In a major passenger-first move, the Directorate General of Civil Aviation (DGCA), under the Ministry of Civil Aviation, has introduced new guidelines aimed at improving comfort, transparency and overall travel experience for air passengers across India.
Under the revised norms, airlines will now be required to keep at least 60% of seats free of additional charges, ensuring fair and equitable access for travellers. The rules also mandate that passengers booked under the same PNR (Passenger Name Record) be seated together, preferably in adjacent seats — a move that will particularly benefit families and group travellers.
The DGCA has also directed airlines to adopt clearer and more transparent policies for baggage, including the carriage of sports equipment and musical instruments, while maintaining safety protocols. Additionally, airlines must publish detailed and passenger-friendly guidelines for travelling with pets.
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A key highlight of the new framework is the emphasis on awareness. Airlines are now required to prominently display passenger rights across their websites, mobile apps, booking platforms, and airport counters. To improve accessibility, these rights must also be communicated in regional languages.
The ministry said the updated rules will strengthen compliance with passenger rights, especially in situations involving delays, cancellations, or denied boarding. The move is expected to reduce grievances and bring more consistency in airline operations.
India’s aviation sector has been witnessing rapid growth, emerging as one of the world’s largest domestic markets, with over five lakh passengers travelling daily. The government has been simultaneously rolling out passenger-friendly initiatives such as affordable food options at UDAN Yatri cafés, “Flybrary” book-sharing facilities, and free Wi-Fi at airports.
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