On 18 March 2026, the Ministry of Civil Aviation announced the directions through the Directorate General of Civil Aviation (DGCA) aimed at strengthening convenience, transparency, and uniformity across India’s aviation sector.
Background:
India has emerged as the third-largest domestic aviation market globally, driven by rapid expansion in air connectivity and increased affordability under the UDAN scheme.
Indian airports today handle over five lakh passengers daily, reflecting the sector’s remarkable growth and the rising preference for air travel among citizens.
Amid this expansion, passenger facilitation has been reaffirmed as the highest priority of the Ministry of Civil Aviation, with a strong focus on enhancing ease of travel and protecting passenger rights.
To enhance the overall travel experience, the Ministry has introduced several innovative and inclusive initiatives aimed at improving comfort, affordability, and accessibility for passengers, like:
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UDAN Yatri Cafés offer quality food at affordable prices.
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Flybrary initiatives provide passengers free access to books.
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Free Wi-Fi services across airports.
These measures reflect a shift towards viewing passengers not merely as customers, but as stakeholders whose comfort and convenience are central to aviation growth.
Key Guidelines:
To further strengthen passenger convenience, transparency and uniformity of practices across airlines, the Ministry has issued the following directions:
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Airlines will allocate a minimum of 60% of seats on any flight free of charge, ensuring equitable access and preventing excessive charges for basic seating.
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Passengers traveling under the same Passenger Name Record (PNR) must be seated together, preferably in adjacent seats.
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Airlines are required to facilitate the carriage of sports equipment and musical instruments in a transparent and passenger-friendly manner, subject to safety and operational regulations. Airlines will have to clearly publish transparent policies for the carriage of pets.
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Airlines will comply rigorously with the passenger rights framework, particularly in cases of flight delays, cancellations, and denied boarding.
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Passenger rights must be prominently displayed on airline websites, mobile applications, booking platforms, and airport counters.
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Airlines are directed to communicate passenger entitlements in regional languages, ensuring wider accessibility and awareness across India’s diverse population.
These measures aim to reduce passenger grievances, enhance transparency, and standardize service delivery across aviation.
