As a part of the initiatives of the Prime Minister,Shri Narendra Modi, Ministry of Civil Aviation (MoCA) has identified major passenger-centric issues which shall be taken up on priority for completion. These are meant to give better comfort level to the passengers and make the system more responsive to the needs of the citizens. These initiatives include :
1. All Indian and foreign airlines and airport operators have been asked to ensure certain facilities to the passengers particularly senior citizens, expectant mothers and passengers with disabilities such as provision of automated buggies and small hand baggage trolleys free of charge for their use.
2. It has been also decided to set up CISF/ Security Help Desks at all the operational airports of the country.
3. Air India has also been asked to simplify the forms for web booking and evolve a procedure for quicker disposal of refund and loss baggage claims.
4. While action on the above measures has been initiated, operators of the Shri Amarnath Ji Yatra helicopter services starting from June 28 have been asked to provide basic minimum facility like drinking water, tea/ coffee and packed snacks (peanuts/ dry fruits) free of charge to the pilgrims at the helipads.
5. To address public grievances, Airports Authority of India would start a QR code based mobile application which shall be made available initially at 20 airports within three months and will be extended to all remaining airports by March 31 next year.
6. The Directorate General Civil Aviation (DGCA) shall bring out a Standards of Services Document enlisting the services/ transactions offered to the public, work involved in the various processes, rules/ regulations, fee charges for various services and the time-lines for completion of these activities. This will be in the nature of a Citizens’ Charter and bring about greater transparency in its working.
7. DGCA has been asked by the Ministry of Civil Aviation to create “Passenger Know Your Rights” portal on its web-site, informing public about travel related issues and advisories, availability of special assistance and facilities to be provided by airlines/ airport operators etc. The portal shall also provide links to relevant sites and lodging of complaints for redressal.
8. DGCA shall observe Janmitra Diwas every Friday from 2 to 5 pm when any member of public can approach DGCA officials without prior appointment.
9. Dedicated Windows will be created to receive applications/ forms and to respond to any query related to Pilot’s Licensing, Flight Standard Directorates, Air Transport and the issues related to Airworthiness Directorate in DGCA.
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