Airlines, airports asked to provide better facilities

The Directorate General of Civil Aviation (DGCA) on Tuesday made it mandatory for major airports to provide free automated buggies within their terminal to senior citizens, expectant mothers and the physically-challenged. The regulator also directed airlines and airports to provide trolleys for carrying handbags, after security checks. The guidelines on automated buggies said this was "to facilitate access to boarding gates located beyond a reasonable walking distance at all airports with annual aircraft movement of 50,000 or more." DGCA also directed ground-handling agencies and airlines to conduct periodic soft-skill training for personnel engaged in guest services to sensitise them about passenger-assisting procedures. According to the new guidelines, airline and airport operators will now be required to display the names, contact numbers and email addresses of their nodal officers and appellate authority conspicuously, at key areas. Also, airlines and airports have to report passenger complaints every month.

The regulator said non-compliance with these rules would attract penal action under aircraft rules and relevant provisions of the Indian Penal Code.