Air travellers can soon expect some improvement in facilities at major Indian airports, with aviation regulator DGCA bringing in a new rule fixing norms to mitigate passenger inconveniences, including creation of an effective mechanism to address grievances.
Free provision of automated buggies to transport senior citizens, expectant mothers and specially-abled passengers and small trolleys to carry hand baggage to the boarding gates, are among a few facilities listed in the new Air Transport Circular brought out by the DGCA.
These and other issues have been detailed in the new Air Transport Circular issued by the aviation regulator.
With the expansion of airports, distances between check- in counters, the security hold area and boarding gates have grown substantially, requiring the passengers to lug their baggages long distances.
Under the rule, the ground-handling staff of airlines and airport operators, who have to interface with the passengers, would also have to undergo periodic soft-skill training for courtesy, behaviour, sensitisation and procedures to assist the fliers.
The airlines and airport operators would also have to report to the DGCA on a monthly basis, the passenger complaints and any incident of misdemeanour, discourteous behaviour and harassment, along with the action taken by them.
DGCA would ensure compliance of these guidelines through periodic surveillance and penal action could be taken against airlines and airport operators if the provisions of the circular were not adhered to.
