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India’s civil aviation regulator has introduced a structured grievance redressal system to strengthen passenger rights as well as accountability in the carriage of persons with disabilities and those with reduced mobility. Accordingly, airlines and airports will now be required to appoint nodal and appellate officers, enable online complaint registration, and issue a unique reference number for each case to ensure time-bound resolution. Under the revised Civil Aviation Requirement (CAR) issued by the Directorate General of Civil Aviation (DGCA), unresolved complaints may be escalated to statutory bodies, such as the Chief Commissioner for Persons with Disabilities. Revised CAR redefines ‘assistive device’, ensures personal wheelchair access The new framework came into effect on October 29, 2025, updating and replacing the 2022 version of the CAR, which was amended following several incidents involving passengers with disabilities. On its part, the regulator said the overhaul aims to establish a transparent, uniform mechanism for handling disability-related grievances and standardise accessibility standards across the aviation sector. Besides, the new regulation defines “assistive device” and allows passengers to carry personal battery-operated wheelchairs. The updated CAR also mandates airlines and airport operators to ensure barrier-free infrastructure, inclusive services, and non-discriminatory assistance throughout the travel process. Furthermore, airlines are required to accept medical certificates and special assistance documentation across connecting flights under the same PNR to avoid repeated verification. Additionally, airlines are barred from denying boarding to passengers on the grounds of disability or health condition unless a qualified doctor certifies them as unfit to fly. In such cases, the airline must provide the reason for denial in writing and communicate it directly to the passenger. The revised CAR further makes disability sensitisation training mandatory for all airline and airport personnel, including ground handling agents, cabin crew, and security staff. Airports to offer ramps, signage, ambulifts and low-floor buses Meanwhile, airport operators are mandated to ensure accessible design across terminals with ramps, signage, restrooms, low-floor buses, and ambulifts or towable ramps for boarding and deboarding. They must also deploy dedicated staff at drop-off points and inside terminals to coordinate assistance for passengers with reduced mobility. Published on October 31, 2025
