New Flight Delay Guidelines: Airlines Must Prioritize Passenger Comfort

In response to recent incidents involving flight delays and passengers disembarking on the apron, the Ministry of Civil Aviation (MoCA) has issued new directives to airlines operating in India. These directives aim to minimize passenger inconvenience and ensure safety and security during flight disruptions.

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No Remote Bay Parking or Apron Disembarkation

To address the issue of long flight delays, MoCA has instructed airlines to avoid parking their aircraft in remote bays and not allow passengers to disembark at the apron. Instead, airlines must park their aircraft on contact stands so that passengers can be shifted to the terminal building for disembarkation if necessary.

Penalties for Non-Compliance

The Ministry has emphasized that under no circumstances should airlines park their aircraft on remote bays or allow passengers to disembark at the apron in case of flight delays or diversions. Failure to comply with these directives will result in penalties, as demonstrated by the recent incident at the Mumbai airport where IndiGo and Mumbai airport operator MIAL were penalized for allowing passengers to have food on the tarmac.

Safety and Security of Passengers

Civil Aviation Minister Jyotiraditya Scindia stressed that the safety and security of citizens are of utmost importance for the government. He stated that incidents like passengers having food on the tarmac are unacceptable and that penalties have been imposed accordingly.

Measures to Minimize Inconvenience

To minimize inconvenience to passengers due to fog-related flight disruptions, authorities have taken various steps, including setting up war rooms at six metro airports to address issues promptly. These war rooms are manned by top managers authorized to make quick decisions on all aspects, including passenger complaints. The Ministry monitors the situations and complaints handled in these emergency control rooms on a daily basis.

Continuous Monitoring and Communication

The Ministry and aviation regulator DGCA continuously monitor the status of flight delays, cancellations, and diversions thrice daily at all six metro airports. Additionally, DGCA has instructed airlines to appropriately sensitize their staff at airports to communicate effectively with passengers and inform them about flight delays. Airlines are also advised to cancel flights sufficiently in advance if they anticipate delays or consequential delays exceeding three hours to avoid airport congestion and passenger inconvenience.

The new directives issued by MoCA aim to enhance passenger safety and convenience during flight disruptions. By prohibiting remote bay parking and apron disembarkation, airlines are expected to ensure that passengers are accommodated in the terminal building, minimizing inconvenience and potential safety risks. The Ministry's focus on continuous monitoring and effective communication demonstrates its commitment to addressing passenger concerns and ensuring a seamless air travel experience.