New Delhi: The government has moved in to protect all air travellers in India. In a new set of guidelines issued by the Directorate General of Civil Aviation (DGCA), alirlines would now have to pay suitable compensation to cancellation of or delays in flights.
Compensation will also be paid to those who are denied boarding, in cases where the airline has overbooked. Airlines overbook to guard against 'no-shows', and under the new compensation plan, carriers can charge a 'no-show' levy.
The new rules come into force from the August 15.
Compensation amounts will vary between Rs 2000-4000. Passengers must be informed at least three hours in advance about cancelled flights. In case they aren't, apart from the compensation, the airlines must refund ticket if passenger does not want to fly that day or make alternative travel arrangements at no extra cost.
The new guidelines further stipulate -
While making enquiries or making a booking for a flight through an airline or its designated travel agent, each passenger shall be provided neutral and accurate information on the flight details and reservation status as also the applicable conditions specified by the airline for both the fare category and the conditions of travel.
Unless a passenger specifies, the airline/agent must provide neutral information on the different options available for a journey ranked in the following order:
a) Non stop flights
b) Flights with intermediate stops but without a change of aircraft
c) Connecting flights
d) All the fares available from airlines, as applicable
However, the airline will have the right to give preference to its own flights in providing the information in order to promote business on its services.
The airline or its designated travel agent must pass on to the passengers the following information in the form of a computer print-out:
a) The identity of the airline which will actually provide the service, as opposed to the airline mentioned on the ticket;
b) Changes of aircraft during the journey;
c) Stops en-route during the journey;
d) Transfer between the airports during the journey.
Facilities to be offered to Passengers
a) Meals and refreshments in relation to waiting time.
b) Hotel Accommodation when necessary (including transfers).
Airlines shall pay particular attention to the needs of persons with reduced mobility and any other person (s) accompanying them.
Passenger Redressal
When affected by denied boarding, a cancellation or a long delay, the passenger may complain directly to the airline in the event the airline has not provided the compensation, reasonable listed facilities. If the airlines fail to fulfil their obligations, the passenger may complain to the statutory bodies set up under relevant applicable laws.This 'passenger protection' scheme extends not only to domestic carriers, but also to all international airlines operating flights from India.