Your Rights: An Overview
In India, passenger rights during flight disruptions are not just airline policy; they are mandated by the Directorate General of Civil Aviation (DGCA). These regulations, outlined in a document called the Passenger Charter, apply to all airlines operating
domestic flights. Knowing these rules can be the difference between a miserable wait and receiving proper care and compensation. The rules cover everything from short delays and last-minute cancellations to being denied boarding due to overbooking. It’s important to remember that these are obligations, not optional gestures of goodwill from the airline.
When the Delay is a Few Hours
Even a relatively short delay triggers certain rights. If your flight is delayed by two hours or more, the airline is obligated to provide you with free meals and refreshments appropriate for the time of day. This rule applies regardless of the reason for the delay, even if it's due to bad weather. So, if an airline agent tells you that a weather delay exempts them from providing a meal voucher, know that this is incorrect. The 'extraordinary circumstances' clause only frees them from paying cash compensation, not from their duty to provide care.
For Significant Delays and Cancellations
When a delay stretches beyond six hours, your options expand significantly. At this point, the airline must offer you a choice: either an alternative flight or a full refund of your ticket. If a cancellation is announced with less than 24 hours' notice, passengers may be entitled to financial compensation ranging from ₹5,000 to ₹10,000, depending on the flight's duration, in addition to a refund or rebooking. For delays that stretch overnight (specifically for flights scheduled between 8 p.m. and 3 a.m. that are delayed by more than six hours), the airline must provide hotel accommodation and transfers between the airport and the hotel.
Denied Boarding Due to Overbooking
Airlines in India are legally allowed to overbook flights. If you are involuntarily denied boarding on a confirmed ticket because the flight is full, you are entitled to significant compensation. The airline must first ask for volunteers to give up their seats in exchange for benefits. If you are bumped against your will, compensation can be up to 400% of your one-way base fare plus fuel surcharge, capped at ₹20,000, depending on how long you have to wait for an alternate flight. This is in addition to a full refund if you choose not to travel, or a seat on the next available flight.
Understanding the Exceptions
It's crucial to know when these rules don't apply. Airlines are not required to pay monetary compensation for delays or cancellations caused by 'extraordinary circumstances' beyond their control. This includes events like severe weather, air traffic control congestion, security risks, or political instability. However, even in these force majeure situations, the airline's 'duty of care' remains. This means they are still required to provide you with meals, refreshments, and hotel accommodation for overnight waits as necessary.
How to Claim What You're Owed
To claim your entitlements, the first step is always to approach the airline staff at the airport. Politely but firmly state your understanding of the DGCA rules. If you are denied boarding, make sure to get a written statement from the airline. If the airline staff are uncooperative, document everything: keep your boarding pass, take photos of the departure board, and save all receipts for expenses incurred. If your issue isn't resolved, you can escalate the matter by filing a grievance on the government's AirSewa portal or app. This platform is designed specifically to handle passenger complaints.
