On Thursday, DGCA's (Directorate General of Civil Aviation) director general Arun Kumar held a meeting with appellate authority officials and nodal officers of all scheduled domestic airlines to discuss passenger grievance redressal systems.
Following the discussions, the airlines were asked to follow some measures to empower air passengers and make their travel a more convenient experience.
Talking to Economic Times anonymously, a senior DGCA official said that airlines were asked to address social media complaints, send periodic messages to passengers updating them on delays and cancellations and ensure that refunds are made on time.
The airlines had also been asked to co-ordinate with travel agents to resolve issues with tickets booked by travel agents.
Special services are to be provided to senior citizens and food and water has to be made available to passengers in events of flight delays and cancellations.
DCGA will be monitoring the new resolution mechanism that it has prescribed and would take strict action on any laxity.
If passengers are not satisfied by the resolutions by the airline for their complaints, they can approach the DGCA. They also have the option to file complaints on Airsewa portal and mobile app.