The Directorate General of Civil Aviation (DGCA) has mandated all airlines to actively inform passengers about their rights and passenger-centric regulations. The directive, issued on March 7, requires airlines to implement the new measures by March 27, 2025.
Under the directive, airlines must share an online link to the passenger charter, which is available on the Ministry of Civil Aviation’s website. This link should be sent via SMS or WhatsApp at the time of ticket booking. Additionally, the information must be prominently displayed on airline tickets and websites to ensure passengers are aware of their entitlements.
SpiceJet has already updated its systems to comply with the directive, while other airlines are in the process of making the necessary modifications. These updates aim to enhance passenger communication regarding key issues such as flight delays, cancellations, denied boarding, and baggage concerns. Several airlines have confirmed that they will adhere to the new guidelines as soon as possible.
IndiGo has informed the DGCA that passengers booking tickets can access the passenger charter by clicking on the ‘Click Here’ link in the right-hand panel under the “Notes” section. This link redirects passengers to the DGCA’s official PDF document. Additionally, IndiGo has made the passenger charter available under the ‘Quick Links’ section on its website for easy access.
Meanwhile, tensions persist between the DGCA and Indian airlines, including Air India, IndiGo, and SpiceJet, over a separate directive that requires carriers to provide detailed airfare data from the past two years. Discussions on this issue are ongoing.