In response to longer flight durations caused by Pakistan’s airspace closure, the Directorate General of Civil Aviation (DGCA) has issued a comprehensive advisory to airlines, mandating enhanced passenger communication, upgraded in-flight services, medical preparedness, and stronger customer support protocols.
Following the Pahalgam terror attack that claimed 26 lives, Pakistan barred Indian airlines from accessing its airspace. This decision has forced extensive rerouting of international and regional flights, particularly those departing from Delhi and other northern cities. Flights now face extended journey times and possible technical stopovers for refueling or operational needs. Addressing these challenges, DGCA released a circular titled “Passenger Handling Measures in View of Airspace Restrictions Resulting in Extended Flight Durations and Technical Stops,” outlining critical action points for airline operators.
Enhanced Passenger Communication
Airlines are now required to proactively inform travelers about altered flight routes, revised total travel durations, and any potential operational stopovers. Communication must be delivered clearly at check-in counters, boarding gates, and, where possible, through SMS and email updates. Importantly, airlines must emphasize that technical stops are operational in nature and passengers typically remain onboard during these halts.
Revamped In-Flight Catering and Comfort Measures
Given the longer block times, airlines must adjust catering services accordingly. This includes providing full meals, additional beverages, dry snacks, and special meals as requested. The goal is to ensure that passenger comfort remains a priority despite the longer flying hours and unscheduled stops.
Stronger Medical Preparedness and Support
Recognizing the strain extended flights can place on passengers, the DGCA has mandated that airlines bolster onboard medical kits and ensure first-aid readiness. Operators must also confirm that alternate airports are equipped with emergency medical facilities and ground ambulance services. Cabin crews are to be specially briefed on managing passenger fatigue, discomfort, or any in-flight medical incidents.
Improved Customer Service and Support Systems
To deal with delays and potential missed connections, airlines must prepare their call centers, reservation teams, and customer support staff. Processes should be in place for providing timely assistance and compensations to affected travelers, in line with Civil Aviation Requirements (CAR) guidelines.
Seamless Interdepartmental Coordination
The DGCA stresses the need for flawless communication between different airline departments — from Flight Dispatch and IOCC teams to customer support, ground handlers, in-flight service providers, and medical vendors stationed at alternate airports.
This advisory, categorized as mandatory, takes immediate effect and will remain in force until further notice. Airlines failing to implement the specified measures risk enforcement actions under applicable civil aviation regulations.
Meanwhile, the airspace closure has already impacted major carriers. IndiGo, for instance, announced that around 50 international flights will now operate via extended routes, while services to Almaty and Tashkent have been suspended from April 27 to at least May 7 due to range limitations of their current aircraft fleet.
