In a bid to tackle the recent spate of airport chaos and passenger inconvenience, Union Aviation Minister Jyotiraditya Scindia has announced a series of refined Standard Operating Procedures (SOPs) and the establishment of dedicated “War Rooms” at six major airports. This move comes after recent episodes of flight delays, cancellations, and passenger unrest, particularly due to adverse weather conditions.
Key Highlights of the Refined SOPs:
Early Cancellation: Airlines are empowered to proactively cancel flights expected to be delayed beyond 3 hours, informing passengers sufficiently in advance to minimize disruption.
Transparency and Communication: Improved communication protocols mandate airlines to update passengers promptly and accurately through multiple channels, including SMS, emails, and airport announcements, about any delays or changes in flight schedules.
Passenger Facilitation: Airlines must ensure adequate food and beverage arrangements for passengers facing extended delays, particularly during overnight disruptions. Additionally, provisions for accommodation and transportation assistance will be made in case of cancellations.
Staff Sensitization: All airline and airport personnel, including ground staff, security personnel, and customer service representatives, will be sensitized on handling passenger queries and concerns effectively during disruptions.
The ‘War Rooms’ initiative:
Dedicated “War Rooms” will be established at the six busiest airports – Delhi, Mumbai, Bangalore, Hyderabad, Kolkata, and Chennai. These rooms will function as real-time command centers, housing representatives from airlines, airport authorities, air traffic control, and the Directorate General of Civil Aviation (DGCA). Their mandate will be to:
Proactive Monitoring: Continuously monitor weather conditions, flight schedules, and passenger flow to anticipate potential disruptions and proactively initiate mitigating measures.
Rapid Response: Address passenger complaints and issues swiftly and efficiently through coordinated efforts of all stakeholders involved.
Real-time Information Sharing: Ensure seamless communication and information flow between airlines, airports, and passengers to improve awareness and decision-making during disruptions.
Additional Measures:
Increased CISF presence: Adequate deployment of Central Industrial Security Force (CISF) personnel will be ensured at these airports round-the-clock to maintain order and manage passenger anxieties during disruptions.
Regular Monitoring and Reporting: The DGCA will closely monitor the implementation of these SOPs and regularly report on their effectiveness. Additionally, “incidence reporting” will be mandated thrice a day from the six major airports to track progress and identify areas for further improvement.
Reactions and Implications:
The announcement of these measures has been met with mixed reactions. While some passengers and industry experts have welcomed the initiative, others remain skeptical about its effectiveness. Critics point to the need for stricter enforcement of existing regulations and better infrastructure development to address the root causes of airport congestion and delays.
Despite the skepticism, the initiative represents a significant step towards addressing passenger concerns and improving the overall air travel experience in India. The success of the “War Rooms” and the refined SOPs will depend on their effective implementation, consistent monitoring, and a collaborative effort from all stakeholders involved.
