In a significant move aimed at improving passenger convenience and ensuring greater fairness in air travel services, the government has directed airlines to allocate a minimum of 60 percent of seats on every flight for free seat selection, allowing passengers wider access to choose seats without being charged additional fees.
The directive was issued by the Directorate General of Civil Aviation under instructions from the Ministry of Civil Aviation as part of broader efforts to strengthen passenger rights, improve service transparency, and establish greater uniformity in airline operational practices. According to the new directive, airlines must ensure that passengers are provided fair access to seat selection options, reducing situations where travelers are required to pay extra charges for basic seating preferences during the booking process.
Passengers on Same Booking Must Be Seated Together
As part of the new passenger-friendly regulations, the government has instructed airlines to ensure that passengers traveling under the same Passenger Name Record (PNR) are seated together whenever possible. The directive states that family members, groups, and passengers traveling under a single booking reference should preferably be assigned adjacent seats, minimizing inconvenience and improving travel comfort, particularly for families with children, elderly passengers, and group travelers. This measure is expected to address frequent passenger complaints regarding separate seating arrangements despite traveling under the same reservation.
Transparent Rules Introduced for Sports Equipment and Musical Instruments
The government has also emphasized the need for airlines to improve transparency regarding the carriage of special baggage items such as sports equipment and musical instruments. Under the directive, airlines have been instructed to establish passenger-friendly and transparent procedures for handling such items, ensuring that travelers are clearly informed about applicable charges, packaging requirements, and transportation conditions before travel. Authorities believe clearer policies will help reduce confusion and disputes that often arise during check-in procedures for passengers carrying oversized or special-category baggage.
Airlines Asked to Establish Clear Pet Travel Policies
Recognizing growing demand for pet-friendly travel services, the government has also instructed airlines to introduce clear and transparent policies regarding pet transportation. Airlines are expected to publish detailed guidelines covering conditions for carrying pets, applicable charges, cabin and cargo transport rules, safety procedures, and documentation requirements. The move aims to standardize pet travel procedures and provide passengers with better clarity when planning trips involving companion animals.
Government Orders Strict Protection of Passenger Rights During Flight Disruptions
In addition to operational reforms, authorities have ordered airlines to strictly comply with the passenger rights framework, particularly in cases involving flight delays, cancellations, denied boarding, or service disruptions. The government emphasized that passengers must receive proper assistance, compensation where applicable, and timely information whenever travel disruptions occur. The directive reinforces the responsibility of airlines to protect customer rights and ensure travelers are treated fairly during unexpected operational challenges.
Passenger Rights Information Must Be Easily Accessible
To improve public awareness, the government has instructed airlines to prominently display passenger rights information across all customer service platforms. This includes mandatory visibility of passenger rights on airline websites, mobile applications, online booking platforms, and airport service counters, allowing travelers to easily understand their entitlements before and during travel. Authorities believe better visibility will improve accountability and reduce misunderstandings between airlines and passengers regarding service obligations.
Regional Language Communication Made Mandatory for Wider Accessibility
In a further effort to make air travel information more accessible, airlines have also been instructed to communicate passenger entitlements in regional languages, ensuring that information reaches a wider segment of travelers regardless of language barriers. The government stated that improving accessibility and awareness is essential for building greater trust between airlines and passengers while promoting inclusive and customer-friendly aviation services.
Aviation Sector Moves Toward Greater Consumer Protection
The latest directive reflects the government’s increasing focus on strengthening consumer rights within the aviation sector as passenger expectations continue evolving globally. By mandating free seat selection access, clearer baggage and pet travel policies, stronger passenger protections during disruptions, and improved communication standards, the government aims to create a more transparent, passenger-centric airline industry that prioritizes fairness and convenience. Industry observers say the measures could significantly improve traveler confidence while pushing airlines to adopt higher service standards and greater operational accountability in the increasingly competitive aviation market.
