New rules to make airlines liable for delays, offloading
17 Nov 2009
New Delhi: With heavy overbooking the norm with airlines, rather than the exception, civil aviation authorities are now making a belated move to provide some security to hapless passengers who are frequently offloaded for no fault of their own. Airlines will now have to compensate passengers fully, or adequately, for a range of defaults.
New rules from the Directorate General of Civil Aviation will ensure that airlines will face cash penalties should they decide to dump passengers in case of overbooking. According to government sources, airlines will first have to seek volunteers in case of overbooking and offer them alternate flights.
Should any passenger not be allowed to board in case of overbooking, then the airline will have to offer compensation up to Rs4,000, apart from an option for a full refund or an alternate flight. Passengers who opt for another flight will be eligible for half the compensation.
Under new rules, for any flight delayed by up to five hours, it shall be mandatory for airlines – both full service as well as low fare - to provide refreshments to passengers. Beyond five hours, passengers can exercise the option for a full refund or alternate flight.
Airlines will also have to offer overnight hotel accommodation, if required, in case passengers are left stranded in case of cancellations.
However, airlines will not be liable for penalties in case of "extraordinary circumstances," such as bad weather, security reasons or staff on strike.
Aviation officials say that given adverse industry circumstances, airlines had been provided a lot of leeway but the focus has now shifted back to safety and rights of passengers.
