The Ministry of Transport Has Asked Airlines to Be Fair to Passengers in the Event of Flight Delays or Cancellations

The Union Ministry of Civil Aviation has advised airlines and operators to do right by customers despite flight cancellations and delays caused by fog and other operational problems.

The new year has witnessed a rise in air travel, particularly by families traveling for the holidays, although the ministry has received multiple complaints about aircraft delays and cancellations.

“A senior aviation ministry official has advised all airlines and operators to do justice to passengers in the event of sudden flight cancellations and further delays. The DGCA is also keeping an eye on passenger complaints,” a ministry official told ANI.

In a meeting with top authorities and airlines, including operator representatives, aviation minister Jyotiraditya Scindia personally requested that operators fully adhere to the Civil Aviation Requirements (CAR) in terms of flight cancellations, delays, and refund procedures.

The government established rules for compensating aviation travelers for aircraft cancellations and delays in December.

In the event of a cancellation, airlines must either give an alternative flight or compensation in addition to a full refund of air tickets. Furthermore, while waiting for the alternative flight, the airline should serve meals and drinks to passengers who have already reported for their original flight at the airport.

Depending on the total flight delay, the airline is expected to give meals and drinks, an alternative flight or a complete refund of the ticket to the customer, or hotel accommodation (including transfers).

However, airlines are not required to reimburse if the cancellation and delay are caused by a force majeure event–extraordinary circumstances beyond the airline’s control.

In the event of a flight interruption, facilities to be provided to affected passengers are already accessible in the public domain in the form of a Passenger Charter published on the ministry’s website, the DGCA website, and the corresponding airline’s website. (ANI)

In 2023, the Indian aviation industry enjoyed a very smooth ride, but with occasional turbulence. The year saw record aircraft orders from major players such as IndiGo and Air India, but it also saw the grounding of the Wadia group-backed GoFirst due to engine problems, similar technical concerns at IndiGo, financial and legal challenges at SpiceJet, and pilot-related issues at the nascent Akasa Air.

2023 was also a watershed moment for Tata Sons-owned carriers Air India and Vistara. Air India underwent a significant overhaul, introducing a new corporate identity and replacing the classic Maharaja emblem. This modification was part of a larger upgrade, highlighted by an order for 470 aircraft from Airbus and Boeing. In addition, the competition watchdog authorized the merger of Air India and Vistara, paving the way for India to have a major full-service airline.