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Over 60% Indian fliers unhappy with airlines’ response to baggage complaints, finds survey

One in four passengers found their baggage delayed in the last three years, while one in three passengers said their checked-in baggage was damaged.

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New Delhi: Over 60 per cent air travellers in India were dissatisfied with customer service and responsiveness of airlines when it came to dealing with baggage-related complaints in the last three years, a survey by community social media platform LocalCircles revealed.

When it came to passengers facing issues with delayed, lost or damaged baggage, as many as 12 per cent of 11,112 people surveyed rated reponses by airlines to be ‘pathetic’, while 38 per cent said customer service was ‘poor’.

At the same time, 25 per cent fliers rated air carriers’ response as ‘good’, while 12 per cent said remedial actions were ‘excellent’.

‘Damaged’ check-in baggage

One in three fliers also said they or their family members have found their checked-in baggage damaged.

The survey also found that one in four passengers found their baggage delayed in the last three years. Delays due to technical snags in conveyors or baggage logistics equipment, mishandling, failure to send luggage by the correct flight and security issues were among the many reasons cited by passengers.

According to the Directorate General of Civil Aviation (DGCA) data, missing and mishandled baggage continues to be among the top three complaints of fliers in India.

A few fliers also alleged airline staff of occasionally removing baggage tags, leading to luggage getting held up at the lost and found sections of airports.

The LocalCircles poll received responses from over 32,000 consumers across 303 districts. Of them, 63 per cent respondents were men, while 37 per cent women.

Also read: ‘Will improve user safety’: 9 in 10 Indians want uniform mobile chargers, finds survey


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