IAAI- AIR PASSENGER RIGHTS FORUM” to deliver free consultancy to Air Passengers

Air Travel has become very common today, and no, it is no more an extended luxury.  We all know how frustrating it could be when something goes wrong with our flights, and the complexity and inconsistency of Passenger Right regulations make it further difficult.

Flight disruptions like cancellations, delays, damaged or lost baggage, or deficiencies in services are rising daily. Most of the Air Passengers who experienced flight disruptions are not claiming their rightful compensations either because of ignorance about their rights or because of unfamiliarity with the procedures for claiming their rights/compensations or believes that Travel Insurances will cover all such.

India is the first country in the developing world to have a Non- Governmental and Non-Profit Organization voluntarily sponsoring a mission to provide suitable advocacy and support for Air Passengers & Travel Agents free of cost, within the purview of Montreal Protocol and Air Passengers Charter 2019 of Government of India.

Our mission at IAAI is “Make Air Passenger to Know Their Rights When They Fly” to protect the Consumer Rights of Air Passengers in India. Our effort is to provide appropriate information and awareness to Air Passengers, about the responsibilities of Airlines in delivering services and Passengers Rights and Entitlements, particularly on a flight delay, cancellation, diversion, denied Boarding,   Cancellation, Refund charges, Lost, Delayed, or Damaged Baggage or any deficiency in service from the side of Airlines

Many hidden dangers exist in our everyday life, which often goes unnoticed. Airlines operating more frequencies with fewer Aircraft and the unhealthy competition in Ticket Fares often compromise on safety and security, which in turn results in Flight cancelations/delays. Maintenance of Aircraft, crew problems, late-arriving of Aircraft causing the delay of corresponding flight departures, etc. are a common phenomenon in India. Many passengers are still not aware that Airline Tickets can be canceled or amended within 24 Hours of the issuance, without any additional payment or penalty.

According to Jan to Nov 2019 statistics of DGCA, 41,823 Passengers affected by Flight Cancellations and 2, 65,360 by flight delays. The record shows that almost 80% of the affected passengers either not claimed for their compensations or not able to convincingly present their Complaints or Grievances in front of appropriate Officials / Forums. Consequently, Airlines tactfully reject such Complaints /Claims citing technical reasons or other grounds that Air Passengers are not yet acquainted.

The Airline is responsible for the safe transport of passengers and there under the Montreal Convention (signed on 28 May 1999) and also subject to Indian Laws. Air Passenger Rights comprise regulatory Laws that support Air Passengers, to provide protection and compensation whenever they face Flight disruptions or any deficiency in Airline services. Warsaw Convention, Hague Protocol, and Montreal Protocol positively define Airline liabilities and indemnities. In India, Aircraft Rules 1937 and DGCA Regulations, particularly Air Passenger Charter Act 2019 (CAR Series M, Section-3), legally protect the Consumer Rights of Airline Passengers.

We at IATA Agents Association of India (IAAI) has voluntarily constituted “IAAI – AIR PASSENGER RIGHTS FORUM” with an expert panel of professionals having International exposure in relevant fields of Airlines, Airports, Ground Handling and well-versed in IATA, UFTAA, PAPGJC, APJC, DGCA and Civil Aviation matters. To provide knowledge to Air Passengers and FREE consultancy to passengers faced flight disruptions or inconvenience during their flights in India.

Passenger grievances have several “elements” that need to establish before appropriate authorities to claim suitable remedial measures or compensations. It is essential to analyze the complaints in detail and verify relevant reports of reasons submitted by concerned Airlines to the Regulatory Authorities to find out whether the Flight Delay or Cancellation was due to circumstances within the Airline’s control or beyond or the service deficiency was deliberate or incidental. Individual Passenger complaints/claims ought to draft under IATA Resolutions and prevailing Rules & Regulations under Indian Laws, so that the complainant can get appropriate justice and compensation as per International conventions and Air Passenger Charter Act 2019.

We at IAAI looks forward to creating awareness for Travelers on their rights and entitlements concerning Airline services and, assist and guide Passengers whenever they face Flight disruptions, Personal Inconvenience, Mental agony, etc. due to deficiencies of Airline Services.

We believe that it is our social responsibility to make the Traveling Public and Travel Agents understand their rights and entitlements available under respective laws in India. Our consultancy services are entirely free, and any Air Passenger or Member Agent wants guidance on their grievances, may contact us through email: passengerforum@iaai.in with necessary supporting documents.

Request your good offices to kindly support us and perhaps, your courageous and creative leadership and participation may help us to sustainably interrupt and interpret the Air Passenger Charter Law for the ultimate benefit of the traveling public in India.

With our extensive experience, we are launching this unique movement to be beneficial for both Air Passengers and Travel Agents in India and encourage IAAI Member Agents to transform and qualify themself as a trusted and dependable Travel Service provider.

Regards

Biji Eapen

National President

(Cell # 98460 55730   e-mail  biji@speedwings.org   or  president@iaai.in) )