The number of air passengers in India has been growing at unprecedented rates during the last three or four years. Annual growth rates of 46% have been noted even on major routes, and there is little indication of a slowdown. Annual growth rates of 20-25% for domestic traffic over the next five years are not unrealistic. These impressive figures are being achieved through dynamic, market-driven business initiatives and new regulations.

Thanks to them, new airlines are starting up and old ones merging. Airports are being expanded or new ones built, some with government funding and others with private money. And now, even the possibility of an independent air navigation system, albeit under government control, is being examined. Ironically, though, among all these new laws, there is nothing that will ensure protection to air passengers from the predations of service providers and ensuring them a modicum of service quality.

All of us recall with horror recent experiences of passengers who had to wait more than four hours aboard an aircraft on the tarmac before it was cleared for departure. Indeed, Indian air travellers have to put up with all manner of inconveniences and service shortfalls: circling overhead for extended periods of time while their flight awaits landing clearance; being denied boarding despite holding confirmed tickets; passengers with special needs or reduced mobility being refused boarding; rude and unhelpful airline staff; and cleanliness in terminals, especially in toilets and service areas, leaving much to be desired.

Surely, it is time for laws and procedures that enforce passenger rights. Such customer protection laws exist in the EU and US, and are pointers in the direction of how the rights of Indian passengers can be protected. Two actions are critical to giving an impetus to improving services to passengers. The first is drawing up a declaration of policy?or, a charter?by each airline, airport operator and agency that provides services and the enforcement of regulations at airports of the commitments that they make in ensuring quality of service to passengers. Such a declaration of policy must be required by law. The performance levels of each service, which is clear and measurable, must follow from the charter.

Secondly, a reporting and monitoring procedure by a body other than the airlines, airports or other service providers concerned has to be implemented. The proposed Airport Economic Regulatory Authority (AERA) can do only part of this job but will not cover the entire gamut of services in the aviation industry. The AERA is unlikely to monitor airlines, or low volume airports or other service providers. Though most airlines/airports use complaints as the basis on which to improve their services, experience shows that some do not. Therefore, the possibility of monitoring passenger complaints by an organisation independent of the service provider ought to be considered.

The US department of transportation?s aviation consumer protection division is an admirable example in this direction. As a corollary, very few of the large number of new customers and passengers travelling by air in India are even aware of how and to whom they should write with their grievances and suggestions.

A suggestion book at the airports is a partial solution; a template of how to satisfactorily register grievances needs to be provided. It is time now for the ministry of civil aviation, which has provided an environment for the phenomenal growth in air traffic, to now push for the protection of the interests of final consumers?the air passengers themselves.

?The writer is an airport planning & management expert