The Union government said on Thursday that it would soon institutionalise periodical review with airlines on operational matters after the Air India plane crash in Ahmedabad and disruptions caused due to weather and geopolitical events.
"It was decided that the practice of periodical review with the airlines on operational matters will be institutionalised for better monitoring and coordination," the Ministry of Civil Aviation said in a statement.
The decision was taken after Civil Aviation Minister Ram Mohan Naidu held a detailed video conference with all airport directors across India to review ground-level preparedness and passenger support mechanisms in the light of rescheduling of flights due to post-accident checks, weather changes and closing of certain airspaces due to geopolitical tensions.
Meetings were also held with the senior management of SpiceJet, IndiGo and Akasa.
Key directives were issued emphasising close coordination with airlines to promptly resolve passenger issues on-site. It was also mandated that airport terminals provide ample food, drinking water and seating, especially during flight delays or congestion, the statement said.
Sufficient personnel are to be deployed at critical points for the proactive management of passenger grievances.
Airport directors have been instructed to offer comprehensive support to airlines experiencing operational disruptions, including assistance with gate reassignments and logistical needs.
To ensure a safe and secure airport environment, airport directors were directed to strengthen wildlife hazard management, focusing on deterring birds and stray animals, the ministry said.
Naidu also met Air India Chairperson N Chandrasekaran and Chief Executive Officer Campbell Wilson to discuss maintaining operational continuity, supporting transparent and accountable communication with the public and passengers' safety and convenience.
This comes a day after Air India temporarily reduced its international services on widebody aircraft, which mostly connect Europe and North America, by 15%. The Tata Group airline cited a combination of technical snags, airspace restrictions in West Asia and extended safety checks.
"Air India was urged to strengthen their ground-level coordination at airports, improve communication with passengers regarding cancellations/delays, and ensure that customer service teams are sensitized and equipped to handle increased passenger concerns with empathy and clarity," the ministry said.
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