Your Rights Are Legally Protected
In India, passenger rights are not just airline policy; they are the law. The Directorate General of Civil Aviation (DGCA) outlines these protections in a document called the Civil Aviation Requirements (CAR). The Ministry of Civil Aviation also provides
a simpler version known as the Passenger Charter. These rules apply to all airlines operating in India and are designed to ensure you are treated fairly during disruptions. The DGCA has even mandated that airlines must inform you of these rights via SMS or WhatsApp when you book a ticket, ensuring the information is accessible.
Rights During a Flight Delay
If your flight is delayed, your entitlements depend on the length of the wait. For delays of two to four hours, airlines are obligated to provide you with free meals and refreshments at the airport. If the delay extends beyond six hours for a domestic flight, you have the right to choose between a full refund or being rebooked on an alternative flight. Should a delay push your travel into the next day (for instance, a flight scheduled between 8 p.m. and 3 a.m. delayed by over six hours), the airline must provide you with free hotel accommodation and transport. It's important to note that while airlines must provide this care, monetary compensation is generally not offered for delays unless they lead to a cancellation or denied boarding scenario.
When a Flight Is Cancelled
If your flight is cancelled, the airline's obligations depend on when you are notified. If the airline informs you of the cancellation at least two weeks before departure, they must offer you an alternative flight or a full refund. If the notice period is less than two weeks but more than 24 hours before departure, they must arrange an alternative flight that departs within two hours of your original time, or provide a refund. For cancellations with little to no notice, you are entitled to a refund plus compensation ranging from ₹5,000 to ₹10,000 for domestic flights, depending on the flight's original duration. These rules do not apply if the cancellation is due to 'extraordinary circumstances' beyond the airline's control, like extreme weather or air traffic control restrictions, though they must still offer care like meals.
Denied Boarding Due to Overbooking
Airlines are legally permitted to overbook flights, which can lead to passengers being denied boarding even with a confirmed ticket. In this situation, the airline must first ask for volunteers to give up their seats in exchange for benefits. If you are involuntarily denied boarding, you are entitled to significant compensation. If the airline arranges an alternative flight that departs within 24 hours of your original booking, you are owed 200% of your one-way base fare plus fuel charge, capped at ₹10,000. If the alternative flight is more than 24 hours later, the compensation rises to 400% of the fare, capped at ₹20,000. If you choose not to take the alternate flight, you are entitled to a full refund in addition to this compensation.
How to Claim Your Entitlements
When a disruption occurs, your first step should always be to approach the airline's staff at the airport. Politely state the situation and your understanding of your rights under the DGCA passenger charter. If the ground staff are unable to resolve the issue, escalate the matter through the airline's official customer grievance portal. If you do not receive a satisfactory response, you can file a formal complaint through the government's AirSewa portal (airsewa.gov.in) or its mobile app. This platform is monitored by the DGCA and serves as an effective tool for escalating unresolved issues. For further disputes, passengers retain the right to approach consumer courts.
