At a time when airlines are flying gloomy across the world, India seems to be standing out. According to a civil aviation ministry report released earlier this week, the country's domestic airlines flew more passengers last year.
The flipside: Air India was still not managed as well as the private carriers. At a time when the the ninth-largest aviation market is growing the fastest in the world, the public sector carrier has to show more spunk to match up to the rest. Take a look:
A total 127,195 passengers were paid Rs 2 crore in compensation.
At Mumbai airport, only 51.5% AI flights were on time.
- The airline received a total 552 complaints - mostly related to 'baggage'; 377 of those were addressed. Others had no complaints unaddressed.
- AI has maintained its record of the most number of passenger complaints and scores poorly in redressal.
No wonder, the market grew 20.34%.
Among the 11 domestic airlines, only Air Asia had a slight fall in PLF.
With a change of guard, the company returned to black and its share price moved north.
- Spice Jet had the least (0.34%) cancellations; the all-India rate was 2.49%.
Clearly, with the exception of some new, low-cost carriers, most of our airlines are doing well. And Air India has no option but to up its game. Depite a 16.4% share of the domestic market last year, the company led in accumulated losses, unprofitable routes and meaningless acquisition.
Estimates suggest that India is slated to becomes the third-biggest airline market by 2020. That will attract more foreign investment and employment. Given that, its high time that the public carrier starts taking customer satisfaction seriously to improve financial health.
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