Accountability for airlines

The new rules for airlines to deal with passengers, framed by the Indian government are principally in the right direction. The new guidelines should also clarify that if a passenger misses an international flight due to the delay of a domestic airline and the next international flight is available only the next day, the domestic airline should pay for the hotel and the meals of the passenger. For instance if a person is flying from Pune to Mumbai to catch an international flight to London, and the Pune-Mumbai flight is delayed.

If the passenger can only take the international flight the next evening, his expenses for the day should be borne by the domestic flight. I am also happy with the damages to baggage being fixed on a per kilogram basis. Most airlines pay very little for such damages. I also hope there will be penalties for the airlines if they delay payments beyond 15 to 30 days. Some airlines board the aircraft and then the passengers have to wait for three to four hours in the aircraft. The new rules will hopefully erase this sort of harassment.

Hopefully the airlines will also make the various reimbursements on time, without having to remind them repeatedly. Around two years ago an airline agreed on a settlement with me for a damaged bag, but it took me six months of follow-ups to get the payment made by them.

The new rules will sensitise the airlines to the woes of the passengers, for many Indian airlines were becoming indifferent to customer service.