DGCA’s communiqué to airlines on Friday will ensure flight updates, refunds, redressal arrive fasterThe regulator also said that airlines must give all necessary assistance to the passengers for their connecting flights
New Delhi: The Directorate General of Civil Aviation (DGCA) has asked airlines to address social media complaints, ensure timely refunds and text-message passengers periodically about delays and gate changes, an official at the aviation regulator said Friday.
They were among measures to empower passengers that figured in a meeting DGCA director general Arun Kumar had on Thursday with appellate authority officials and nodal officers of all scheduled domestic airlines to discuss passenger grievance redressal systems.
“Prompt redressal of passenger complaints is the top-most priority and must be attended to as per the relevant provisions of the Civil Aviation Requirements (CARs),” the official said on condition of anonymity.
Airlines have been asked to keep passengers informed through text messages every half-an-hour whenever flights are delayed beyond 30 minutes or if the boarding gate is changed, the official said.