Executive Summary:
This document summarizes the Indian Ministry of Civil Aviation's response to questions regarding air travel protocols, specifically concerning passenger safety, mental wellbeing, and handling of inflight incidents. It references DGCA regulations and outlines obligations of airlines and crew in managing passenger distress and unruly behavior. The document clarifies training requirements for cabin crew and procedures for managing inflight incidents.
Key Points / Main Content:
* **Passenger Safety and Wellbeing:**
* Indian aviation regulations emphasize the physical safety, mental wellbeing, and dignity of all passengers.
* Cabin crew are trained to recognize and respond to passenger distress, alerting colleagues and the Captain.
* Responses are based on the urgency of the situation and the phase of flight.
* First aid is administered, and assistance from medical professionals onboard can be requested.
* Onboard medical equipment, including oxygen and AEDs, are available for use.
* **Handling of Unruly Passengers:**
* DGCA CAR Section 3 Series M Part VI addresses the handling of unruly passengers to prevent discomfort and ensure safety.
* Airlines train staff to identify and defuse potential unruly behavior through communication.
* Crew members are expected to act courteously and uphold passenger rights at all times.
* Unruly behavior is categorized into three levels of severity.
* An Internal Committee evaluates incidents and determines flying bans based on CAR guidelines.
* **Training and Procedures:**
* DGCA CAR Section 7, Series M, Part I, mandates cabin crew training in cabin safety and first aid.
* Safety and Emergency Procedures (SEP) Manual, accepted by DGCA, details actions for first aid and emergencies.
Impact Analysis:
* Airlines:
* Impact: Must adhere to DGCA regulations regarding passenger safety, wellbeing, and handling of unruly passengers. Responsible for training cabin crew in first aid, emergency procedures, and de-escalation techniques.
* Action Required: Ensure compliance with DGCA CAR, update training programs, and implement procedures for managing inflight incidents.
* Cabin Crew:
* Impact: Required to undergo training in cabin safety, first aid, and handling of passenger distress and unruly behavior. Expected to follow established procedures and act courteously.
* Action Required: Participate in required training programs and implement procedures for managing inflight incidents.
* Passengers:
* Impact: Entitled to physical safety, mental wellbeing, and dignity during air travel. Subject to consequences for unruly behavior as defined by DGCA regulations and airline policies.
* Action Required: Be aware of passenger rights and responsibilities, and adhere to crew instructions during flights.
Key Entities Referenced
Ministry of Civil Aviation: The Indian government ministry responsible for the formulation and administration of the rules, regulations and laws relating to civil aviation in India.
Lok Sabha: The lower house of the Parliament of India.
Shri Vijayakumar Alias Vijay Vasanth: A member of the Lok Sabha who raised a question regarding air travel protocols.
Shri Murlidhar Mohol: Minister of State in the Ministry of Civil Aviation.
DGCA: Directorate General of Civil Aviation, the Indian regulatory body for civil aviation.
Civil Aviation Requirements CAR: Regulations issued by the DGCA governing various aspects of civil aviation in India.
Safety and Emergency Procedures SEP Manual: A manual outlining the detailed actions to be taken by cabin crew in case of first aid situations and emergencies on board, as accepted by DGCA.
Automated External DefibrillatorsAEDs: Medical equipment used on board for emergencies.
GOVERNMENT OF INDIA
MINISTRY OF CIVIL AVIATION
LOK SABHA
UNSTARRED QUESTION NO. : 4620
( TO BE ANSWERED ON THE 21st August 2025 )
AIR TRAVEL PROTOCOLS
4620. SHRI VIJAYAKUMAR ALIAS VIJAY VASANTH
Will the Minister of CIVIL AVIATION
be pleased to state:-
(a) the obligations of airlines under Indian aviation regulations in ensuring the physical
safety, mental well-being and dignity of all passengers while on board;
(b) the standard protocols to be followed by airlines in case a passenger exhibits signs of
medical or psychological distress during boarding, taxiing or while in flight;
(c) whether airlines are mandated to train cabin crew in identifying and responding to mental
health emergencies or panic attacks during flights, if so, the details thereof and if not, the plan
of the Government to mandate such training in the future;
(d) the current Standard Operating Procedures (SOPs) in place for managing in-flight
incidents involving agitated or distressed passengers and whether these SOPs are reviewed
regularly;
(e) whether any mechanisms are in place to ensure that passengers experiencing a medical or
emotional crisis receive proper assistance rather than being treated solely as security threats
or subjected to mistreatment and if so, the details thereof; and
(f) the disciplinary or legal procedures currently followed by airlines when passengers engage
in verbal or physical altercations during flights?
ANSWER
Minister of State in the Ministry of CIVIL AVIATION (Shri Murlidhar
Mohol)
(a) to (f) : DGCA has issued Civil Aviation Requirements (CAR) Section 7, Series M, Part I,
cabin crew are required to be trained in aspects related to cabin safety and first aid. Further,
the Safety and Emergency Procedures (SEP) Manual, as accepted by DGCA, lays down the
detailed actions to be taken by cabin crew in case of first aid situations and emergencies on
board.
Indian aviation regulations place significant emphasis on ensuring the physical safety, mental
well-being, and dignity of all passengers on board flights. Crew members are trained to take
charge, alert colleagues, and inform the Captain when a passenger is in distress. The response
is based on the situation's urgency and flight phase. Crew assesses the patient's condition and
provides first aid if needed. The crew can request assistance from any medical professionals
on board via public announcement. Onboard medical and emergency equipment, including
oxygen and Automated External Defibrillators(AEDs), are used as needed.
;Also, as per DGCA CAR Section 3 Series M Part VI titled "Handling of unruly passengers"
in order to prevent discomfort to other passengers and crew members, unlawful or disruptive
behavior on board the aircraft may interfere with or hinder the crew members' ability to
perform their duties, endanger the safety of the aircraft, the people and property on board, or
the good order and discipline on board.;
In line with the DGCA Civil Aviation Requirements (CAR), airline ensures that staff are
trained to identify early signs of potential unruly behavior and make every effort to defuse
situations through verbal communication and, if necessary, written notices. At all times,
airline crew is expected to act courteously and uphold passenger rights.
Unruly behavior is categorized into three levels based on severity, and as per CAR
guidelines, an Internal Committee evaluates such incidents to determine appropriate flying
ban. The duration of such bans varies as per the level of misconduct.
******