Airspace curbs: DGCA issues advisory to airlines on passenger handlingsteps due to longer flights

New Delhi: Anticipating longer flying time to international fliers following Pakistan closing its airspace to Indian operators, civil aviation regulator DGCA on Saturday asked airlines to provide proper communication and in-flight catering services to passengers.

The Directorate General of Civil Aviation has identified five key areas -- pre-flight passenger communication, in-flight catering and comfort, medical preparedness and alternate aerodromes, customer service and support readiness and intra-departmental coordination -- on passenger handling measures in view of airspace restrictions leading to longer flight durations.

The regulator warned that non-compliance of the “mandatory guidance” through the circular would attract appropriate enforcement action.

Pakistan has closed airspace for flights from India after India took measures like suspending the Indus Water Treaty and revoking visas of Pakistani nationals after terrorists attacked tourists in Pahalgam on April 22.

The regulator said there will be "significant rerouting" of international and regional flights, "increased block times" (duration of a flight from the origin to the destination) compared to scheduled durations and "possibility of technical halts" enroute for operational or fuel requirement due to recent developments involving international airspace closures and overflight restrictions.

Against this backdrop, it asked airline operators to proactively inform passengers about change in routing due to airspace restrictions and revised total expected travel time (departure to arrival).

The fliers should also be briefed about the possibility of technical stop, which is operational in nature and passengers generally remain onboard, at an intermediate airport.

The information must be communicated at check-in, boarding gates, and where feasible, through SMS/email alerts, the DGCA said.The airlines must also ensure that catering uplift is revised based on actual expected block time, including technical halt, so that adequate meals and beverages, additional hydration and snacks and special meals as per manifest requests, are available for the full duration.

Airline operators should ensure sufficient medical kits and first aid resources and ensure that alternate/technical halt airports have emergency medical support and ground ambulance availability. Cabin crew should be briefed on managing passenger fatigue, discomfort and medical incidents.

On the customer service and support readiness side, the DGCA said that airlines should brief call center and reservations teams on likely delays and schedule disruptions as well as establish processes for managing missed onward connections and delay-related assistance.

There should be seamless coordination between flight dispatch and Integrated Operations Control Center (IOCC), commercial and customer support teams and ground handling and airport operations, inflight service providers and medical vendors at designated airports.