,000 air passengers, 79% of whom believed that “carriers in India are compromising passenger comfort and taking shortcuts due to the pandemic”. Passengers feel that the deterioration in the level of customer service from airline employees came after the pandemic.
The survey covers all airlines and ranks them in order of dissatisfaction in their sample size. Based on the list, 28% of respondents were unhappy with Spicejet placing it at the top of the list. The airline was followed by IndiGo and Air India in second and third place, respectively.
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It should be noted that following the recent incidents and controversies, the Indian aviation regulator, DGCA, has announced several guidelines and warnings for airlines. The most notable of the incidents remains the incident of Indigo abusing a specially disabled child. In addition, the DGCA recently warned airlines against providing unusable seats to passengers, which would cause inconvenience.
The reason for the lack of good services can be explained by the drop in the number of air travelers at the time of the pandemic. Airlines that lacked adequate cash reserves, government support or a strong private player were the first to succumb to mounting pressures. However, it’s not just the airlines that have changed. Loyal customers expect them to adapt to their changing travel habits in the wake of COVID while providing good service in return for competitive rates
In addition, airlines are currently struggling with a significant staff shortage and existing employees are overworked due to the rapid increase in passenger volume. And, with airlines grappling with rising fuel prices while keeping tabs on ticket prices, customer service seems to have slipped down the priority list.