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After DGCA warning, Air India issues ‘citizen charter’ with rules for denied boarding, cancelations & all travel aspects


NEW DELHI: Air India on Friday came out with a “citizen’s charter” — a traveller’s reference guide for everything like reservations, lounge facilities, passenger services, in-flight services feedback mechanism and provisions for denied boarding and flight delays.
The move comes days after the Directorate General of Civil Aviation had this Tuesday (June 14) fined AI Rs 10 lakh for violating rules for denying boarding and had ordered it “to immediately put systems in place to resolve the issue, failing which further action shall be taken.”
On denied boarding, AI charter says: “When the number of passengers, who have been given confirmed bookings for travel on the flight and who have reported for the flight well within time, are more than the number of seats available, an airline must first ask for volunteers to give up their seats… in exchange of benefits/facilities… provided airports concerned have dedicated check-in facilities/gate areas which make it practical for the airline to do so.”
A passenger, holding confirm ticket and who reached the airport well in time, denied boarding has to be paid compensation if the alternate flight is beyond an hour of the originally booked flight.
About flight cancellations informed to passengers upto 24 hours of departure time, AI says it will arrange alternate flight/refund as acceptable to the passenger.
Flyers not informed about flight cancellations will be compensated anywhere between Rs 5,000 and Rs 10,000.
However, “no financial compensation shall be payable to passengers who have not provided adequate contact information (email id or a phone number) at the time of booking,” the charter said.
Similarly, it states the rules for compensating flyers in case of flight delays and baggage loss.



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