In order to resolve passenger complaints against airlines or airports, the Ministry of Civil Aviation plans to set up Ombudsman offices across India which will have Quasi Judicial authority & save the trouble to passengers of running around to be heard as per reports in the TOI.
"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." said the Minister of Civil Aviation, Mr. Praful Patel
A sharp growth in the number of passengers has led the government to look at the options of an ombudsman and transparent fares. Last year, India saw 5 crore domestic flyers, a number that is expected to grow four-fold in the next decade. At present there's no real mechanism to resolve passenger complaints as airlines are not known to be too responsive. "But the size of passenger numbers we are looking at in coming years makes it imperative to have a simple institutionalized mechanism in place for this job. Passengers can't be left at the mercy of airlines or airports," a senior official said.
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