In a significant move for air travellers, the Union Ministry of Civil Aviation has reportedly directed airline operators to keep at least 60 per cent of seats on any flight free of charge.
The directive follows a wave of passenger complaints about hidden costs (seat selection fees in particular) and accusations that airlines were exploiting customers.
The seat charge crackdown is part of a wider set of passenger-focused norms issued by the ministry. Currently, airlines price seats by location. Window and aisle seats cost more. So do those with extra legroom.
The few seats that attract no charge are mostly middle seats at the back.
The frustration has been building on social media, where customers have repeatedly questioned why seat selection attracts extra fees at all.
The ministry has also moved on a long-standing irritant for families and group travellers. Through the Directorate General of Civil Aviation, airlines have been told to seat passengers travelling on the same PNR together, preferably in adjacent seats.
The absence of such a rule has often led to awkward requests, and sometimes heated exchanges, before take-off.
Passenger rights in cases of delays, cancellations and denial of boarding have also come under the regulator’s lens. Airlines have been asked to display these rights prominently on their websites, mobile apps, booking platforms and airport counters.
The new norms also address a set of grievances that frequent flyers know well. Airlines have been directed to adopt clear, transparent policies for carrying sports equipment, musical instruments and pets.
These areas are marked by inconsistent rules and high charges. These policies must align with safety and operational requirements but be communicated in a passenger-friendly manner.
Airlines have also been asked to publish passenger rights in regional languages.
The backdrop to all this is India’s scale. Indian airports handle over five lakh passengers daily. The country is now the world’s third-largest domestic aviation market. The Civil Aviation Ministry has reportedly said passenger facilitation is its highest priority.
It has also launched UDAN Cafes for affordable airport food, the Flybrary initiative for free access to books, and free WiFi at airports.
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