India's Ministry of Civil Aviation has implemented new directives aimed at improving the passenger experience across the country's airports and airlines. The measures emphasize transparency, passenger rights, and enhanced facilitation initiatives, addressing key concerns in the rapidly growing domestic aviation market.
India has become the third-largest domestic aviation market worldwide, with airports handling over five lakh passengers daily. The growth has been supported significantly by the UDAN scheme, which promotes regional connectivity and accessibility. To further enhance services, initiatives such as UDAN Yatri Cafés, Flybrary, and free Wi-Fi have been introduced at major airports.
New Directions for Airlines and Airports
The directives from the Directorate General of Civil Aviation (DGCA) include requiring airlines to allocate at least 60 percent of seats free of charge, where possible, and to seat passengers on the same PNR to improve convenience. Airlines are also instructed to facilitate the carriage of sports equipment and musical instruments under standard guidelines, and to be transparent about pet policies.
“These measures are aimed at improving the overall passenger experience, promoting transparency, and addressing grievances effectively,” said a senior official from the Ministry of Civil Aviation.
The directives also mandate the display of passenger rights related to delays, cancellations, and denied boarding across airline platforms and at airports. Communication of passenger entitlements in regional languages is also emphasized to ensure greater accessibility. The Ministry's goal is to foster a more transparent and passenger-friendly aviation sector, reducing complaints and enhancing trust among travelers.
