Passengers can lodge their grievances through CPGRAMS and AirSewa Portal: MoS Civil Aviation

New Delhi: The aggrieved air passengers can lodge their grievances through the Centralised Public Grievance Redressal and Monitoring System (CPGRAMS), said VK Singh, Minister of State for Civil Aviation, in a written reply to a question asked in Lok Sabha.  "These grievances are taken up with the concerned airlines for redressal," he said. CPGRAMS is an online portal administered by the Department of Administrative Reforms and Public Grievances (DARPG) and AirSewa Portal managed by the Ministry of Civil Aviation.

Disposal of the grievances is monitored at various levels, petitioner can file an appeal

Explaining the process of grievance addressal, the minister said, "Disposal of the grievances is monitored at various levels. Every airline appoints a nodal officer and an appellate authority and displays their contact details on their respective websites." He also added that if the petitioner is not satisfied with the resolution of grievance by airline, he/ she has option to file an appeal.

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Airlines shall ensure that the refund process is completed within 30 working days: Singh

Singh also explained about CARs and said, "Civil Aviation Requirements (CARs) Section 3 Air Transport Series M, Part II namely Refund of Airline Tickets to Passengers of Public Transport Undertakings states that in case of purchase of ticket through travel agent/portal, onus of refund shall lie with the airlines as agents are their appointed representatives."  He added that the airlines shall ensure that the refund process is completed within 30 working days. Such grievances are also taken up with the airlines for resolution.

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