With international flight routes disrupted, India’s aviation regulator calls for improved communication, inflight support, and customer care to ensure passenger welfare.
New Delhi [India], April 26:
In response to the closure of Pakistani airspace to Indian carriers, the Directorate General of Civil Aviation (DGCA) has issued a comprehensive advisory to airlines, emphasizing transparent communication and enhanced passenger care amid international flight rerouting.
According to the advisory, the DGCA noted that recent international airspace closures and overflight restrictions have significantly impacted airline operations, leading to extended travel times and possible technical halts during certain international and regional routes.
The regulator has directed all airlines to implement robust passenger-handling protocols, including proactive communication regarding revised routes, estimated total travel time, and details of any planned technical stops. Passengers must be informed at check-in, boarding gates, and—where possible—through SMS and email notifications.
“Operators must clarify that technical halts are operational in nature, with passengers usually remaining onboard during these stops,” the advisory stated.
The DGCA also called on airlines to update catering provisions based on actual block time, ensuring sufficient food, hydration, and special meals for longer journeys. Medical preparedness was another key focus, with the advisory urging airlines to stock additional first-aid resources and ensure emergency medical support is available at designated stopover airports.
Cabin crew are to be briefed on managing passenger fatigue, discomfort, and any inflight medical incidents, particularly during extended operations.
To manage delays and disruptions effectively, the DGCA directed airlines to strengthen customer service readiness, including preparing call centers and reservation staff for potential delays and missed connections. Airlines were also urged to put in place compensation protocols for delays beyond acceptable thresholds.
The advisory concluded with a directive for seamless intra-departmental coordination across flight dispatch, commercial, inflight services, customer support, and ground handling teams.
The move comes as Indian carriers navigate complex new flight paths and operational challenges following the geopolitical development, aiming to ensure that passenger convenience and safety remain top priorities.