Improve customer response system to help passengers: Regulator to airlines

In a move to empower passengers, the Directorate General of Civil Aviation (DGCA) on Friday said that they have asked the airlines to ensure resolution of passenger complaints on social media and also keep passengers updated on delays and cancellations at all times along with ensuring that the refunds are processed in-time.

“The airlines will have to send periodic messages to passengers and keep them updated on delays and cancellations and ensure timely refund to passengers. The airlines have also been asked to coordinate with and control travel agents to resolve issues with respect to tickets booked by travel agents,” Amit Gupta, director at DGCA wrote in a note to airline managements. Business Standard reviewed a copy of the note.