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Passenger complaints: Jet Airways is No.1

Last updated on: May 14, 2010 20:30 IST

Passenger complaints: Jet Airways is No.1

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Good times are back again for India's airlines with domestic airlines witnessing a 22 per cent rise in the number of travellers from January to April 2010.

While Jet Airways continues to fly high with a dominating presence among airlines in India, it also leads in the number of passenger complaints and flight cancellations, as per the data released by the Directorate General of Civil Aviation.

Passengers carried by domestic airlines from January-April, 2010 were 162.82 lakh as against 133.41 lakh in the corresponding period of year 2009, registering a growth of 22.05 per cent.

Paramount had the highest bookings in April at 84 per cent, followed by Indigo at 82.4 per cent and JetLite at 78.1.

1 lakh = 100,000

Click NEXT to find out how India's airlines score in terms of performance, passenger complaints and cancellations...


Image: Jet Airways.
Photographs: Arko Datta/Reuters
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Passenger complaints: Jet Airways is No.1

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The number of complaints was 7.6 per 10,000 passengers for Jet Airways, the highest among all airlines.

JetLite which has a market share of 7.6 per cent, received 5.4 complaints per 10,000 passengers. Jet Airways along with Jetlite has a 25.9 per cent market share.

The complaints about Jet are on lost or mishandled baggage, refund against cancellation of tickets and non-redemption of Jet Privilege miles etc.

And on-time performance, Jet Airways scores the lowest with 74 per cent and Jet Lite scores 74.6 per cent.

Jet Lite has maximum number of flight cancellations at 10.4 per cent. Jet Airways has the second highest number of cancellations at 3.4 per cent.

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Image: JetLite.

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Passenger complaints: Jet Airways is No.1

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Budget carrier Paramount Airways comes second in terms of passenger complaints at 5.4 per 10,000 passengers. There are a number of complaints on account of bad customer service and cancellations.

Paramount's flight cancellations stand at 2.8 per cent. However, Paramount flies high in terms of on-time performance with a score of 88.1 per cent in April.

The total number of domestic passengers carried by the scheduled airlines in April was 41.88 lakh. The figure was 39.03 lakh in March.

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Image: Paramount Airways.

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Passenger complaints: Jet Airways is No.1

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Spicejet which has the lowest market share at 0.3 per cent, is third in terms of complaints -- 3.7 per 10,000 passengers.

Complaints against Spicejet are on damaged and loss of baggage, non-refunding of tickets, etc.

Spicejet comes at the fifth position in terms of on-time performance with a score of 77.1 per cent in April.

Spicjet has the one of the lowest flight cancellations at 0.9 per cent.

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Image: SpiceJet aircraft in Mumbai.
Photographs: Punit Paranjpe/Reuters.
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Passenger complaints: Jet Airways is No.1

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Budget carrier GoAir, which has 5.9 per cent of the market share, has 3.6 complaints per 10,000 passengers carried.

Go Air is fourth in terms of on-time performance with a score of 79.3 per cent.

GoAir has the least number of flight cancellations at 0.1 per cent.

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Image: GoAir.

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Passenger complaints: Jet Airways is No.1

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Kingfisher Airlines with 21.4 per cent of the market share, has 2.6 complaints per 10,000 passengers.

Kingfisher tops the charts in terms of on-time performance with a score of 89.8 per cent in April.

Flight cancellations at Kingfisher stood at 1.5 per cent.

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Image: Kingfisher Airlines at Mumbai airport.
Photographs: Punit Paranjpe/Reuters.
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Passenger complaints: Jet Airways is No.1

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IndiGo which has of the 15.7 per cent of the market share comes at the 6th position with 2 complaints for every 10,000 passengers carried.

Indigo is ranked third in terms of on-time performance with a score of 87.6 per cent in April.

Indigo has the second lowest number of cancellation at 0.5 per cent.

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Image: IndiGo.

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The National Aviation Company of India Ltd which runs Air India and Indian together have a market share of 18.2 per cent.

However, they have the least number of complaints at 0.6 per cent per 10,000 passengers.

NACIL is at 76.3 per cent in terms of on-time performance.

The flight cancellations stand at 1.9 per cent for Indian and Air India.


Image: An official looks at the first class cabin section in Air India's new Boeing 777-20.
Photographs: Punit Paranjpe/Reuters.
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