Lok Sabha Question No. 4620 (UNSTARRED), answered on 2025-08-21
Subject: Air Travel Protocols
Ministry: CIVIL AVIATION
Asked by: Shri Vijayakumar Alias Vijay Vasanth

## GOVERNMENT OF INDIA MINISTRY OF CIVIL AVIATION

## LOK SABHA UNSTARRED QUESTION NO. : 4620

( TO BE ANSWERED ON THE  21st August 2025 )

## AIR TRAVEL PROTOCOLS

## 4620.    SHRI VIJAYAKUMAR ALIAS VIJAY VASANTH Will the Minister of CIVIL AVIATION

be pleased to state:-

- (a)  the  obligations  of  airlines  under  Indian  aviation  regulations  in  ensuring  the  physical safety, mental well-being and dignity of all passengers while on board;
- (b)  the  standard  protocols  to  be  followed  by  airlines  in  case  a  passenger  exhibits  signs  of medical or psychological distress during boarding, taxiing or while in flight;
- (c) whether airlines are mandated to train cabin crew in identifying and responding to mental health emergencies or panic attacks during flights, if so, the details thereof and if not, the plan of the Government to mandate such training in the future;
- (d)  the  current  Standard  Operating  Procedures  (SOPs)  in  place  for  managing  in-flight incidents involving agitated or distressed passengers and whether these SOPs are reviewed regularly;
- (e) whether any mechanisms are in place to ensure that passengers experiencing a medical or emotional crisis receive proper assistance rather than being treated solely as security threats or subjected to mistreatment and if so, the details thereof; and
- (f) the disciplinary or legal procedures currently followed by airlines when passengers engage in verbal or physical altercations during flights?

## ANSWER

## Minister  of  State  in  the  Ministry  of  CIVIL  AVIATION            (Shri  Murlidhar Mohol)

(a) to (f) : DGCA has issued Civil Aviation Requirements (CAR)  Section 7, Series M, Part I, cabin crew are required to be trained in aspects related to cabin safety and first aid. Further, the Safety and Emergency Procedures (SEP) Manual, as accepted by DGCA, lays down the detailed actions to be taken by cabin crew in case of first aid situations and emergencies on board.

Indian aviation regulations place significant emphasis on ensuring the physical safety, mental well-being, and dignity of all passengers on board flights. Crew members are trained to take charge, alert colleagues, and inform the Captain when a passenger is in distress. The response is based on the situation's urgency and flight phase. Crew assesses the patient's condition and provides first aid if needed. The crew can request assistance from any medical professionals on board via public announcement. Onboard medical and emergency equipment, including oxygen and  Automated External Defibrillators(AEDs), are used as needed.

;

Also, as per DGCA CAR Section 3 Series M Part VI titled "Handling of unruly passengers" in order to prevent discomfort to other passengers and crew members, unlawful or disruptive behavior  on  board  the  aircraft  may  interfere  with  or  hinder  the  crew  members'  ability  to perform their duties, endanger the safety of the aircraft, the people and property on board, or the good order and discipline on board.;

In  line  with  the  DGCA  Civil  Aviation  Requirements  (CAR),  airline  ensures  that  staff  are trained to identify early signs of potential unruly behavior and make every effort to defuse situations  through  verbal  communication  and,  if  necessary,  written  notices.  At  all  times, airline crew is expected to act courteously and uphold passenger rights.

Unruly  behavior  is  categorized  into  three  levels  based  on  severity,  and  as  per  CAR guidelines,  an  Internal  Committee  evaluates  such  incidents  to  determine  appropriate  flying ban. The duration of such bans varies as per the level of misconduct.

******