Your Rights Are Legally Protected
Many travellers are unaware that their rights are protected by law, not just airline policy. In India, the Directorate General of Civil Aviation (DGCA) has a detailed set of rules called the Civil Aviation Requirements (CAR) that airlines must follow.
These rules, often summarized in the Passenger Charter, cover everything from long delays and sudden cancellations to being denied boarding on an overbooked flight. These aren't optional gestures of goodwill; they are legal obligations. Understanding these regulations can be the difference between hours of frustration and receiving meals, a hotel stay, an alternate flight, or even cash compensation.
When Your Flight is Delayed
Indian rules for flight delays focus on care and assistance rather than direct cash compensation. If your flight is delayed, your entitlements increase with the length of the wait. For delays of two hours or more, the airline is required to provide you with free meals and refreshments. Should the delay extend to six hours or more for a domestic flight, you are entitled to choose between a full refund or an alternative flight. For overnight delays, especially for flights scheduled between 8 p.m. and 3 a.m. that are delayed by over six hours, the airline must provide you with free hotel accommodation and transport to and from the airport. It's important to note that while cash compensation isn't mandated for weather-related delays, the airline's duty to provide meals and hotel accommodation still applies.
If Your Flight is Cancelled
If an airline cancels your flight without giving you at least two weeks' notice, you are entitled to either an alternative flight or a full refund. The rules get more specific as the notice period shortens. If the airline informs you of a cancellation less than 24 hours before departure, you may be eligible for compensation in addition to a refund or re-routing. This compensation is linked to the flight's scheduled duration (block time), with amounts ranging from ₹5,000 to ₹10,000 for domestic flights. These compensation rules do not apply if the cancellation is due to 'extraordinary circumstances' beyond the airline's control, such as severe weather, political instability, or air traffic control restrictions.
Denied Boarding Due to Overbooking
Airlines sometimes sell more tickets than available seats, a practice known as overbooking. If a flight is overbooked, the airline must first ask for volunteers to give up their seats in exchange for benefits. If not enough volunteers come forward and you are involuntarily denied boarding despite having a confirmed ticket and arriving on time, you are entitled to significant compensation. If the airline arranges an alternate flight for you that departs within 24 hours of your original flight, the compensation is 200% of your booked one-way basic fare plus fuel charges, capped at ₹10,000. If the alternate flight is more than 24 hours later, the compensation is 400% of the fare, capped at ₹20,000. In addition, the airline must still provide meals and refreshments while you wait.
How to Claim What You're Owed
Knowing your rights is the first step; claiming them is the next. Always start by contacting the airline's ground staff or customer service. Politely but firmly state the situation and the entitlements you believe you are due under DGCA rules. Keep all your documents, including your boarding pass, ticket, and any receipts for expenses you incurred due to the disruption. If the airline fails to provide a satisfactory resolution, you can escalate the matter by filing a grievance on the DGCA's AirSewa portal. Many airlines also have a designated Nodal Officer and Appellate Authority to handle unresolved complaints.
