The North News
New Delhi, April 26
The Directorate General of Civil Aviation (DGCA) has directed airlines to immediately enhance passenger support services after recent international airspace closures forced major changes to flight routes, causing longer travel times and the need for technical stops. In a directive issued on Saturday, the Directorate General of Civil Aviation (DGCA) said carriers must ensure transparent communication with passengers, expanded in-flight services, and improved medical readiness as flights are rerouted to avoid restricted airspace.
The airlines have been told to proactively inform travellers at check-in and boarding and through digital updates about any route changes, extended journey durations, or technical halts. In-flight catering must be adjusted to match the new block times, with sufficient food, hydration, and special meals available throughout the journey, the DGCA said.
Carriers are also required to verify onboard medical supplies and confirm that emergency services are accessible at any technical stop airports. Customer service teams and call centres must be prepared to handle potential delays, missed connections, and to offer assistance or compensation according to civil aviation regulations.
The DGCA stressed that operational coordination across flight operations, ground handling, customer service, in-flight services, and medical support is essential to minimise disruptions and maintain passenger safety and comfort. The regulator warned that non-compliance with these mandatory measures could invite regulatory action under the Civil Aviation Requirements (CAR). The directive takes immediate effect and will remain in place until further notice.
