PANAJI
The Directorate General of Civil Aviation (DGCA) has directed airlines to ensure that 60% of seats are available for free, that families on the same PNR are seated together, and that clear policies are in place for pets and special baggage. The DGCA has also instructed airlines to adhere to passenger rights strictly, prominently display them, and communicate entitlements in regional languages to enhance transparency.
The DGCA’s move comes in response to repeated concerns raised by customers, particularly on social media, regarding hidden charges and lack of clarity in airline policies.
Currently, airlines charge passengers based on seat location, with window and aisle seats, as well as those offering extra legroom, attracting higher fees. Only a limited number of seats—typically middle seats towards the rear—are available without additional charges. This pricing model has been a frequent source of complaints, with passengers often questioning the fairness of paying extra for seat selection.
In addition to seat pricing, the regulator has emphasised the need for airlines to strictly adhere to passenger rights in cases of delays, cancellations, and denied boarding. Airlines have been directed to prominently display these rights across their websites, mobile applications, booking platforms, and airport counters.
The DGCA has also asked airlines to establish clear and transparent policies for the carriage of special items such as sports equipment, musical instruments, and pets. This step aims to address frequent passenger grievances over inconsistent rules and high charges.
Airlines have been instructed to ensure that such policies align with safety and operational requirements while remaining easy for passengers to understand. Additionally, carriers are required to communicate passenger rights and entitlements in regional languages to improve accessibility.
The Civil Aviation Ministry reiterated that passenger facilitation remains its top priority.
