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Resolve complaints on social media; update and refund: DGCA

Airlines have also been asked to provide special facilities to senior citizens and make food and water available to passengers in case of flight delays and cancellations.

ET Bureau|
Oct 12, 2019, 07.12 AM IST
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The regulator is also set to monitor the new resolution mechanism prescribed and any laxity would attract strict action.
New Delhi: India's aviation regulator has asked airlines to resolve passenger complaints on social media, provide updates on delays and cancellations at all times and ensure that refunds are processed in time – moves aimed at empowering flyers with more rights.

Airlines have also been asked to provide special facilities to senior citizens and make food and water available to passengers in case of flight delays and cancellations, the Directorate General of Civil Aviation (DGCA) said on Friday. "Airlines will have to send periodic messages to passengers and ensure timely refunds to passengers," a senior DGCA official said, asking not to be identified. The regulator also decided that travel agents must share the contact details of passengers with airlines so that flyers can be updated on delays and cancellation.

These passenger grievance redressal norms were discussed and finalised at a meeting convened by DGCA chief Arun Kumar on Thursday, ahead of winter, when fog delays flights, especially in north India. Passengers unhappy with an airline’s handling of complaints can approach the DGCA for satisfactory resolution. The regulator is also set to monitor the new resolution mechanism prescribed and any laxity would attract strict action, said DGCA sources.

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