Feedback and Complaint

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FBR Message

Passenger Feedback & Suggestion Cell (PF&SC) has been established at MIAP for expeditious disposal of complaints. An online E-complaint System has also been designed for lodging passenger complaints / suggestions for betterment / facilitation of passenger, meeters and greeters.

Modes of Complaints:

If the complaints of passengers are not timely resolved by the concerned Airline or handling agents then Passengers can lodge their complaint and feedback to CAA for expeditious disposal, through following modes:

Complaint Register Placed in all Lounges at CAA Facilitation / Information Desk / Concourse Hall - DTM office	Airport Services Feedback Form	Complaint Box
Contact Number +9261-9200301		Via Email [email protected] [email protected]

Complaint Registers
(Placed in all Lounges at CAA Facilitation / Information Desk / Concourse Hall - DTM office)
Complaint / Suggestions Boxes
Contact # +9261-9200301
Complaint E-mail: [email protected]
Online Web based E-Complaint & Feedback System
Official Mail: [email protected]
On-spot complaints are resolved by DTM / DFO / DVO, as applicable.
Vigilance related complaints are lodged by Passengers / meters / greeters in DTM Office.

Procedure:

On receipt of a complaint, the same is scrutinized by Officer Incharge PF &SC and entered in the software system and a Tracking Number is allotted.
The complaint is sent to the concerned CAA section / airline / agency for investigation and comments.
An interim reply is also sent to the Passenger / complainant within 48 hrs.
On receipt of comments from the concerned office proper reply is given to the passenger / complainant.
Proper follow up action is taken till resolution / settlement of a complaint.

Feedback and Complaint