Why do airlines hide the passenger charter from travellers?

The Passenger Charter, mandated by DGCA, outlines the rights and entitlements of air travelers in India. It covers areas such as delays, cancellations, denied boarding, baggage handling, and customer care. Despite its legal importance, many passengers remain unaware of it because airlines often fail to display it prominently, provide it in booking confirmations, or educate travelers proactively. This lack of awareness weakens passengers’ ability to assert rights, claim compensation, or seek redress when faced with service deficiencies.

Understanding why airlines hide the charter, the legal obligations to communicate it, and how passengers can access it ensures better enforcement of rights.

Legal Obligations of Airlines

• DGCA Guidelines
  DGCA mandates that airlines display the Passenger Charter at airports, check-in counters, and on websites.
  Airlines must provide information about passenger rights during flight booking, check-in, and boarding.
  Section 3.2 of DGCA Civil Aviation Requirements emphasizes transparency and consumer awareness.
• Consumer Protection Act, 2019
  Airlines are legally obliged to inform passengers about services and entitlements.
  Failing to provide access to the Passenger Charter may constitute deficiency in service, punishable under the law.
• International Standards
  Many countries (EU under EC Regulation 261/2004, US DOT guidelines) require airlines to make passenger rights accessible and ensure that travelers are informed.
  Transparency in communicating rights reduces disputes and increases accountability.

Why Airlines Often Hide or Underplay the Charter

• Reducing Claims and Liability
  If passengers are unaware of their rights, airlines may avoid paying compensation for delays, cancellations, or denied boarding.
• Operational Convenience
  Displaying and explaining passenger rights consistently across multiple channels requires training and administrative effort.
• Lack of Enforcement Awareness
  Some airlines may assume that passengers are unlikely to complain or escalate issues, relying on enforcement gaps in DGCA monitoring.
• Revenue Considerations
  Informing passengers about rights such as refunds or alternate flights could increase operational costs for airlines.

Steps Passengers Should Take to Access the Passenger Charter

• Check Airline Website
  Most airlines publish the Passenger Charter online; download and read it before traveling.
• Request During Booking or Check-in
  Ask staff at the counter or via customer service to provide a copy of the charter.
• Document Awareness Requests
  Keeping records of your requests can help in filing grievances if rights are denied.
• Refer to DGCA Portal
  DGCA maintains the official Passenger Charter online; passengers can print or save it for reference.
• Educate Yourself About Specific Rights
  Understand entitlements like meals, accommodation, alternate flights, refund timelines, and compensation amounts.

Practical Consumer Tips

• Always carry a digital or printed copy of the Passenger Charter during travel.
• Be aware of timelines for claiming refunds or compensation.
• Note staff names and reference charter clauses if claiming entitlements.
• Use social media or DGCA grievance portals to escalate issues.
• Encourage fellow passengers to know their rights, strengthening collective awareness.

Example:

A passenger flying from Chennai to Mumbai faced a 6-hour delay due to technical issues. The airline did not provide meals or accommodation, and staff claimed the passenger had no entitlement.

Steps the passenger should take:

• Refer to the Passenger Charter, noting entitlements for long delays.
• Request services like meals and accommodation, citing DGCA guidelines.
• Document staff interactions, noting refusal and names.
• File a complaint with the airline citing the Passenger Charter and DGCA regulations.
• If unresolved, escalate to the DGCA grievance portal or Consumer Forum for compensation.

Additional Insights:

• Airlines may avoid highlighting the charter to minimize complaints or reduce compensation payouts.
• Awareness campaigns, visible signage at airports, and digital access can empower passengers.
• Persistent passenger education ensures airlines adhere to DGCA mandates.