The airways ought to make all efforts to ship SMS in case there’s a delay in flight.
The Directorate General of Civil Aviation (DGCA) on Friday, October 11, issued pointers to keep away from inconvenience to passengers and stated that immediate redressal of passenger complaints ought to be the highest most precedence of airways.
“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 assertion stated.
The new directives emphasise on immediate 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 assertion stated.
The pointers have been issued after a gathering of the DGCA with the appellate authorities and nodal officers of all scheduled home airways in New Delhi, on Thursday, October 10. The assembly was chaired by Arun Kumar, Director General, DGCA.
As per the directives, airways should periodically replace the main points of their nodal officers and appellate authority on their web site.
“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 assertion stated.
It was additionally determined that airways should preserve shut coordination with their journey brokers who should share the cellular numbers of the passengers with the airways for flight data updates.
All obligatory help have to be supplied to the passengers for their connecting flights, stated the assertion.
“In case of delay, airlines should make appropriate arrangements to provide water, refreshment and meals as per the provisions of the CARs,” it stated.
The pointers stated that airways shall make sure the refund of tickets by way of the journey brokers or portals in a well timed method and all assist ought to be supplied to senior residents and passengers with decreased mobility.
“Airlines must ensure proper conduct and behaviour of their employees towards the passengers,” the aviation sector regulator stated in the assertion.
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