Your Rights Under the DGCA Passenger Charter
In India, passenger rights during flight disruptions are not just a matter of airline courtesy; they are mandated by the Directorate General of Civil Aviation (DGCA). The rules, laid out in the Civil Aviation Requirements (CAR), Section 3, Series M, Part
IV, apply to all airlines operating within, to, and from India. This charter is your most powerful tool. The core principle is that if your flight is significantly delayed or cancelled for reasons within the airline's control, you are entitled to care and, in some cases, compensation. These are not optional gestures but legal obligations.
What Airlines Must Provide During a Delay
The DGCA has a tiered system for what airlines owe you, based on how long you have to wait. If your flight is delayed by 2 hours or more, the airline is required to provide you with free meals and refreshments at the airport. This applies regardless of the reason for the delay, including bad weather. If the delay extends to six hours or more for a domestic flight, your options expand significantly. The airline must offer you the choice of an alternative flight or a full refund of your ticket. For very long delays that stretch overnight (specifically, a delay of over 6 hours for flights scheduled between 8 PM and 3 AM), the airline must also provide free hotel accommodation along with transportation to and from the airport.
Cancellations vs. Delays: Know the Difference
The rules for cancellations are slightly different and often more favourable for the passenger. If your flight is cancelled without being informed at least two weeks in advance, the airline must offer you an alternate flight or a full refund. If you are informed between two weeks and 24 hours before departure, you are entitled to an alternate flight. Crucially, if you are not informed at least 24 hours before, or miss a connecting flight due to the cancellation, the airline must provide compensation on top of a full refund or re-booking. Compensation for cancellations can range from ₹5,000 to ₹10,000, depending on the flight's block time.
The 'Extraordinary Circumstances' Exception
Airlines are exempt from paying monetary compensation for disruptions caused by 'extraordinary circumstances'. These are events beyond the airline's control, such as severe weather, political instability, security risks, or air traffic control restrictions. However, this exception does not free them from their 'duty of care'. Even during a weather-related delay, the airline is still obligated to provide you with meals, refreshments, and hotel accommodation for overnight waits as per the standard rules. The waiver only applies to the cash compensation, not the services you're entitled to while you wait.
How to Claim What You Are Owed
If your flight is disrupted, the first step is always to contact the airline's ground staff at the airport. Politely but firmly state your entitlements based on the DGCA rules. Keep all your documents, including your boarding pass and any communication from the airline about the delay or cancellation. If the airline staff are unresponsive, you can escalate the issue. File a formal complaint through the airline's official grievance channel. If you don't receive a satisfactory resolution, you can lodge a complaint on the government's AirSewa portal or app. As a final resort, you can approach a consumer disputes redressal commission.
