Capt. Mohan Ranganathan, an aviation expert, said, “Passengers are used to a low fare and the fares have increased. If there are delays and cancellations, the refund rules are loaded towards the airlines and not to the passenger’s benefit. All the rules that the ministry and DGCA have formed have several grey areas, the airlines can use and deny repayments or refunds, resulting in an increased amount of tension and conflicts between airlines and passengers. The staff has also become rude off late in some of the airlines.

He added on how the airlines are obligated to make sure of the passenger’s interests, stating, “The airline industry is customer oriented but of late it is becoming more like the passenger has no options. Another very important thing is that once a boarding pass is issued to a passenger, it is a contract between the passenger and the airline, wherein it is the airline’s responsibility. In cases of delays and cancellations, the airlines have to take care of all the expenses like arranging for an alternate flight in cases of cancellations and deboarding, along with providing refreshments to the passengers. In such conditions, the regulator is playing into the hands of the airlines The CAR (Civil Aviation Requirements) has never been enforced in any such cases. Airlines are the ones controlling the DGCA, which is why 
no stringent action has been taken.”

Poll

Who will win the Punjab Elections?

BJP 32.76%

AAP 43.10%

INC 24.14%

Submit

View All In Poll

2.27l
No of passengers affected in March 2024

Complaints lodged with DGCA in March 2024

1. Alliance Air      59
2.AIX connect     9
3. Air India     222
4. Akasa Air     25
5. Indigo     106
6. SpiceJet     262
7. Vistara     3
8. Fly Big     3
9. Indonesia Air      27
10. Star Air     12
11. Fly91      2