(a) the number of cities in the country where the Government
proposes to start air services in the financial year 2012-13
alongwith the details thereof;
(b) whether air passengers have to face many difficulties in
the cities from which flights are operated;
(c) if so, the details of the said difficulties received
through complaint books; and
(d) the arrangement made by the Government to address the
said difficulties alongwith the details thereof?
MINISTER OF CIVIL AVIATION (SHRI AJIT SINGH)
(a): Operations in domestic sector have been deregulated
and flights are being operated by concerned airlines on the
basis of commercial viability subject to adherence of Route
Dispersal Guidelines. Government has laid down Route
Dispersal Guidelines with a view to achieving better
regulation of air transport services taking into account the
need for air transport services of different regions of the
country including North-East region. It is, however, up to
the airlines to provide air services to specific places
depending upon the traffic demand and commercial viability
while complying with Route Dispersal Guidelines.
(b)to(d): Carriage by air is a contractual matter between
the passenger and carrier. The complaints are filed with the
airlines by the passenger. However, some passengers choose
to take up the matter with Directorate General of Civil
Aviation (DGCA) also for redressal. Such complaints are
taken up with the concerned airlines for redressal.
Passenger facilitation is a priority area for the
Government. Government always take cognizance if any
inconvenience/difficulties are faced by passengers and
policy directives are issued to address the same. This is an
ongoing process.
The Government has issued the following Civil Aviation
Requirements (CAR) for passenger facilitation.
(i) CAR, Section, 3 – AIR TRANSPORT SERIES ‘M’PART I
ISSUE 2, DATED 1st May 2008 :- Carriage by Air of Persons
with Disability and/ or Persons with Reduced Mobility.
(ii) CAR, SECTION 3 – AIR TRANSPORT SERIES ‘M’, PART II
ISSUE I, DATED 22 May, 2008 :- Refund of Airline Tickets to
Pass
(iii) engers of Public Transport Undertakings.
(iii) CAR, SECTION 3 – AIR TRANSPORT SERIES ‘M’ PART IV
ISSUE I, DATED 6TH AUGUST, 2010 :- Facilities to be provided
to passengers by airlines due to denied boarding,
cancellation of flights and delays in flights.
(iv) CAR, SECTION 3 – AIR TRANSPORT SERIES ‘M’ PART III ,
DATED 31 JULY, 2010 :- Computer Reservation System
(CRS)/Global Distribution System (GDS)
(v) The flight information to the passengers is provided
through Flight Information Display System (FIDS). Regular
announcements are made regarding delay or disruption or
cancellation of flights and Flight Information Display
System are also kept updated accordingly. Passengers of such
flight are not denied entry inside the Terminal Building.
Restaurant and snack bar are available and in case of
prolonged delay, airlines provide meals and accommodation
also to the passengers. Airlines staff is always available
there to provide proper information and assistance to the
passenger.