Civil Aviation to get Ombudsman body to look into all consumer complaints

NEW DELHI: Denied boarding despite possessing a confirmed ticket in an Air India flight? You will soon be able to complain to the civil aviation ministry, as the ministry has started the process of appointing an Ombudsman to look into the complaints of consumers and give binding orders.

The Union civil aviation minister has asked for an Ombudsman to look into the complaints of people against wings under the ministry like Air India, Directorate General of Civil Aviation, Airports Authority of India and Pawan Hans. “The idea is to create a body empowered to give binding directions to the in cases of complaints. It will create the much needed forum to ventilate and remedy grievances,” said a senior ministry official.

The Ombudsman will be on the same lines followed by the Electricity, Banking, Income Tax and Insurance sectors, that have ombudsman to look into complaints. Currently, the aviation sector does not have a redressal authority. The complaints against airlines can be addressed to DGCA but there is no guarantee a redressal.