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After the closure of Pakistan airspace for Indian carriers, the Directorate General of Civil Aviation (DGCA) on Saturday issued a set of advisory guidelines to airlines to ensure effective passenger handling.
A copy of the guidelines accessed by ANI states, "Due to recent developments involving international airspace closures and overflight restrictions, airline operations have been impacted by the significant rerouting of international and regional flights." "Increased block times compared to scheduled durations. Possibility of technical halts enroute for operational or fuel requirements." "In light of the above, all airline operators are directed to implement the following passenger-handling measures to ensure transparency, compliance, and passenger welfare that include pre-flight passenger communication. Airlines shall ensure that all passengers are proactively informed about the change in routing due to airspace restrictions. Revised total expected travel time (departure to arrival). The possibility of a technical stop at an intermediate airport." "Clarify that the stop is operational in nature. Passengers will generally remain onboard during such stops. This information must be communicated at check-in, boarding gates, and, where feasible, through SMS/email alerts," it reads. Airlines must ensure that catering uplift is revised based on the actual expected block time, including technical halt. This includes adequate meals and beverages for the full duration. Additional hydration and dry snacks. Special meals as per manifest requests. Operators shall ensure medical kits and first-aid resources onboard are sufficient for extended operations. Validate that alternate or technical halt airports have emergency medical support and ground ambulance availability, if required. Brief cabin crew on managing passenger fatigue, discomfort, or medical incidents. The operators shall prepare customer service and support readiness, including briefing the call centre and reservations teams on likely delays and schedule disruptions. Establish processes for managing missed onward connections and delay-related assistance. Prepare for compensatory action in case of delays beyond thresholds. For Intra-Departmental coordination, operators must ensure seamless coordination between the flight dispatch, Commercial, and Customer Support teams, as well as Ground handling and airport operations, Inflight service providers, and Medical vendors at designated alternates. (ANI)
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