Delhi High Court dismisses plea for mechanism to address airline staff misconduct

The Delhi High Court has dismissed a petition seeking the establishment of a robust mechanism to register and investigate complaints against airline staff regarding misconduct, abuse, harassment, negligence, and other wrongful acts towards passengers. According to a PTI report, a bench led by Justice Amit Mahajan delivered this significant verdict. The court clarified that the task of framing rules, regulations, and guidelines falls within the jurisdiction of the government and competent authorities, and is entirely a policy matter.

In this matter, a woman had filed a petition seeking directions to the Ministry of Civil Aviation and the Directorate General of Civil Aviation (DGCA). The petitioner alleged that a customer care executive of IndiGo Airlines had used obscene, insulting, and gender-based language during their interaction. The woman argued that despite making several representations to the airline, no concrete disciplinary action was taken against the concerned employee. There was no immediate response from IndiGo regarding this.

The petitioner argued in court that while the existing Civil Aviation Requirements (CARs) have strict provisions for misconduct by passengers, there is no effective framework available to address abuse by airline staff. She also accused the central government and the DGCA of inaction on this issue. However, the court noted that any unruly behavior by airline employees can be addressed through appropriate civil or criminal legal remedies. The court indicated that the existing mechanisms to ensure passenger safety are sufficient.

This organization works to set and monitor standards for air travel in the country. In the past as well, this organization has played a significant role in rules concerning passenger safety and airline operations.