The Ministry of Civil Aviation has introduced the upgraded version of AirSewa 2.0 web portal and mobile app to provide superior user experience with enhanced functionalities to air travellers.
Major improvements include features such as secure sign-up and log-in with social media, chatbot for travellers support, and improved grievance management, including social media grievances, real-time flight status and details of flight schedule. The improved version operates through an interactive web portal as well as through a mobile app for both android and iOS platforms.
The web portal and application will help to capture air travellers’ feedback for policy interventions.
“The focus is now on improving the quality of services so that passengers who are travelling have a safe and comfortable experience,” Union Minister of Civil Aviation and Commerce and Industry Suresh Prabhu said.
Minister of State for Civil Aviation Jayant Sinha said that five crore passengers were travelling every year and the number would grow exponentially in the near future. “There was an urgent need of upgradation of AirSewa and systemic intervention in improving customer services,” he added.
Air passengers face issues like flight delays, problem in refunds, long queues, inadequate facilities at airports and complaints of lost baggage. To address that need, the Ministry had introduced AirSewa web portal and mobile app in November 2016.
“The AirSewa 1.0 was received well, with around 30,000 app downloads and around 75,000 web portal hits since its launch. It has helped a significant number of air passengers to get their concerns resolved, with 92% closure rate for grievance solutions,” the Ministry said in a statement.
In addition to grievance redressal, AirSewa also provides real-time flight status and flight schedules, it said.
Further upgrades of to AirSewa were also being planned. which This would include DigiYatra registration, airport maps, BHIM payment integration and grievance escalation and transfer, the Ministry added.
Meanwhile, Chennai airport bagged the champion award for achieving 100% timely closure of grievances in one year.
