Verify the Disruption and Its Reason
The moment you learn of a delay or cancellation, your first step is to get clear, official information. Do not rely on airport rumours or information from fellow passengers. Approach the airline's counter or check their official app for the most accurate
status update. Ask for the reason for the disruption. This is crucial because your rights can differ if the cause is within the airline's control (like technical snags or crew scheduling) versus an 'extraordinary circumstance' like severe weather, political instability, or air traffic control restrictions. Airlines are not obligated to pay cash compensation for disruptions caused by these external factors. Always ask for the new estimated departure time to help you decide your next steps.
Know Your Rights During a Delay
In India, your rights during a delay are governed by the Directorate General of Civil Aviation (DGCA). While delays do not typically result in cash payouts, airlines have a duty of care. For domestic flights delayed by two hours or more, the airline must provide you with free meals and refreshments. If a delay extends to six hours or more, you have the right to choose between an alternate flight or a full refund on your ticket. For very long delays that require an overnight stay, the airline is obligated to provide free hotel accommodation and transport. This often applies to delays exceeding six hours for flights scheduled between 8 p.m. and 3 a.m.
Understand Cancellation Rules and Compensation
If your flight is cancelled, your entitlements depend on how much notice you were given. If the airline informs you more than two weeks in advance, they must offer you an alternate flight or a full refund, but no extra compensation is due. The situation changes significantly with short notice. If the cancellation is announced less than 24 hours before departure, you are entitled to a full refund or an alternative flight, plus financial compensation. This compensation can be up to ₹10,000, depending on the scheduled flight duration (block time). The airline must offer you a choice; they cannot simply leave you stranded after a refund.
Verify Your Options if Denied Boarding
Airlines sometimes sell more tickets than available seats, leading to overbooking. If you are involuntarily denied boarding despite having a confirmed ticket and checking in on time, you are entitled to significant compensation under DGCA rules. The airline must first ask for volunteers to give up their seats in exchange for benefits. If you are bumped off the flight against your will, the airline must arrange an alternative flight. If the new flight is within 24 hours of your original departure, you can receive compensation of up to 200% of your one-way base fare plus fuel surcharge. If the replacement flight is more than 24 hours later, this doubles to 400%, with a maximum payout of ₹20,000.
Document Everything and Escalate if Needed
In any disruption, meticulous record-keeping is your best tool. Keep your boarding pass, ticket confirmation, and any communication from the airline. If you incur expenses for meals, transport, or hotels that the airline should have covered, save all receipts. When you file a claim, start with the airline directly at their airport desk or through their official website. If your issue is not resolved satisfactorily, you can escalate the matter by filing a formal grievance on the Ministry of Civil Aviation’s AirSewa portal or mobile app. This creates an official record of your complaint that is visible to the regulatory authorities.
