New Delhi: The Directorate General of Civil Aviation (DGCA) has directed all airlines to ensure that a link to the “passenger charter” is prominently displayed on both airline tickets and their websites. This move aims to make passengers, especially first-time flyers, more aware of their rights and the regulations governing air travel.
In addition to being visibly displayed, the link to the passenger charter must also be sent via SMS or WhatsApp to passengers once a ticket is booked. The DGCA has emphasised the need for transparency in air travel, aiming to keep passengers informed about their entitlements, such as compensation and procedures for flight delays, cancellations, denied boarding, and baggage issues, among other concerns.
The initiative is expected to increase accountability among airlines, ensuring passengers are better informed about their rights. Airlines have been given a strict two-day deadline to comply with this directive, with reports of implementation due by March 27.
SpiceJet has already updated its systems to meet the new requirements, while other airlines are in the process of incorporating the changes. Other carriers have assured that they will follow the new guidelines as soon as possible.
This directive comes at a time when there has been a significant rise in passenger complaints about the quality of service provided by various airlines. Recently, Australian cricketer David Warner and Member of Parliament Supriya Sule publicly criticised Air India for its service delays. Sule condemned the airline’s persistent delays, stating that passengers—ranging from professionals to children and senior citizens—were being affected by the constant mismanagement. She called for action from the Civil Aviation Minister to hold Air India accountable.
The following day, Warner also criticised Air India, revealing that passengers, including himself, were made to board a flight with no pilots assigned to it, further highlighting the airline’s operational issues.
On March 23, cricket commentator Harsha Bhogle took to social media to express his dissatisfaction with IndiGo, accusing the airline of a “passenger-last” attitude and rude behaviour. He posted, “One day, I am going to invite people from IndiGo home for dinner and ask them to wait outside the door till the table is laid and the food is cooked. Always IndiGo first, passenger last.”
The DGCA’s recent order is expected to address such concerns by increasing the transparency of airline operations and ensuring that passengers are fully informed of their rights, especially in cases of poor service or inconvenience.