Question : FACILITIES SERVICES TO AIR PASSENGERS

(a) the details of the norms laid down and actual facilities/services provided to passengers by the public and private airlines;

(b) whether instances of deficient services and lack of facilities by various airlines have been reported during the last three years and the current year;

(e) if so, the nature and details of such complaints received during the said period, airline-wise;

(d) the action taken by the Government against such erring companies; and

(e) the mechanism put in place by the Government to redress the grievances of the air passengers?

Minister of CIVIL AVI ATION (Shri Ashok Gajapathi Raju Pusapati)

(a) to (e) A statement is laid on the table of the House.

Statement to be laid on the table of the House in respect of Starred Question no. 89 regarding `facilities/services to air passengers ` to be answered on 2.3.20 IS.

(a) Directorate General of Civil Aviation (DGCA) has issued following Civil Aviation Requirements (CAR)/Air Transport Circular on passenger facilitation.

(i) CAR, Section 3, Series M, Part IV on Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delays in flights.

(ii) CAR, Section 3, Series M, Part -1 issued on Carriage by Air of Persons with Disability and/ or Persons with Reduced Mobility,
(iii) Air Transport Circular 01 of 2014 on Facilities /courtesies to esteemed traveling public at airports.These are available on public domain on website http://dgca.nic.in.

(b) & (c) Airline-wise details of complaints along with nature of complaint as received from schedule domestic airlines for the year 2012, 2013 & 2014 & 2015 (Up to January) are placed at Annexure-1, Annexure-2, Annexure-3 & Annexure-4.

(d) In case of non-redressal of the matter within stipulated time frame, the complainant has option to take up the matter with DGCA at [email protected] or with any other statutory body set up under relevant applicable laws for resolution. DGCA. takes up the matter for redressal of grievance by airlines.

(e) To redress the passengers grievances, all scheduled airline are required to appoint a Nodal officer and Appellate Authority to settle passenger grievances in a stipulated time frame as per CAR Section 3, Series M, Part IV. All airlines have displayed the contact details of their Nodal Officer & Appellate Authority and mechanism of grievance redressal on their respective website.