Amid Airspace Limitations, DGCA Releases Advisory on Airline Passenger Protocols
Following the closure of Pakistani airspace to Indian carriers, the Directorate General of Civil Aviation (DGCA) issued an advisory on Saturday, outlining key guidelines for airlines to manage passengers effectively during the resulting disruptions.
According to the advisory document accessed by ANI, “Due to recent developments involving international airspace closures and overflight restrictions, airline operations have been impacted by the significant rerouting of international and regional flights.” These changes are expected to lead to “increased block times compared to scheduled durations” and the “possibility of technical halts enroute for operational or fuel requirements.”
To ensure smooth passenger handling, the DGCA has instructed all airline operators to follow specific measures focusing on transparency, compliance, and overall passenger well-being. Airlines are directed to enhance their pre-flight communication with travelers, ensuring that passengers are “proactively informed about the change in routing due to airspace restrictions,” including the “revised total expected travel time (departure to arrival)” and any “possibility of a technical stop at an intermediate airport.”
The guidelines emphasize that airlines must “clarify that the stop is operational in nature. Passengers will generally remain onboard during such stops. This information must be communicated at check-in, boarding gates, and, where feasible, through SMS/email alerts.”
Catering services are also expected to align with the revised block time, accounting for the full journey duration, including technical stops. Airlines are required to provide “adequate meals and beverages for the full duration. Additional hydration and dry snacks. Special meals as per manifest requests.”
Health and safety preparedness is another critical aspect of the advisory. Operators are instructed to ensure that “medical kits and first-aid resources onboard are sufficient for extended operations,” and to “validate that alternate or technical halt airports have emergency medical support and ground ambulance availability, if required.” Crew members should be trained to handle “passenger fatigue, discomfort, or medical incidents.”
In terms of customer service readiness, the DGCA has asked airlines to prepare their support systems by “briefing the call center and reservations teams on likely delays and schedule disruptions,” setting up processes to handle missed connections, and planning for appropriate compensation in cases of delays that exceed set thresholds.
Additionally, the advisory calls for smooth coordination across departments, instructing operators to ensure effective collaboration between “flight dispatch, Commercial, and Customer Support teams, as well as Ground handling and airport operations, Inflight service providers, and Medical vendors at designated alternates.”
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