The Hindu Business Line : Gujarat asks airlines to improve operations, passenger service

Gandhinagar June 20 Gujarat has become, perhaps, the first State in the country seeking to make airline operators mend their ways and provide due facilities to consumers failing which the State Government would take up passengers' cases in the consumer forums and courts.

Rising dissatisfaction

The step is being taken in the wake of increasing incidents of passenger dissatisfaction despite increase in the airlines' numbers and business here.

Recently, passengers of an aircraft had staged a sit-in on the airport runway here when the plane's air-conditioner stopped mid-air after it took off from Delhi and the crew tried to prevent Mumbai-bound passengers, complaining excessive heat inside, from disembarking at Ahmedabad for fresh air.

The State Government has also asked officials of the state-owned Air India and Indian to take the lead and co-ordinate in this respect.

If an airline passenger approaches the State Government, it would take up the case in the appropriate consumer forum or court on his/her behalf.

A high-level meeting was held in this regard between officials of the airline operators and the State's Food and Civil Supplies and Consumer Affairs Department in Ahmedabad early this month, official sources told Business Line here today.

Representatives of GoAir, Singapore Airlines, Air India, Indian, SpiceJet, Air Deccan, Jet Airways and Kingfisher Airlines participated in the meeting, aimed at ensuring better consumer protection through coordination among the various airline operators, domestic and international.

Common guidelines

The State Government has also asked the different airline operators to come out with common guidelines containing frequently asked questions (FAQs) to bring about proper awareness among the travelling consumers.

The State Government has suggested that in the case of postponing a flight and availability of alternative flights, cancellation and other charges should not be levied.

In case of flight delay of one to more than three hours, the airlines should take due care of consumers by providing them food and accommodation.

The State Government has also advised the airlines, particularly international, to set up a counter or appoint a contact person whom travellers could inquire with about damaged or lost baggage.

In case of refunds, instead of a conditional credit note the amount must be reimbursed in cash.