**Executive Summary**
This document responds to Unstarred Question No. 78 in Lok Sabha, concerning operational indiscipline in the aviation sector. The Ministry of Civil Aviation acknowledges passenger complaints about flight disruptions and outlines measures taken by the Directorate General of Civil Aviation (DGCA) to address these issues, including enforcement of passenger rights and regulatory compliance. The question was slated to be answered on January 29, 2026.
**Key Points / Main Content**
* **Passenger Complaints:**
* The government acknowledges increasing passenger complaints regarding flight delays, last-minute cancellations, poor communication, and inadequate grievance redressal.
* **DGCA Actions:**
* The DGCA has issued Civil Aviation Requirement (CAR) Section 3, Series M, Part IV to protect passenger interests related to denied boarding, flight cancellations, and delays.
* DGCA regularly conducts surveillance inspections, spot checks, and monitoring of airlines to ensure compliance with safety standards, passenger rights, and compensation norms.
* Discrepancies identified during inspections are communicated to airlines for corrective action.
* **Regulatory Enforcement:**
* DGCA follows a structured enforcement process to address regulatory laxity and operational indiscipline.
* Corrective actions and enforcement measures are taken against airlines or personnel found in violation of regulatory norms to ensure accountability and operational discipline.
**Impact Analysis**
**Airlines**
* **Impact:**
* Subject to increased scrutiny and potential corrective actions for non-compliance with safety, passenger rights, and other regulatory norms.
* **Action Required:**
* Ensure adherence to DGCA's Civil Aviation Requirements (CAR), specifically Section 3, Series M, Part IV, and address any discrepancies identified during DGCA inspections to avoid enforcement measures.
**Passengers**
* **Impact:**
* Potential for improved passenger rights enforcement, compensation norms, and service quality benchmarks due to DGCA's monitoring and corrective actions.
* **Action Required:**
* To be aware of their rights under Civil Aviation Requirement (CAR) Section 3, Series M, Part IV to be aware of the facilities provided to passengers by airlines due to denied boarding, cancellation of flights and delays in flights.
Key Entities Referenced
Directorate General of Civil Aviation (DGCA): The primary regulator mentioned, responsible for conducting audits and enforcing regulations in the aviation sector.
Ministry of Civil Aviation: The government ministry overseeing the aviation sector.
Civil Aviation Requirements (CAR): The regulatory framework under which stricter enforcement of passenger rights is proposed.
GOVERNMENT OF INDIA
MINISTRY OF CIVIL AVIATION
LOK SABHA
UNSTARRED QUESTION NO. : 78
th
(To be answered on the 29 January 2026)
OPERATIONAL INDISCIPLINE IN AVIATION SECTOR
78. SHRI GAURAV GOGOI
Will the Minister of CIVIL AVIATION be pleased to state:-
(a) whether the Government has taken cognisance of increasing passenger
complaints related to flight delays, last-minute cancellations, poor communication
and inadequate grievance redressal by domestic airlines and if so, the details thereof;
(b) whether the Directorate General of Civil Aviation (DGCA) has conducted any
recent audits or reviews of airline operations, customer service standards or
compliance with safety and compensation regulations and if so, the details thereof;
(c) the measures being taken to address the growing perception of regulatory laxity
and operational indiscipline in the aviation sector;
(d) whether the Government proposes to introduce stricter enforcement of
passenger rights, compensation norms and service quality benchmarks under the
Civil Aviation Requirements (CAR) and if so, the details thereof; and
(e) the steps being taken to ensure that the ongoing expansion of India's aviation
network does not come at the cost of safety, accountability and passenger welfare?
ANSWER
Minister of State in the Ministry of CIVIL AVIATION
(Shri Murlidhar Mohol)
(a) to (e): Yes, the Government takes cognisance of passenger complaints regarding
flight delays, last-minute cancellations, poor communication, and grievance
redressal. DGCA has issued Civil Aviation Requirement (CAR) Section 3, Series M,
Part IV titled on 'Facilities to be provided to passengers by airlines due to denied
boarding, cancellation of flights and delays in flights to protect the interests of
passengers.DGCA regularly conducts surveillance inspections, spot checks, and monitoring of
airlines to review compliance with safety standards, passenger rights, and
compensation norms. Any discrepancies identified during these inspections are
communicated to the respective airlines for corrective action.
To address concerns regarding regulatory laxity and operational indiscipline, DGCA
follows a structured enforcement process. Corrective actions and enforcement
measures are taken against airlines or personnel found in violation of regulatory
norms to ensure accountability and operational discipline.
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