Guwahati: The Directorate General of Civil Aviation (DGCA) fined Tata group-owned Air India Rs. 10 lakhs on Tuesday for rejecting boarding to passengers with valid tickets and then failing to provide them with statutory compensation.
The DGCA in a statement said, ” …after going through AI submissions, as part of enforcement action, the competent authority has levied a penalty of Rs. 10 Lacs. In addition, the Airline has been advised to immediately put the systems in place to resolve the issue – failing which further action shall be taken by DGCA.”
According to the DGCA, there were particular instances, in the case of Air India, where the regulation was not being followed following a series of checks and during surveillance at Bengaluru, Hyderabad, and Delhi. As a result, a show-cause notice was sent to the airline, as well as a personal hearing.
“It appears that the Airline does not have a policy in this regard and is not paying any compensation to hapless passengers, whose numbers can be anybody’s guess. To say the least, it is a matter of serious concern and unacceptable,” the statement said.
The aviation regulator also established rules for airlines to follow in the event that a customer with a valid ticket and who arrived on time is denied boarding. The following are the details:
No compensation is due if an airline is able to arrange an alternate flight for the passenger within an hour. However, if the airline is able to create an alternate arrangement within the next 24 hours, the carrier is required to provide a compensation of up to Rs 10,000. Compensation of up to Rs 20,000 is set aside for anything that lasts more than 24 hours.
“Our requirements on the issue are in line with FAA and EASA standards, and equivalent procedures are followed globally to ensure proper respect for passenger rights,” it said.