'Deliver passengers' baggage within…': Regulator directs Air India, and 6 airlines to ensure on-time luggage delivery

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Air India, IndiGo, Akasa, SpiceJet, Vistara, Air India Express Connect, and Air India Express, BCAS has urged them to implement necessary measures to ensure the timely delivery of customer baggage. In an extensive survey conducted across the nation's six major airports, the BCAS scrutinised the operations of seven airlines and analysed over 3600 flight movements along with their baggage delivery processes.

As per regulations, "airlines are required to ensure the delivery of passengers' baggage within a timeframe of 10 to 30 minutes following the aircraft's engine shutdown." The directive came in response to concerns regarding the punctuality of baggage delivery and the receipt of complaints through social media and other windows that passengers are reported to have been victimized by late baggage delivery after landing at the airport, as outlined in the Service Quality Requirements of Operation, Management, and Delivery Agreement (OMDA). The Aviation Ministry, led by Jyotiraditya Scindia, BCAS, initiated a rigorous monitoring exercise in January 2024.

This exercise focused on tracking the time taken for baggage to arrive at designated belts in six major airports across the country. Even though performance has significantly improved since the evaluation began, none of the airlines have regularly fulfilled the required levels.

The urgency of handling and delivery is further underscored by the OMDA's requirement that the first luggage reach the conveyor belt within 10 minutes of the engine being shut off. At the moment, six significant airports are the focus of the monitoring activities.