National

Government launches upgraded version of AirSewa digital platform to help air passengers register grievances

The government on Monday launched an upgraded version of AirSewa digital platform, which would enable air passengers to seek help of chatbots to resolve their problems and register grievances using social media. According to the Civil Aviation Ministry, AirSewa 2.0 will also allow passengers to have access to real-time flight status and schedule for both domestic and international flights.
Besides, the ministry plans to come out with the next generation of AirSewa 3.0 digital platform in the next few months, wherein air travellers can register themselves under DigiYatra initiative.
DigiYatra seeks to promote paperless and hassle-free air travel. It is biometrics-based digital processing system for passenger entry and related requirements at the airport.
AirSewa 2.0 provides chatbot support for faster resolution and personalised traveller experience.
With the upgraded version of the web portal and mobile app, passengers can sign up using their Facebook and Google accounts.
Among other features, grievances can be registered using social media with hashtag ' AirSewa'.
Since the launch of AirSewa portal and mobile app in November 2016, it has helped resolve significant number of air passenger concerns, as per the ministry.
Civil Aviation Minister Suresh Prabhu, who launched the new version of the digital platform, said the third generation - AirSewa 3.0 - would be introduced in the next few months.
Around 12,000 complaints have been dealt with through AirSewa, Minister of State for Civil Aviation Jayant Sinha said.
"It is very very scalable and artificial intelligence (AI)-driven," he noted.
The AirSewa would also help the government capture air travellers' feedback for policy interventions, the ministry said.
BHIM payment integration, grievance escalation and transfer, among others, would be part of AirSewa 3.0, it said.

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