Air Passenger Rights comprise Regulatory Laws that support Air Passengers and provide protection and compensation when they face Flight disruptions or any deficiencies in Airline services. The Warsaw Convention and Montreal Protocol positively define Airline liabilities and compensations and In India, the Aircraft Rules 1937 and DGCA Regulations, particularly the Air Passenger Charter Act 2019 (CAR Series M, Section-3), legally secure and protect the Rights of Airline Passenger India.
To protect and endorse Airline Passengers' rights, fostering a fair and accountable Air Travel ecosystem. We empower and advocate for Air Passengers to voice their concerns and seek resolutions for improved services. We enhance and build Consumer confidence through empowerment, engagement, and education in collaboration with all stakeholders.
Transparent and passenger-centric Air Travel ecosystem, where Air Passengers’ rights are upheld, grievances are resolved, and service standards are constantly improved. We empower Air Passengers with knowledge and enable them to be informed about Rules & Regulations. Through appropriate advocacy and collaborations with industry stakeholders, AURGRF aims for a thriving, customer-oriented Aviation sector to benefit the traveling public and the Airline industry.
Airline Users Rights and Grievances Redressal Forum (AURGRF) is a national organization dedicated to Airline Passengers’ welfare through assistance & support for claiming their rights and providing appropriate guidance whenever their rights are infringed.
AURGRF serves as a platform to protect the rights of Air Passengers of India by ensuring that Air Passengers are treated fairly and their concerns are addressed promptly, which helps create a transparent and accountable system within the Airline Industry.
The forum provides a mechanism for passengers to lodge complaints and seek assistance for possible resolutions for their grievances. AURGRF offers a structured process for addressing Passenger complaints/grievances like, Flight delays, Cancellations, Baggage mishandling, Overbooking, Denied Boarding, and other concerns. This gives Passengers appropriate assistance and guidance to seek compensation or remedies for any inconveniences they face during their Air Travel.
By actively engaging with passengers, the Forum encourages Airlines to improve their customer service levels to the expectation of Air Passengers and provides feedback to Airlines by highlighting the areas where Airlines need to enhance their service standards to deliver better travel experiences.
The Forum is crucial in raising awareness among Air Passengers about their rights and entitlements by educating travellers about the Airline industry’s Rules & Regulations to ensure that Passengers are well-informed before, during, and after their Flights. This empowers Air Passengers to make decisions and take appropriate steps whenever necessary.
The Forum will try to influence policy changes and improvements in the Airline Industry by submitting suggestions and proposals to the appropriate authorities. By means of monitoring and following up with Passenger complaints, AURGRF will try to identify recurring Passenger issues, and thereby it can collaborate with regulatory bodies, Airlines, and other stakeholders in the industry to recommend reforms that enhance passenger rights, safety measures, and overall travel experience to support in shaping a more passenger-centric aviation sector.
With the assistance & guidance of AURGRF’s dedicated Grievance Redressal Forum, passengers can gain confidence in Air Travel as their concerns are heard and addressed, which will contribute to the overall growth of the aviation industry in India.
Airline Users Rights and Grievances Redressal Forum (AURGRF) is an association of Airline users in India. It acts as an appropriate platform for assistance and guidance for Air Passengers to voice their concerns/grievances and seek resolutions accordingly. AURGRF stands to promote Passenger rights and ensures accountability, thereby contributing to improving Airline services for the ultimate benefit of the Air Travel ecosystem in India.