The Ministry
of Civil Aviation held a meeting of all stakeholders last week to invite
suggestions for designing AirSewa 2.0, the upgraded version of the AirSewa web
portal and mobile app that was launched in November last year to make air
travel convenient and hassle-free. Nodal Officers of all stakeholders like
airlines, Airports, Immigration, Customs, DGCA, etc attended the meeting.
Valuable suggestions for service improvement, enhancing user comfort and quick
redressal of complaints were received and will be considered for incorporation
in the design of AirSewa 2.0.
This
follows the success of AirSewa1.0 which has been received well, with around
19,000 app downloads so far and over 65,000 web portal hits since its launch.
More than 92% of grievances have been resolved and most of them within the
stipulated time limits.
The
Ministry is committed to providing a safe, and comfortable air travel
experience to users. Flight delays, problem in refunds, long queues, inadequate
facilities at airports and complaints of lost baggage are the most common
problems that Air Travelers face. There was a need to respond to these
problems in a systematic manner rather than on ad-hoc basis. The Ministry had
launched AirSewa web portal and mobile app on 26.11.2016 to address this need.
AirSewa
is operated through an interactive web portal and a mobile app for both Android
and iOS platforms. e-portal includes a mechanism for grievance redressal, back
office operations for grievance handling, flight status/schedule information,
airport Information and FAQs.
Users
can now check live flight status for all inbound and outbound flights in a
single click. Information regarding weather conditions and services for some
selected airports is also available on this portal. Flights can be searched by
flight number or for all flights to or from a particular airport. Information
such as airport services like wheel chair, transport/parking, rest and relax,
Wifi services etc. can also be easily accessed.
Timely
and satisfactory grievance redressal was an important priority as users had to
approach several stakeholders to get their grievances redressed. AirSewa is a
one-stop solution for grievance redressal as passengers can now register any
grievance on the mobile app or web portal. They can also upload voice or video
along with an elaborate description of their issues.
The
portal has helped make the grievance redressal system responsive, transparent,
accountable and efficient by using technology. Users can now track the status
and response through reference number provided. There are stipulated timelines
in place to address the issue. The portal is closely monitored by control room
to ensure timely and effective redressal. A message is sent to the concerned
nodal officer if any grievance remains unattended or unresolved. To improve the
User Experience an option to provide feedback and rate the overall experience
and satisfaction has been provided.
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NP/MS
