The Directorate General of Civil Aviation (DGCA) has instructed all Indian airlines to actively inform passengers about their rights and passenger-centric regulations.
According to the DGCA’s directive, airlines must share the online link of the passenger charter available on the Ministry of Civil Aviation’s website via SMS or WhatsApp when a ticket is booked.
As per the directive, the information should be prominently displayed on airline tickets and websites to ensure passengers are aware of their rights.
DGCA chief Faiz Ahmed Kidwai emphasized the importance of informing passengers about their entitlements in cases of service deficiencies, flight delays (due to airline-controlled factors), cancellations, denied boarding, and baggage issues.
“All airlines must actively communicate passenger-centric regulations and rights,” a DGCA official
“Airlines are required to send an online link to the passenger charter—available on the aviation ministry’s website—via SMS or WhatsApp after ticket booking. This link should also be included on tickets and airline websites. Just as passengers have responsibilities while traveling, they should also be aware of their rights,” he said.
The DGCA issued this directive on March 7, requiring airlines to implement it by March 27, 2025.
IndiGo has reportedly assured the regulator that it will implement this directive by March 25.
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SpiceJet has already made the necessary updates, while other airlines are in the process of modifying their systems to enhance communication regarding passenger rights, including flight delays, cancellations, denied boarding, and baggage issues.
Several airlines have confirmed that they will comply with the guidelines as soon as possible.
