DGCA Issues Notice To Airlines After Customers With Confirmed Tickets Denied Boarding

After multiple incidences of customers with confirmed tickets being denied boarding, India’s Directorate General of Civil Aviation (DGCA) issued a notice to all Indian airlines on Friday and warned them against financial penalties.

The aviation watchdog issued a warning to all Indian carriers and said that any violations of these guidelines will “be viewed seriously and strict action will be initiated against the erring airline, including imposing financial penalties as per regulations.”

The DGCA also directed airlines to follow CAR (Civil Aviation Requirement) norms in cases of denied boarding to confirmed ticket holders. According to the CAR, airlines must pay compensation or facilities to customers in the event of denied boarding, flight cancellations, or flight delays.

A notice sent to all airlines by the DGCA stated;

“It has come to the notice of this office that various airlines are denying boarding to passengers holding confirmed ticket on a flight, although they have presented themselves for boarding within the time specified by the airline. This practice is extremely unfair to the passengers and brings a bad name to the aviation industry.” 

Long ago, the aviation authority set provisions to reimburse customers who were wrongfully denied boarding or who had flight cancellations or delays.

“Airlines are hereby directed to comply with the provisions of the CAR at the earliest opportunity available, preferably at the airport if the passenger has reported on time. Any non-compliance of the provisions of the CAR will be viewed seriously and strict action will be initiated against the erring airline, including imposing financial penalties as per regulations.” the notice further added.