Aviation ministry lists initiatives to offer passenger-friendly services

All airlines asked to ensure facilities to senior citizens, expectant mothers and passengers with disabilities

The ministry of civil aviation has identified areas including the provision of automated buggies to senior citizens and disabled persons at airports, setting up of security help desks at all operational airports, simplifying procedures at Air India for quicker disposal of refunds and lost baggage claims to make services more friendly for passengers.

All airlines and airport operators have been asked to ensure certain facilities to the passengers particularly senior citizens, expectant mothers and passengers with disabilities such as provision of automated buggies and small hand baggage trolleys free of charge for their use. The ministry also decided to set up CISF/ Security Help Desks at all the operational airports of the country.

"These are meant to give better comfort level to the passengers and make the system more responsive to the needs of the citizens", the ministry said in a statement.

National carrier Air India has, in the meantime, been asked to simplify the forms for web booking and evolve a procedure for quicker disposal of refund and loss baggage claims. Additionally, operators of the Shri Amarnath Ji Yatra helicopter services have been asked to provide basic minimum facility like drinking water, tea/ coffee and packed snacks free of charge to the pilgrims at the helipads starting June 28.

To address public grievances, Airports Authority of India would start a QR code based mobile application which shall be made available initially at 20 airports within three months and will be extended to all remaining airports by March 31 next year.

To ensure transparency about the services offered to public, the Directorate General Civil Aviation has been asked to bring out a Standards of Services Document enlisting the services/ transactions offered to the public, work involved in the various processes, rules/ regulations, fee charges for various services and the time-lines for completion of these activities.

The DGCA has also been asked to create "Passenger Know Your Rights" portal on its web-site, informing public about travel related issues and advisories, availability of special assistance and facilities to be provided by airlines/ airport operators etc. The portal shall also provide links to relevant sites and lodging of complaints for redressal. The regulator will observe Janmitra Diwas every Friday from 2 to 5 pm when any member of public can approach DGCA officials without prior appointment.

Besides, dedicated windows will be created to receive applications/ forms and to respond to any query related to Pilot's Licensing, Flight Standard Directorates, Air Transport and the issues related to Airworthiness Directorate in DGCA.