The Ministry of Culture, Tourism and Civil Aviation Ministry of Culture, and Civil Aviation has issued a strict directive to the Civil Aviation Authority of Nepal (CAAN), instructing immediate improvements in passenger services, cleanliness standards, and human welfare facilities across all airports in the country, including Tribhuvan International Airport. The ministry has set a 24-hour deadline for implementation, highlighting the urgency of addressing service gaps and ensuring compliance with international standards.
Action Based on Public Feedback and Complaints
In a notice issued on April 10, the ministry stated that the directive has been issued based on feedback and suggestions received from passengers and the general public through various media platforms. CAAN has been instructed to act immediately and submit a compliance report along with photographic evidence and logbook records to the ministry’s official email within 24 hours of implementation. Officials emphasized that the move is aimed at improving passenger experience and ensuring that airport services meet minimum global service expectations.
Key Areas Identified for Immediate Improvement
The ministry has outlined four priority areas requiring urgent attention across all airports in Nepal. First, airports must ensure the availability of clean, safe, and private breastfeeding and baby care rooms. Where such facilities already exist, they must be upgraded to meet proper service standards. Second, a dedicated first-aid room must be established or strengthened to serve sick passengers, senior citizens, and persons with disabilities, ensuring timely medical support within airport premises.
Third, the ministry has mandated the provision of free sanitary pads in major restrooms to address the emergency needs of women travelers, reinforcing gender-sensitive service standards in aviation infrastructure.
Fourth, airports must implement a daily cleaning logbook system, strictly follow World Health Organization (WHO) and International Civil Aviation Organization (ICAO) hygiene standards, and maintain proper inspection records to ensure accountability and consistent sanitation practices.
Compliance Monitoring and Reporting Requirements
The directive requires all airports to maintain detailed documentation of improvements, including daily maintenance records and photographic proof of implemented changes. CAAN has been instructed to submit these records to the ministry immediately after implementation. Authorities have stressed that failure to comply with the directive will result in legal action under applicable laws and regulations.
Public Reporting Mechanism Introduced
To strengthen accountability, the ministry has also encouraged citizens and travelers to report non-compliance or service gaps. Complaints or feedback can be submitted under the “Gunaso wa Tarif” (Complaint or Compliment) mechanism via WhatsApp at 9851312722, directed to the ministry’s information officer. Officials believe this feedback system will enhance transparency and ensure continuous monitoring of airport service standards.
The ministry’s directive reflects a strong push toward improving passenger welfare, hygiene standards, and service quality in Nepal’s aviation sector. With a 24-hour implementation deadline, authorities have signaled a zero-tolerance approach toward negligence, aiming to ensure safer, cleaner, and more passenger-friendly airport environments across the country.
