Excerpt from Business Standard Article, Published on Aug 29, 2024
The Directorate General of Civil Aviation (DGCA) has imposed a fine of Rs 10 lakh on Air India Express for non-compliance with essential passenger-centric regulations, marking a significant incident in the airline industry. This action was taken following a series of inspections conducted by the DGCA in June 2024, which aimed to ensure that airlines adhere to rules designed to protect passengers’ rights, particularly those with disabilities or reduced mobility.
The inspections revealed that Air India Express failed to comply with several critical regulations. These included providing adequate facilities to passengers affected by denied boarding, flight cancellations, and significant delays. Such non-compliance is a serious violation of the Charter of Passenger Rights, introduced by the Civil Aviation Ministry in August 2019, which mandates specific obligations for airlines regarding passenger compensation and care.
According to the DGCA, airlines are required to inform passengers of flight cancellations at least two weeks in advance. If the notice is given less than two weeks but more than 24 hours before departure, airlines must offer an alternative flight or a full refund. However, Air India Express was found lacking in meeting these standards, particularly in providing timely information and compensation to passengers.
For flights canceled with less than 24 hours’ notice, DGCA guidelines require compensation between Rs 5,000 and Rs 10,000. Additionally, airlines must provide free meals, refreshments, and, if necessary, transportation to another airport or terminal for delayed flights. Air India Express’s failure to fulfill these obligations led to the DGCA’s decision to levy the fine, highlighting the importance of stringent compliance with passenger rights regulations in the aviation industry.
