Feedback Management Process
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Akasa Air believes in providing best in class service to its customers, with reliable operations and affordable fares.
Customer feedback is important to us as it helps us identify areas of improvement to enhance the customer experience. We have set up a dedicated customer engagement team to address feedback received from customers. Our Feedback Management process is:
Customer Feedback Management
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Receipt of feedback
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Acknowledgment and review of feedback
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Investigation and response to feedback
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Closure of feedback
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Learnings and continual improvement
Customer Engagement Team
If your travel experience has not been satisfactory, please reach out to our customer engagement team here.
For each feedback that is raised, a relevant ticket number will be generated by the customer engagement team and the same ticket number should be referred to for all future communication and correspondence regarding the relevant feedback.
We endeavour to respond to all customer feedback within 48 hours.
Escalation Process
Our escalation desk is managed by designated redressal officers (as per the Civil Aviation requirements, Section - 3, Air Transport, Series M, Part IV), as per below levels:
Level 1: Nodal Officer (nodalofficer@akasaair.com) managed by Ms. Deepika Poojary, General Manager – Customer Experience.
Level 2: Appellate Authority (appellateauthority@akasaair.com) managed by Ms. Ramita Vyas, Vice President - Customer Experience.
Criteria for Escalation
A customer must have a ticket number to escalate the case further. Please refer to the below criteria when escalating feedback to our redressal officers:
Feedback may be escalated if:
- You have not received any communication from us within 48 hours
- The resolution provided to you was unsatisfactory; or
- You observe any instance of fraud, abuse
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