In the first half of 2025, air passenger complaints in India have surged, nearly reaching the total number recorded in all of 2024. This increase signals growing dissatisfaction among flyers and raises concerns about service and safety within the Indian aviation sector.
Key Data and Trends
Data from the Directorate General of Civil Aviation (DGCA) reveals that as of June 2025, 3,925 passenger complaints have been registered. This is approximately 98% of the 4,016 complaints filed in 2024. In comparison, 2023 saw a five-year high of 5,513 complaints, while 2021 and 2022 had 4,131 and 3,783 complaints, respectively. Civil Aviation Minister Ram Mohan Naidu Kinjarapu shared this data in Parliament, highlighting the fluctuating trends in passenger grievances.
Technical Defects and Safety Measures
Alongside the rise in complaints, the number of technical defects reported in aircraft has also garnered attention. As of June 2025, 183 defects were reported, accounting for 43% of the total recorded in 2024. While this number is lower than the 421 defects reported in 2024 and 448 in 2023, it still indicates persistent operational challenges. The DGCA has carried out 2,094 investigations into serious defects and snags over the past five years.
Following the tragic Air India Flight AI171 crash near Ahmedabad on June 12, 2025, which killed 260 people, the DGCA has enhanced its safety checks and inspections. Minister Naidu stated that the DGCA is committed to updating and aligning civil aviation regulations with international standards set by the International Civil Aviation Organisation (ICAO) and the European Union Aviation Safety Agency (EASA).
Reasons for Complaints and Cancellations
While technical issues contribute to flight cancellations, other factors play a significant role. In 2023, approximately 29% of cancellations were due to technical problems, but this decreased to 19% in 2025. Weather-related issues accounted for 44% of cancellations in 2023 and 35% in 2025. Operational issues like crew shortages, baggage delays, and scheduling conflicts consistently contribute to around 10-12% of cancellations annually. Notably, cancellations due to miscellaneous reasons have sharply increased from 17% in 2023 to 34% in 2025.
Airline Performance and Regulatory Actions
In 2024, Air India Ltd, which includes Air India and Air India Express, reported the highest number of technical defect cases at 253, while Indigo's numbers significantly dropped to 46. In 2025, Air India continues to lead with 85 cases, followed by Indigo with 62. The DGCA has taken enforcement actions against several airline companies for safety violations, issuing 65 warnings, 61 suspensions, and 79 penalties in 2025 alone. In 2024, there were 203 warnings, 329 suspensions, and 112 penalties.
** пассажир Rights and Government Initiatives**
The Indian government has established regulations to protect passenger rights and ensure a positive travel experience. The Ministry of Civil Aviation (MoCA) has issued a Passenger Charter outlining the rights and duties of airline passengers. The DGCA has also directed airlines to proactively inform passengers about route changes, extended travel times, and technical halts. Additionally, airlines must ensure adequate on-board medical supplies and the availability of emergency services at potential technical stop airports.
To enhance passenger risk assessment, the Central Board of Indirect Taxes and Customs (CBIC) has mandated that airlines share passenger details with Indian Customs starting April 1, 2025. This includes information such as cellphone numbers, payment methods, and travel schedules, to be provided at least 24 hours before departure. Non-compliance will result in penalties.
The surge in air passenger complaints in India underscores the need for continuous improvements in airline services, safety measures, and customer support. The DGCA's enhanced inspections, stricter enforcement, and alignment with international standards aim to address these concerns and rebuild passenger confidence in the aviation sector.
