Government Mandates Allocation of 60% of Flight Seats at No Charge to Passengers

Aviation Sector Update: New Directives to Enhance Passenger Experience

Key Highlights

• The Ministry of Civil Aviation has directed all airlines to reserve at least 60% of seats on every flight for free access to ensure fair access.
• The new directives aim to enhance transparency, reduce grievances, and uphold the highest standards of safety across the aviation ecosystem.

New Guidelines

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• Passengers traveling on the same Passenger Name Record (PNR) will be seated together, preferably in adjacent seats.
• Airlines will facilitate the carriage of sports equipment, musical instruments, and pets in a transparent and passenger-friendly manner, subject to applicable safety and operational regulations.
• Airlines must adhere to the passenger rights framework, particularly in cases of delays, cancellations, and denied boarding.
• Airlines will display passenger rights prominently across their websites, mobile applications, booking platforms, and airport counters.
• Clear communication of passenger entitlements in regional languages will be ensured to facilitate wider accessibility and awareness.

Industry Developments

• India has emerged as the third-largest domestic aviation market globally, with air travel becoming increasingly accessible and inclusive under the UDAN scheme.
• Indian airports currently handle over 500,000 passengers daily, reflecting the rapid growth of the sector.
• The Directorate General of Civil Aviation (DGCA) has revised airline ticket refund norms, allowing passengers to cancel or modify bookings without extra charges within 48 hours, subject to certain conditions.
• The DGCA has also clarified that airlines should not charge for correcting a passenger's name if the error is reported within 24 hours of booking made directly through the airline's website.
• Airlines are required to process refunds within 14 working days for tickets booked via travel agents or online portals.