Aviation regulator DGCA on Wednesday announced fresh rules to be effective from August 1 to ensure prompt refunds of air ticket amounts to passengers in case of cancellation or non-utilisation of air-
Aviation regulator DGCA on Wednesday announced fresh rules to be effective from August 1 to ensure prompt refunds of air ticket amounts to passengers in case of cancellation or non-utilisation of air-tickets and a cap on cancellation charges levied by airlines, besides barring airlines from levying any additional charge to process the refunds. The DGCA also announced fresh rules to make air travel more comfortable for passengers with disabilities.
Civil aviation minister Ashok Gajapathi Raju tweeted, “The new cancellation regulations for fare refund shall become effective from August 1, 2016. Cancellation amount not to exceed basic fare plus fuel surcharge; all statutory levies and taxes to be refunded under all circumstances. Process of refund to be completed within 30 days even when booked through travel agents or online portals. Passenger to decide whether to get refund or hold amount in credit; holding in credit not to be default practice of airlines. Cancellation charges to be clearly displayed on every ticket. The policy to be prominently displayed on the website of the airline. No charges can now be levied by airlines for corrections in errors of names of the passengers.”
Aviation regulator DGCA on Wednesday ordered, “In case of purchase of ticket through travel agent/portal, onus of refund shall lie with the airlines as agents are their appointed representatives. The airlines shall ensure that the refund process is completed within 30 working days.”
“Under no circumstances, the airline shall levy cancellation charge more than the basic fare plus fuel surcharge. The airlines shall not levy any additional charge to process the refund. Foreign carriers operating to/from India shall refund the tickets in accordance with regulations of their country of origin. ... Airline shall also not levy any charge for correction in name of the same person, when error in his name spelling is pointed out by the passenger to the airline after booking of his ticket,” the DGCA added.
To make air-travel more comfortable for persons with disabilities, the DGCA ordered, “All airlines, airport operators, security, customs, and immigration bureau organisations at airport shall conduct training programme, as per the training module provided by ministry of social justice and empowerment, for all personnel engaged in passenger services for sensitisation and developing awareness for assisting persons with disability or reduced mobility and to ensure that they are well briefed about their responsibilities. Effectiveness of the provision for standardisation of such equipment will be from October 1, 2016.”
The DGCA further said, “Airport operators shall ensure that persons with disability or reduced mobility are transported within the airport in the same condition, comfort and safety as those available for other passengers. The airport operator should ensure that the assisting devices being used to assist a disabled passenger are as per the standards set by ministry of social justice and empowerment. Effectiveness of the provision for standardisation of such equipment will be from October 1, 2016.”
The DGCA said, “Airports where ambulift or aerobridge facility is not available, provision of towable ramp should be made. Effectiveness of the provision for standardisation of such equipment will be from October 1, 2016”, adding, “Airlines shall develop a procedure for making advance request of stretcher and the same should be displayed on airline’s website.”
