Now, harried air travellers can lodge their complaint on any problem faced by them relating to flights or airport facilities directly to aviation regulator DGCA for speedy action.

With a growing number of complaints being received on a daily basis, a special cell called SUGAM has been set up within Directorate General of Civil Aviation (DGCA) to address the difficulties faced by the passengers.

The cell, headed by Joint Director General Lalit Gupta, has been tasked by DGCA chief Prabhat Kumar to first acknowledge the complaint electronically and direct the airline or airport operator concerned to address the issues “latest within a fortnight”, DGCA officials said.

The cell would also seek replies from airlines and airports on a monthly basis on the complaints made and take “suitable action” in case of non-compliance by them, they said.

A dedicated email id, ‘sugam@dgca.nic.in’, has been created in the DGCA website for the complaints to be lodged, they said.

The DGCA already has stringent rules to tackle flyers’ problems, including when flights are cancelled or inordinately delayed.

It is understood that work is also being undertaken to establish a separate mechanism to tackle corruption within DGCA itself.

Published on January 14, 2014