“In view of the rapid expansion of air services within India and on international routes to/from India and with the increase in passenger traffic volume, it has been observed that sometimes airlines curtail passengers. For example a passenger who has booked his ticket in first class, business class or premium economy but is downgraded at check-in due to various reasons like non-standard seat, flight change, or overbooking,” said Kumar.
For such situations, the DGCA is in the process of revising its Civil Aviation Requirements (Rules) to downgrade the facilities provided by airlines to passengers due to denied boarding, flight cancellations and flight delays “to protect the rights of air passengers affected by it”. “
“As a result of the amendment passengers, who are involuntarily downgraded from the booked class, will get the full price of the ticket including tax as refund from the airline and the airline will carry the passenger to the next available class free of charge. However, the proposal will go through stakeholder consultation and the final regulation will be published and applicable later,” said Kumar.
The DGCA had this June asked a leading full-service carrier to avoid immediate sales of business class seats after it found that a significant number of people who had purchased tickets for that cabin at check-in were downgraded to economy. The problem, at this airline, was caused by an old fleet with poorly maintained seats. The regulator investigated the matter after receiving complaints from passengers.
“In the recent past, several business class passengers were downgraded to economy due to unserviceable seats. The DGCA took note of this and conducted an investigation. We (airlines) caution against booking more business class passengers than serviceable seats. Any violation will invite enforcement action,” DGCA sources said in June. With the proposed upcoming rules, the DGCA seems to be taking the measures promised in June.
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