The latest report from the Directorate General of Civil Aviation (DGCA) has shown that SpiceJet’s market share in India’s domestic aviation market has decreased to 2.3 percent. Despite the overall increase in the number of passengers carried by airlines in India from January to August 2024, SpiceJet’s market share has steadily declined since the beginning of the year. In comparison, IndiGo holds the largest market share at 62.4 percent, followed by Air India, Air India Express, and Vistara.
Interestingly, SpiceJet also recorded the highest number of passenger complaints in August 2024, with 16.1 percent of complaints directed towards the airline. The most common complaints were related to flight problems, baggage issues, and refunds. In contrast, Air India only received 1.5 percent of complaints, while IndiGo had a mere 0.2 percent. These complaints have been addressed and closed by the respective airlines.
When it comes to On-Time Performance (OTP) at four major metro airports in India, Akasa Air had the highest OTP at 71.3 percent, followed by Vistara, IndiGo, and SpiceJet. The delays in flights were primarily attributed to reactionary issues, followed by Air Traffic Control (ATC) and operational issues. The report by DGCA has provided insight into the reasons behind flight delays and the performance of different airlines in India.
During the month of August 2024, a total of 1031 passenger complaints were received by scheduled domestic airlines. The majority of complaints were made against SpiceJet (437), followed by Air India (294) and IndiGo (135). However, all complaints have been addressed and resolved by the respective airlines. These complaints highlight the importance of effective customer service and passenger satisfaction in the aviation industry.
In conclusion, despite the decline in market share and high number of complaints, SpiceJet and other airlines in India continue to cater to a growing number of passengers. With the increase in air travel and competition among airlines, it is crucial for carriers to prioritize customer service, on-time performance, and efficiency. The DGCA report serves as a valuable tool for evaluating the performance of airlines and improving the overall quality of service in the Indian aviation industry.
