DGCA Ordered to Ensure Accessible Travel Websites for Persons with Disabilities

The court in New Delhi has ordered the Directorate General of Civil Aviation (DGCA) to ensure that travel agents make their websites accessible to persons with disabilities, including those who are totally blind. The court also directed the DGCA to fine travel agents who fail to comply and submit an action-taken report.

In a significant move towards promoting accessibility for persons with disabilities (PwD) in the aviation sector, the court of the Chief Commissioner of Persons with Disabilities (CCPD) has issued a series of directives to the Directorate General of Civil Aviation (DGCA).

Inaccessible Websites Hinder Travel Autonomy

The court's intervention came in response to a complaint highlighting critical accessibility issues faced by PwD in the aviation sector. One of the primary concerns raised was the non-compliance of airline and travel agent websites with accessibility guidelines mandated by the DGCA's 2014 instructions. This lack of conformity poses a significant challenge for individuals with total blindness, who are unable to independently book tickets, severely limiting their travel autonomy.

Inadequate Awareness and Limited Online Options

Another issue brought to light by the complaint was the lack of awareness among call center and training staff regarding the assistance code required for passengers with disabilities. This oversight, coupled with limited options available in online reservation forms, creates additional barriers for PwD seeking necessary assistance.

Web Check-in Limitations for Passengers with Disabilities

The complainant also highlighted the limitations faced by passengers with disabilities in web check-in processes. Citing concerns related to emergency seat allocation, airlines currently do not allow PwD to check-in online. This restriction further complicates the travel experience for individuals with disabilities.

CCPD Directs DGCA to Take Decisive Action

In response to these concerns, CCPD Rajesh Aggarwal emphasized that these issues fall within the framework of the Rights of Persons with Disabilities Act and various judicial decisions. Recognizing the importance of accessibility, the CCPD directed the DGCA to take decisive action to address these challenges.

DGCA to Fine Non-Compliant Travel Agents and Airlines

The court instructed the DGCA to take strict measures against travel agents who fail to make their websites accessible. If travel agents continue to disregard accessibility guidelines, the DGCA is directed to prohibit them from selling air tickets in India. Additionally, the DGCA is required to impose fines on airlines and travel agents for non-compliance with its instructions.

Action Taken Report and Addressing Web Check-in Limitations

The CCPD has set a deadline of three months for the DGCA to submit an action taken report, detailing the steps taken to ensure accessibility for PwD in the aviation sector. Furthermore, the court has directed the aviation regulator to address web check-in limitations by allowing passengers with disabilities to indicate special assistance during booking, similar to the process for wheelchair reservations.

The court's directives represent a significant step towards creating a more inclusive and accessible aviation sector for persons with disabilities in India. By addressing the challenges faced by PwD in website accessibility, call center awareness, and web check-in processes, the DGCA can play a crucial role in ensuring equal travel opportunities for all.