DGCA introduces new guidelines for airlines to tackle flight delays and disruptions
In response to a surge in complaints regarding flight delays and cancellations, the Directorate General of Civil Aviation (DGCA) issued Standard Operating Procedures (SOPs) on Monday. The SOPs state that airlines may cancel, with sufficient advance notice, flights anticipated to be delayed beyond 3 hours.
The DGCA emphasized the need for airlines to protect air travelers, particularly in cases of denied boardings, flight cancellations, and unexpected delays without prior notice. The official release from DGCA outlined the facilities that airlines should provide to passengers in such situations.
As part of the new guidelines, airlines are now required to include a reference to the Civil Aviation Requirement (CAR) on flight tickets. Compliance with CAR provisions is mandatory for all airlines, with exemptions applying only in cases of Force Majeure events beyond the airline’s control.
These guidelines were prompted by recent disruptions caused by fog and adverse weather conditions, particularly at airports like Delhi Airport. The disruptions led to flight delays, cancellations, and passenger inconvenience.
Key Points from the DGCA Guidelines:
1. **Real-time Information Publication:** Airlines must publish accurate and real-time information about flight delays through various channels, including their official website, advance notifications to affected passengers via SMS/WhatsApp and email, and updated displays at the airports.
2. **Staff Sensitization:** Airline staff at airports are required to be appropriately sensitized to effectively communicate, guide, and continuously inform passengers about flight delays.
3. **Cancellation Policies:** Airlines are encouraged to proactively cancel flights well in advance, expected to be delayed due to adverse weather conditions beyond a 3-hour period. This aims to prevent congestion at airports and minimize passenger inconvenience.
The introduction of these guidelines comes in the wake of several incidents where passengers expressed frustration over delayed, canceled, or diverted flights. In one such incident, an IndiGo passenger was arrested for assaulting a co-pilot after an announcement of a delay in a Goa-bound flight. The incident, captured in a viral video, highlights the growing discontent among passengers, prompting calls for action against the accused and raising concerns about the airline’s performance.