NEW DELHI: The Directorate General of Civil Aviation (DGCA) has directed Indian carriers to send a link to passenger rights along with air tickets. With the massive rise in number of air travellers, with many being first time flyers, DGCA chief Faiz Ahmed Kidwai wanted passengers to be made aware of what they are entitled to in case of deficiency in service; delayed flights (due to factors that are not beyond airlines‘ control), cancellations, denied boarding and baggage issues. IndiGo is learnt to have told the regulator it will start doing so by Tuesday (March 25).
“The DGCA has directed all airlines to disseminate and emphasise the provisions of passenger-centric regulations and passenger rights. All airlines have to send the online link of passenger charter available on the aviation ministry website in message to passenger (SMS / WhatsApp) once a ticket is booked and on airline tickets and on airlines website. Like their duties as a traveller, passengers should also know their rights,” said an official.
Airlines are in the process of updating their systems to have proper communication to passengers on their rights in case of flight delays, and the grievance redressal mechanism, officials added.
IndiGo, for instance, is learnt to have informed the regulator that “when passengers complete the booking process, they can click the link ‘click here’ under the right-hand side panel named ‘Notes’… land on the passenger charter page, where they can access the DGCA PDF file.” On the website, “passenger can click the link ‘passenger charter’ under ‘quick link’ heading to access the passenger Charter,” the airline is learnt to have said in its compliance to the regulator.
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