Air India CEO Advocates for Aviation Ombudsman Amidst Industry Discussions
In a recent statement to Business Standard, Air India’s CEO and Managing Director, Campbell Wilson, expressed support for the establishment of an ombudsman for the aviation sector to address customer grievances. Wilson emphasized the potential benefits of having a professional entity capable of impartially assessing various issues and delivering informed judgments.
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The Ministry of Civil Aviation (MoCA) has initiated discussions with airlines, airports, and regulators regarding the necessity of an ombudsman in Indian aviation to effectively address customer concerns. A meeting has been planned to gather stakeholders’ views and evaluate the potential value addition of such a mechanism, alongside existing grievance redressal mechanisms like AirSewa.
Consumer Affairs Secretary Rohit Kumar Singh previously suggested the establishment of an aviation ombudsman to ensure timely resolution of consumer issues within the airline sector. This proposal was further reinforced during discussions with representatives from travel platforms and consumer organizations.
While the proposal undergoes thorough examination and deliberation, stakeholders have been requested to provide written comments on the matter. Additionally, efforts are being made to address pending consumer grievances and enhance collaboration between the National Consumer Helpline (NCH) and AirSewa for efficient dispute resolution.
The aviation ministry remains committed to promoting transparency and safeguarding consumer interests. Discussions also encompass concerns related to web check-in charges and ticket refund policies, with a focus on integrating services for a seamless consumer experience.
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