The DGCA on Wednesday ordered immediate inspections at eleven airports across India. The move followed severe passenger inconvenience caused by IndiGo’s operational breakdown.
The regulator told its officers to visit the selected airports within two to three days. They must file a detailed report within 24 hours of completing their review.
The inspections will take place at Nagpur, Jaipur, Bhopal, Surat, Tirupati, Vijayawada, Shirdi, Cochin, Lucknow, Amritsar and Dehradun.
Focus on Safety and Passenger Support
DGCA aims to check safety systems, operational readiness and the quality of passenger services. Officers will examine delays, cancellations and crowding inside terminal areas.
They will check how queues move at check-in counters, security lanes and boarding gates. They will also assess whether IndiGo and the airports have deployed enough staff to handle the disruption.
Checks on Communication and Help Desks
DGCA asked officers to verify if airline help desks work round the clock. They must review how quickly passengers receive updates about delays and cancellations. They also need to confirm the availability of basic amenities, including drinking water.
Teams will assess support provided to senior citizens, children, pregnant women and passengers with reduced mobility.
Inspection of Terminal Facilities
Officers must review seating in holding areas. They will check whether senior airline managers are present on site. They must also inspect the cleanliness of toilets and other terminal facilities, along with the deployment of housekeeping staff.
Baggage, Passenger Feedback and Control Rooms
DGCA directed officers to inspect pending baggage deliveries and any existing backlog. They must also speak directly with passengers to collect feedback on the support they received.
Teams will verify whether IndiGo’s dedicated help desks function properly. They will check if the airline and airport operator have active control rooms and effective grievance-handling systems.
Monitoring Passenger Alerts
The order instructs officers to review the timeliness of SMS, WhatsApp and email notifications sent to passengers about delays and cancellations.
Finally, DGCA asked them to coordinate with airport directors, airline station heads, CISF and airport operators for a complete and coordinated assessment.