The Directorate General of Civil Aviation (DGCA) has asked airlines to make sure that passengers aren’t inconvenienced throughout travel and are informed of flight delays well in advance by sending SMS.
The regulator held a meeting in this regard today with proceedings Authority and Nodal Officers of all scheduled domestic airlines and asked airlines to adhere to a series of measures as well as informing passengers of flight delays beyond half-hour by sending a text message.
“The airlines should make all efforts to send SMS just in case there’s a delay in flight beyond half-hour or a boarding gate change has taken place at the airport. Airlines should send continual SMS after each half-hour to keep the passengers updated for the flight delay/cancellation/boarding gate amendment,” DGCA told the airlines.
In case of delay, the regulator has also asked the airlines to make appropriate arrangements for water, refreshment, and meals as per the provisions of the civil aviation requirements.
The regulator has additionally asked the airlines to make sure prompt resolution of traveler complaints, as well as those mentioned on social media platforms like Twitter and Facebook, and treat the matter as a top priority.
“Any negligence in the manner shall be viewed seriously,” the regulator said.
In addition, the airlines have also been asked to periodically update the details of their nodal officer and appellant authority on their website and keep close coordination with their travel agents. The regulator has additionally mandated the travel agents to share the mobile numbers of the traveling traveler with the airlines for flight info updates.
“The airlines shall make sure the refund of airline tickets through travel agent/portal in a timely manner,” DGCA told the carriers.
The regulator also reiterated that all necessary help should be provided to the passengers for his or her connecting flights and all help should be provided to senior citizens and passengers with reduced mobility.
“Airlines must ensure proper conduct and behavior of their employees towards passengers,” the regulator said.
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