Airline sector to get ombudsman

Harried air travellers in the country may soon have the relief of being able to approach an ombudsman for settlement of their disputes with airlines.

Since early 2008, air operators have been trying to scuttle the government's plan to appoint an ombudsman for the sector. However, the government has now firmed up plans to put in place several aviation ombudsmen across the country.

The first aviation ombudsman is expected to be appointed for Delhi. Aviation ombudsmen will also be deputed at other metros and in states.

An ombudsman is an authority who will look into complaints and act as an arbitrator to settle disputes between consumers and airlines.

Currently, aviation regulator Directorate General of Civil Aviation looks into grievances of fliers. But it has largely failed to address the concerns of the fliers satisfactorily.

The government's urgency to appoint an ombudsman follows airlines' hiking fares by over 300 per cent during last year's festival season that stretched from October to December.

The government had stepped in and the DGCA had to talk airlines into lowering the ticket prices and ensuring some amount of transparency.

A top civil aviation ministry official said the general resentment and outrage amongst fliers has forced the government to appoint an ombudsman to nail the wrongdoings of airlines.

"The airline industry has grown rapidly where over five crore domestic passengers flew last year. There is an urgent need to have an ombudsman to deal with complaints of airline passengers," the official added.

"The plan is to set up the office this year itself, first at the Centre and then on a state or at least regional level. This quasijudicial authority will have the powers to resolve passenger complaints," said an official. The government had earlier asked all airlines to appoint an ombudsman from June 1, 2008.

This was further extended by two months. But the matter was swept under the carpet.

Indian airports have become increasingly chaotic and unruly as airlines are negligent about addressing the concerns of their passengers.

"As of now, there is no agency where air passengers can lodge complaints. We have to go to consumer disputes forums or courts. But once the carriers appoint their ombudsman, the grievances of passengers are expected to be addressed much faster. It would be an obligation on the part of the government," said Rajesh Kumar, a regular domestic flier.

The aviation ministry is also working on a plan to simplify airfares. The working group constituted in this regard has recommended more transparency in airfares to ensure that spot fares, which escalate to unreasonable level, is regulated.

It is understood to have suggested opening up the airports at Hyderabad and Bangalore to low- cost carriers besides continuing to use the terminals other than T3 at IGI airport at New Delhi.

The group has also recommended that airlines display allinclusive fares. Panel members have also asked for clearing the demand for more new airlines while keeping in view the safety norms as well as the supply-side issues.

Courtesy: Mail Today