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DGCA issues guidelines for passenger convenience

New Delhi, Oct 11 : The Directorate General of Civil Aviation (DGCA) on Friday issued guidelines to avoid inconvenience to passengers and said that prompt redressal of passenger complaints should be the top most priority of airlines.

"Prompt redressal of passenger complaints should be the top most priority and must be attended to as per the relevant provisions of the CARs," a DGCA statement said.

The new directives emphasise on prompt redressal of complaints on social media.

"Complaints on social media such as Twitter, Facebook etc. should be attended promptly and to the extent possible, must be resolved," the statement said.

The guidelines were issued after a meeting of the DGCA with the appellate authorities and nodal officers of all scheduled domestic airlines here on Thursday. The meeting was chaired by Arun Kumar, Director General, DGCA.

As per the directives, airlines must periodically update the details of their nodal officers and appellate authority on their website.

"The airlines should make all efforts to send SMS in case there is a delay in flight beyond 30 minutes or a boarding gate change has taken place at the airport. Airlines must send repeated SMS after every 30 minutes to keep the passengers updated about the flight delay/cancellation/boarding gate change," the statement said.

It was also decided that airlines must keep close coordination with their travel agents who must share the mobile numbers of the passengers with the airlines for flight information updates.

All necessary assistance must be provided to the passengers for their connecting flights, said the statement.

"In case of delay, airlines should make appropriate arrangements to provide water, refreshment and meals as per the provisions of the CARs," it said.

The guidelines said that airlines shall ensure the refund of tickets through the travel agents or portals in a timely manner and all help should be provided to senior citizens and passengers with reduced mobility.

"Airlines must ensure proper conduct and behaviour of their employees towards the passengers," the aviation sector regulator said in the statement.

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DGCA issues guidelines for passenger convenience


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