New DGCA directive makes it mandatory for airlines to serve refreshments, meals during flight delays

In an effort to prioritize "passenger convenience during unforeseen disruptions," the Directorate General of Civil Aviation (DGCA) ordered airlines on Nov 22 to offer passengers basic amenities like snacks or refreshments during flight delays.

The ministry of civil aviation, in an advisory shared on X, said, “In pursuance to Para 3.8.1(a) of CAR Section 3, Series M Part IV issued by DGCA, airlines have been advised to provide facilities to passengers during flight delays.”

“These measures are designed to prioritize passenger convenience during unforeseen disruptions. As per the advisory issued by the Directorate General of Civil Aviation (DGCA), airlines are to provide drinking water for delays of flights up to 2 hours, tea or coffee with snacks/refreshments for delays between 2 to 4 hours, and meals for delays exceeding 4 hours,” it added.

“These provisions aim to enhance passenger experience while addressing their basic needs during extended waiting times,” said the ministry.

The warning comes with delays in the nation's capital caused by fog-induced poor visibility.

More than 100 planes had delays and at least 15 flight diversions on Nov 18 due to bad weather.

K Rammohan Naidu, the minister of civil aviation, called a review meeting with fog preparedness stakeholders on Nov 20.

He advised airlines to proactively inform passengers of delays and ensure proper staffing at all check-in stations to minimize travel disruptions.

Additionally, if there is a significant delay after boarding, passengers may deplane at the airport departure gate in accordance with current procedures.

According to a release from the civil aviation ministry, efforts to address visibility-related issues this winter are going well, with notable progress being made in removing current obstacles.

Airlines are being urged to "proactively communicate with passengers about potential delays/cancellations due to visibility issues and to ensure that correct passenger contact information is recorded during ticket booking."

According to the press release, "If the delay exceeds three hours, the flight must be canceled."

By deploying CAT II/III-compliant aircraft and pilots at Delhi and other fog-prone airports, airlines showed their dedication to adhering to DGCA regulations and guaranteeing operations in poor visibility situations.

Three of the four runways at Delhi Airport, the busiest in the nation, are outfitted with CAT III Instrument Landing Systems (ILS), which allow aircraft to fly in low visibility. Pilots can also operate aircraft efficiently in such circumstances.

The BCAS circular states that in order to minimize annoyance, passengers who become stranded on an aircraft because of weather or technical difficulties will be permitted to re-enter and re-board with ease. This protocol is being implemented through a drill with relevant stakeholders.

Facilitating travel for passengers during aircraft cancellations and delays is of utmost importance. To minimize inconvenience, airlines have been instructed to make sure all check-in counters are staffed.

In order to provide real-time visibility updates, Delhi International Airport Ltd. (DIAL) has been directed to install LED screens at strategic places.

'Follow Me' vehicles are also becoming more widely available at the airport to direct aircraft in low visibility situations.

In order to guarantee seamless operations, Naidu emphasized the significance of real-time coordination between Air Traffic Controllers (ATCs), airlines, ground handlers, and airport operators, emphasizing a passenger-focused strategy.