From hotel accommodation to full refund, Centre mulls stricter measures to safeguard air travelers

In a bid to reinforce passenger rights and ensure airlines adhere to regulations, the Indian government is contemplating revisions to the existing Directorate General of Civil Aviation (DGCA) rules. Recent incidents where certain airlines failed to provide mandatory assistance to passengers facing flight delays, cancellations, or involuntary denied boarding have prompted this review. Airlines are mandated to compensate affected passengers, offer hotel accommodations, and provide a full refund or an alternative flight according to the passengers’ preference, except in cases beyond their control.A senior official from the aviation ministry told the Times of India, “We are examining if the existing provisions have clauses that enable airlines to sometimes not follow them. We plan to remove that and simplify the rules. Ample publicity will be given to the same by displaying them at airports so that passengers know exactly what their rights and duties are as a consumer (important due to the large number of first-time flyers daily).”The catalyst for this proposed change stems from a recent incident involving IndiGo passengers who were not flown to their destination from Bengaluru as per their original booking.

Since 2020, the aviation industry has been navigating the challenges posed by the severe turbulence caused by the Covid-19 pandemic. With India now boasting two well-capitalized major airlines, IndiGo and Tata Group’s Air India, and domestic air traffic surpassing pre-pandemic levels, there is a renewed focus on safeguarding consumer interests in the realm of air travel.

The potential revisions aim to enhance passenger protection and establish a clearer framework for airline responsibilities, particularly crucial as the number of first-time flyers continues to rise daily.

Earlier this week, DGCA fined Air India Rs 10 lakh for the second time in one-and-a-half years, penalising the airline for not providing mandatory facilities to passengers who were denied boarding or whose flights were delayed or cancelled. Last June, AI was fined Rs 10 lakh for denying boarding to passengers, with DGCA ordering the airline to “immediately put systems in place to resolve the issue”.