DGCA Pulls Up Airlines For Denying Boarding To Those With Confirmed Ticket, Warns Action

Overbooking is a practice followed by airlines around the world, in which they sell more tickets than the number of passengers that can be accommodated on a particular flight.

This is done to reduce the number of empty seats at the time of taking off, assuming that at least a few of the passengers might cancel their bookings.

But if that doesn't happen and the airline has overbooked passengers, it can be absolute chaos.

AFP

Unlike a bus or train, the airline cannot 'adjust' more passengers than capacity, and they are left with no option, but to accommodate the additional flyers on another flight.

But this can mess up the travel plans of the passengers, especially if they have another flight to catch.

While this is an issue faced by the aviation industry across the world, the Directorate General of Civil Aviation (DGCA) has warned that airlines denying boarding to passengers with confirmed tickets will be viewed seriously and strict action will be initiated, including imposing financial penalties as per regulations.

It also issued notice to the airlines after receiving several cases of denial of boarding to passengers with a confirmed ticket and warned them to comply with the provisions of the civil aviation regulations (CAR) in such cases.

BCCL

Unfair to passengers

"It has come to the notice of this office that various airlines are denying boarding to passengers holding confirmed tickets on a flight, although they have presented themselves for boarding within the time specified by the airline. This practice is extremely unfair to the passengers and brings a bad name to the aviation industry," the DGCA said in a statement.

The DGCA said that to address such a situation, DGCA had issued civil aviation regulations Sections 3, Series M, Part IV on "Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delays in flights," it said.

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The CAR lays down the minimum compensation and facilities to be provided to a passenger in a situation when they are subjected to denied boarding, cancellation or delay in flight.

"The airlines are hereby directed to comply with the provisions of the CAR at the earliest opportunity available, preferably at the airport if the passenger has reported on time. Any non-compliance of the provisions of the CAR will be viewed seriously and strict action will be initiated against the erring airline, including imposing financial penalties as per regulations," it added.

What DGCA's 201o regulations say

The 2010 regulation of the DGCA states that when the number of passengers who have been given tickets for a flight and have reported at the airport for boarding the flight on time are more than the number of seats on a flight, the airline must first ask for volunteers to give up their seats in exchange of certain benefits.

Delhi Airport

However, in the absence of enough volunteers, the airline can evade giving any compensation if the affected passenger -- who has been denied boarding as the original flight is overbooked -- is given a ticket on a alternative flight that is departing within one hour of the original flight's departure.

The airline has to give an amount equal to 200 per cent of basic fare plus fuel charge in case the alternate flight is scheduled to depart within 24 hours of the original flight's departure.

Delhi Airport

The airline has to give an amount equal to 400 per cent of the basic fare plus fuel charge in case the alternate flight is scheduled to depart more than 24 hours after the original flight's departure, as per the regulation.

In case the affected passenger does not opt for alternate flight, refund of full value of ticket and compensation, equal to 400 per cent of basic fare plus fuel charge, has to be given, the regulation said.

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