The Minister of Civil Aviation has launched the AirSewa portal and mobile app in New Delhi recently. AirSewa is an initiative of the Ministry to offer people a convenient and hassle-free air travel experience. It will be operated through an interactive web portal as well as through a mobile app for both android and iOS platforms. The portal will include a mechanism for grievance redressal, backoffice operations for grievance handling, flight status/schedule information, airport Information and FAQs.
Participating in a panel discussion on the occasion Jayant Sinha, Minister of State for Civil Aviation said that flight delays, problem in refunds, long queues and lack of proper facilities at airports and complaints of lost baggage are the most common problems that air travellers are facing today. He stressed upon the need to respond to these problems in a systematic rather than an adhoc manner. He said that AirSewa was an attempt to provide such a systematic approach to redressing passenger grievances. Sinha said that although it was a major challenge to get the various players who are a part of the civil aviation ecosystem on to a common platform, this has been achieved through AirSewa .
With the launch of AirSewa, passengers will be able to register their grievances through the mobile app or a web portal. The users will have the facility to upload voice or video along with an elaborate description of their issues. They will be given a unique reference number for each of their reported grievances which would also be communicated through an email as well as an SMS. The Users can track the status and response to these grievances through the mobile application as well as the web application based on the reference number provided. Once the grievance is closed the user has an option to provide his feedback and rate the overall experience and satisfaction.
Nodal officers have been selected for all stakeholder agencies who will address the grievance in a time bound manner. Each grievance shared will be directed to the responsible nodal agency for resolution based on the grievance category chosen by the complainant. The dashboard shall be divided into three categories consisting of grievances pending within time line, grievances pending beyond time line and closed grievances. Each grievance shall have a resolution time line defined for initial response as well as final resolution. Each communication made by the nodal officer will be send through an alert through email and SMS.
Users will have an option to check the flight status and schedule between any of airports. Flights can be searched on the basis of flight number or for all flights to a particular airport. Airport Information will display basic weather information and connecting flight details from the airport. Airport information will include basic details and contact information regarding airport services like wheel Chair, transport/parking, rest and relax, Wifi services etc.
Raju called upon all service providers to adopt the spirit of continuous improvement so that the collaborative platform of AirSewa can make air travel truly enjoyable for people.
