CAAN Services

Civil Aviation Authority of Nepal (CAAN) Services / नेपाल नागरिक उड्डयन प्राधिकरण: Practical Citizen Guide

The primary responsibility for making Nepal’s aviation sector safe, reliable, and aligned with international standards lies with the “Civil Aviation Authority of Nepal” (CAAN). Many members of the public may see the Authority only as an administrative body, but in reality, it provides dozens of important services that directly affect passengers, citizens, aviation professionals, and institutional operators.

In this article, CAAN’s services are categorized into sections, with detailed, evidence-based information on service procedures, required documents, fees, and practical solutions to common issues.

This guide is prepared as a service manual, especially for aviation students, researchers, pilots, engineers, drone operators, and air passengers.

Services for the General Public and Air Passengers

Protecting passenger rights and interests is a priority for the Authority. To address difficulties faced during air travel, CAAN provides the following services.

Passenger Grievance Redressal

If an airline does not follow rules during air travel, passengers can file a complaint with the Authority.

Who it is for: Passengers who have purchased tickets and individuals affected by flight delays or cancellations

When to complain: If food/snacks are not provided during cancellations, if there is an issue with ticket refunds, if airport staff behavior is improper

Process:

1. Submit a written complaint to the airline’s Grievance Officer

2. If there is no hearing within 24 hours, contact the airport’s CAAN Help Desk

3. Fill out the Online Complaint Form available on the Authority’s website

Required evidence: Boarding pass, ticket photocopy, and correspondence with the airline

Lost/Damaged Baggage Support

Although airlines hold direct responsibility for baggage, the Authority monitors the implementation of rules related to passenger carriage by air.

Remedy: If an airline refuses compensation, the Authority’s Air Transport Division coordinates the matter. Since Nepal has ratified the Montreal Convention 1999, passengers on international flights have a legal right to compensation in line with its provisions.

Voluntary Safety Reporting

If you observe risky behavior at an airport or during a flight (for example, animals entering a runway, a pilot acting against rules, or negligence in airport security), informing the Authority is a responsible civic duty.

Confidentiality: The Authority follows a Non-punitive Policy and keeps the reporter’s identity confidential.

Services for Aviation Professionals

This section is focused on pilots, Aircraft Maintenance Engineers (AME), and Air Traffic Controllers (ATC).

Personnel Licensing (PEL): Issuance and Renewal

The Authority issues aviation personnel licenses in line with ICAO standards (ICAO Annex 1).

Types: PPL (Private Pilot License), CPL (Commercial Pilot License), ATPL (Airline Transport Pilot License), and AML (Aircraft Maintenance License)

Renewal steps:

1. Medical fitness: Health check by a CAAN-certified Aviation Medical Examiner (AME)

2. Proficiency check: Required flight hours and check-ride details

3. Revenue payment: Deposit service fees into the Authority’s revenue account (payment may also be possible via e-Sewa or ConnectIPS)

4. e-PEL portal: Submit documents online and visit the PEL Department for document verification

Processing time: 3 to 5 working days if documents are complete

Aviation Examinations

The Authority conducts regulatory examinations.

Examination syllabus: Subject-wise syllabi are available on the Authority’s website

Online system: Application forms must be submitted online, and candidates can view results immediately through their user ID

Rule note: If a student fails three times consecutively, there may be a rule restricting re-examination for a certain period, and this is updated according to official notices

Medical Certification

For aviation safety, a pilot’s health is critical.

Class 1 Medical: For commercial pilots and ATC

Class 2 Medical: For private pilots and cabin crew

Process: Testing must be completed through listed doctors designated by the Authority, and the report must be sent directly to the Aeromedical Division.

Services for Airlines and Organized Institutions

This is the business and policy-facing section, covering services from business establishment to safety audits.

Air Operator Certificate (AOC) Issuance

Any company must obtain an Air Operator Certificate before operating aircraft commercially.

Five-phase process:

1. Pre-application: Initial discussion between investors and the Authority

2. Formal application: Business plan and financial security guarantee

3. Document review: Review of safety manuals and maintenance directives

4. Inspection and demonstration: Demonstration of pilot and engineer competence, demo flight

5. Certification: AOC is issued only after successful completion of all steps

Fee note: This requires investment in the scale of crores and a bank guarantee. Detailed fees are stated in the Civil Aviation Regulation.

Aircraft Registration and Airworthiness

Every aircraft must have its own identification (Registration Mark, such as 9N-XXX).

Import Permit: A No Objection Certificate must be obtained before bringing an aircraft into Nepal

CoA (Certificate of Airworthiness): Proof of the aircraft’s technical health; annual renewal is mandatory

Aerodrome Use and Ground Handling

This includes the process to rent office space, counters, and hangars at airports, and the setting of quality standards for ground handling services (baggage load/unload).

Drone and Remotely Piloted Aircraft (RPAS) Services

Flying drones in Nepal is a legal process. Operating a drone without permission is treated as interference with aviation safety.

Drone Registration and Permission Process

As per the Government of Nepal’s “Drone-related Procedure, 2077” and the Authority’s rules:

Permissions by category:

• Under 2 kg (lower risk): For recreational use in public parks or sports areas below 400 feet, basic information and local permission

• Commercial: Mandatory permission for concerts, photography, or advertising

Process:

1. Security approval from the relevant CDO office

2. If in a tourist area, consent from the tourism department

3. Obtain Unmanned Aircraft Registration and a Flight Permit from the Authority

Permission fee: Depending on weight and purpose, it can range from 5,000 to 50,000

Identifying No-Fly Zones

Drone users should obtain official guidance from the Authority on restricted areas:

• Within 5 km around an airport runway center

• International border security zones

• Royal palace areas, Prime Minister’s residence, and military zones

• Religious heritage (heritage) areas

Digital Services and Access to Information (Digital Access)

The Authority has recently digitized many services.

AIP and NOTAM Services

AIP (Aeronautical Information Publication): A comprehensive publication containing Nepal’s aviation maps, routes, and airport details, also available online

NOTAM (Notice to Airmen): Digital notices of immediate changes affecting aviation safety (for example, weather or runway maintenance). Pilots must check this before flying.

Statistical Data Service

This is a valuable service for students, researchers, and media.

Service: Annual traffic reports, cargo details, and airport-wise passenger statistics
How to access: Download from the website’s Reports section, or request officially by emailing the Public Information Officer (PIO)

Fees, Charges, and Payment System (Fees and Payment)

All Authority services are fee-based (except complaints).

Payment channels: Designated branches of Rastriya Banijya Bank, or online systems (ConnectIPS)

Capital/service charges: For audits of large companies, fees may range from 10,000 to 500,000

General service charges: License verification may cost from 500 to 1,000

Note: Never lose the payment voucher/receipt, as it is the primary proof for refunds or service claims.

Practical Solutions to Common Public Problems 

Many service users get caught up with intermediaries (agents). Below are common problems and direct solutions (converted from the source table into structured lists):

Case 1

Problem: Application is pending (delay)

Action Plan: Check whether documents are incomplete or missing

Where to Go: Concerned division/department (PEL, Operations, etc.)

Case 2

Problem: Issue while paying revenue

Action Plan: Contact with the bank system record or the ConnectIPS receipt

Where to Go: Finance Division

Case 3

Problem: Foreign license validation

Action Plan: Ensure the foreign school’s letter and verification email

Where to Go: Flight Safety Department

Case 4

Problem: Corruption/irregularities

Action Plan: File a confidential complaint to the Commission for the Investigation of Abuse of Authority (CIAA) or the vigilance center

Where to Go: Administration Unit

Transparency, Discipline, and Anti-Corruption Policy

To improve transparency in service delivery, the Authority maintains a Citizen Charter. At the entrance or wall of each division, the service time and fees are displayed.

Be cautious of agents: In a technical sector like aviation, claims that an intermediary can “arrange” a license or make a failed person pass are completely false and misleading. Since processes are online and recorded in safety systems, it is not possible to bypass competence and eligibility.

Appeal mechanism: If any department of the Authority rejects your application, there is a legal provision to appeal to the Director General (DG) or the Board of Directors.

Suggestions and Feedback for Service Improvement

From time to time, the Authority organizes Public Hearings with stakeholders. If you want airport services improved or believe a new service should be added, you can submit an official suggestion to caan@caanepal.gov.np.

Conclusion and Note for Students/Researchers

The Authority is not only an institution that grants permission to operate aircraft. It is a broader ecosystem. Its services are strict and standard-based because, in aviation, even a small error can lead to disastrous outcomes.

For citizens who travel by air, rights and entitlements are central, while for professionals, responsibility is the core foundation of these services. Before seeking any service, develop the habit of reading official regulations and directives. If you are a PhD researcher or conducting academic study, you can use the Authority’s annual progress reports as primary sources, as they are evidence-based and reliable for historical statistics.

Appendices: Service Contact Details

Primary Address: Babarmahal, Kathmandu, Nepal

Phone Number: +977-1-4262387 / 4262518

Official Hours: 10:00–5:00 (up to 4:00 in winter), up to 3:00 on Fridays

Nearest Office: Tribhuvan International Airport Office (for operations)

Informational Disclaimer

This profile and service description is prepared for public information only and may change in the future based on new notices issued by the Authority or amendments to regulations. Before making any business or legal decision, readers are requested to reconfirm through the Authority’s official website or the Citizen Charter. The details mentioned here are not a substitute for professional advice.