The Ministry of Civil Aviation (MoCA) has introduced a series of passenger-centric measures aimed at improving convenience, transparency and accessibility across India’s rapidly expanding aviation sector.
New DGCA guidelines for airlines
To ensure uniform practices across airlines, the ministry, through the Directorate General of Civil Aviation (DGCA), has issued fresh directives focusing on passenger rights and transparency.
Key measures include: at least 60% of seats on flights to be allocated free of charge, ensuring fair access; passengers travelling on the same booking (PNR) to be seated together, preferably in adjacent seats; transparent policies for carrying sports equipment, musical instruments and pets; and strict adherence to passenger rights, especially in cases of delays, cancellations and denied boarding.
The Ministry said India has emerged as the third-largest domestic aviation market globally, with airports now handling over five lakh passengers daily, reflecting the growing reach of air travel under initiatives such as the UDAN Scheme.
Focus on passenger convenience
As part of its efforts to enhance ease of travel, the ministry has already launched several initiatives at airports, including UDAN Yatri Cafes offering affordable food options; Flybrary facilities providing free access to books; and free Wi-Fi services at airports.
These initiatives are designed to make air travel more inclusive and passenger-friendly.
Greater transparency and awareness
Airlines have also been directed to prominently display passenger rights across their websites, mobile applications, booking platforms and airport counters.
In addition, the ministry has emphasised the need for clear communication in regional languages, enabling wider awareness of passenger entitlements.
Strengthening the aviation ecosystem
The Ministry said the measures are part of a broader effort to reduce grievances, improve service standards and ensure safety across the aviation ecosystem.
With passenger numbers continuing to rise, the MoCA aims to build a more efficient, transparent and passenger-friendly aviation network in the country.
