Chaos at airports

THE attack by an unruly passenger on an airlines pilot over a delayed flight cannot be condoned under any circumstances. Tough action is fully justifiable. Flight delays and cancellations are an annual occurrence as dense fog affects operations, particularly in the national capital. Extraordinary circumstances can be beyond the control of airlines. They, however, cannot escape part of the blame for the chaotic scenes at airports. The regulator has taken cognisance of the inept handling of the situation and the resultant public anger. Fresh guidelines have been issued by the Directorate General of Civil Aviation (DGCA) on the facilities to be provided to passengers. Notices have also been issued following a video of passengers sitting and eating on the tarmac in Mumbai emerged.

A new record was set in 2023, with 15.2 crore travellers flying domestic routes. Considering the investments being made in airport infrastructure, India is being seen as the most exciting market for global aviation. For this booming sector, a compromise on passenger convenience is a huge disservice. According to DGCA data, over 3.6 lakh domestic passengers faced fight delays last month. Airlines spent over Rs 5.4 crore on their ‘facilitation’. The numbers for this month would be much higher. The difficult winter operations can be a testing time for airlines. It’s also an opportunity to put one’s best foot forward. Offering a well-prepared hot meal to stranded passengers is the least that airlines can offer their valued customers.

The standard operating procedure requires advance and accurate real-time information regarding delayed/cancelled flights as well as sensitisation of the staff to guide passengers. Laxity must be viewed seriously. The issue of the hugely overpriced cup of tea or coffee at the airport or onboard aircraft continues to be ignored. This apathy is an insult to the passengers.

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