There is a rising tide of frustration among travellers in Nepal regarding the systemic lack of accountability within domestic airlines. A growing number of passengers report missing critical international connections due to unpredictable schedules and service failures—issues that are often met with indifference rather than solutions.

The Core of the Issue

For travellers flying from regional hubs such as Pokhara, Biratnagar, or Bhairahawa to Kathmandu, the domestic leg of the journey has become the most stressful part of international travel. The crisis stems from three major issues:

  • Frequent Delays and Cancellations: Flights are often disrupted at the last minute. While weather conditions are sometimes a legitimate factor, many delays are attributed to vague “technical reasons” or operational mismanagement.
  • Communication Breakdowns: Airlines frequently fail to provide timely updates, leaving passengers stranded at provincial terminals without clear information or guidance.
  • The Connecting Flight Nightmare: Unlike international carriers with interline agreements, Nepal’s domestic airlines operate on a point-to-point basis. If a domestic delay causes a passenger to miss an international flight, the airline typically denies all financial responsibility.

The “Blame the Passenger” Culture

Beyond logistical failures, there appears to be a troubling lack of empathy from airline personnel. A common complaint among travellers is that when they inform staff about urgent international connections, the response is often dismissive or confrontational rather than supportive.

My Experience in Bhairahawa

This culture of deflection was recently highlighted during my encounter with airport staff from Buddha Air in Bhairahawa. When I raised concerns about a delay affecting my international connection, instead of offering assistance or prioritizing affected passengers, the staff shifted the blame onto me.

The response was as unprofessional as it was revealing:

“If you had an international flight to catch, why did you book this domestic ticket in the first place?”

This “victim-blaming” attitude suggests that passengers are somehow at fault for trusting the airline’s advertised schedule. More importantly, it reveals a deeper issue: a refusal to acknowledge that a domestic ticket is often a critical link in a larger global journey.

Why Accountability Is Missing

Much of the frustration stems from what passengers perceive as indifference toward their time, finances, and travel commitments.

  1. Limited Compensation Policies: Current regulations do not impose meaningful penalties on airlines for operational failures that result in significant passenger losses.
  2. Monopolistic Tendencies: On certain routes, limited competition reduces the incentive for airlines to improve customer service and operational reliability.
  3. Operational Constraints: While congestion at Tribhuvan International Airport is a genuine challenge, many passengers feel it has become a blanket excuse for broader inefficiencies.

The Financial and Emotional Toll

Missing an international flight involves far more than the cost of a missed ticket. It often triggers a domino effect of financial, legal, and emotional hardship:

  • Rebooking Fees: Last-minute international tickets can cost several times the original fare.
  • Visa and Legal Complications: Travelers may face issues related to expiring visas, missed embassy appointments, or immigration deadlines.
  • Mental Exhaustion: The stress of being stranded in transit without proper assistance can be overwhelming.

Moving Forward: A Call for Regulation

To restore public trust, the Civil Aviation Authority of Nepal (CAAN) must implement stronger consumer protection measures. Key recommendations include:

  • Mandatory Compensation: Airlines should compensate passengers when controllable delays result in missed international connections.
  • Standardized Service Training: Ground staff at regional airports, including Bhairahawa, should receive mandatory training in empathy, communication, and crisis management.
  • Passenger Rights Charters: Clearly defined passenger rights should be displayed at every check-in counter and airport terminal.

While Nepal’s geography undoubtedly makes aviation challenging, the growing culture of unaccountability is ultimately a human and institutional failure. Domestic airlines must recognize that they are not merely transporting passengers between cities—they are responsible for the first leg of many journeys to the world.

Writen by :- Sandip Jnawali