First Step: Confirm Your Flight's Status
Before making any decisions, you need the most current information. The first and most reliable place to check is directly with your airline. Most carriers, like IndiGo and Air India, have dedicated 'Flight Status' sections on their websites and mobile
apps. You can typically search using your PNR/booking reference or by the flight number and date. Airport websites and dedicated flight tracking apps like Adani One are also excellent resources, often providing real-time updates on arrivals, departures, gate changes, and delays for all carriers operating at that location. These platforms allow you to see the status of all flights, not just your own, which can be useful for assessing the broader situation at the airport.
Know Your Rights: The DGCA Passenger Charter
In India, passenger rights during disruptions are protected by the Directorate General of Civil Aviation (DGCA). The rules depend on the length of the delay and how much notice you were given for a cancellation. If your flight is delayed by two hours or more, airlines are required to provide you with free meals and refreshments appropriate for the waiting time. For very long delays, such as those over six hours or overnight, your rights expand significantly. If a domestic flight is delayed over six hours, the airline must offer you an alternative flight or a full refund. For overnight delays, they are also obligated to provide hotel accommodation and transfers. These rules apply even if the delay is due to circumstances beyond the airline's control, like weather or air traffic control issues, although cash compensation may not apply in those cases.
When Your Flight Is Cancelled
If an airline cancels your flight, your entitlements are even clearer. The key factor is timing. If you are informed of the cancellation less than two weeks before departure, the airline must offer you either an alternative flight or a full refund—the choice is yours. If the notice is given less than 24 hours before departure, you are entitled to a full refund plus additional financial compensation. This compensation ranges from ₹5,000 to ₹10,000, depending on the flight's block time. The airline is still required to offer you the choice between a refund or rebooking on the next available flight. If you're already at the airport when you learn of the cancellation, the airline must also provide meals and refreshments.
Contacting the Airline and Seeking Alternatives
Once you've confirmed the disruption, contact the airline immediately. The quickest way is often through their mobile app or website, where features like IndiGo's 'Plan B' allow you to rebook another flight or process a refund directly. If you need to speak with someone, try their customer service helpline, but be prepared for long waits during widespread disruptions. If you're at the airport, the airline's counter is another option. When you get through, clearly state your preference: rebooking on the next available flight (even on another carrier if necessary) or a full refund as per DGCA rules. While waiting, it's wise to research your own alternatives. Check other airlines, or consider different modes of transport like trains or buses, especially if your travel is time-sensitive and on a popular route. This gives you a backup plan in case the airline's proposed solution isn't suitable.
Documentation and Escalation
Throughout the process, keep meticulous records. Save your original booking confirmation, boarding pass, and any communications (SMS, email) from the airline regarding the delay or cancellation. If you incur extra costs for meals, transport, or accommodation, keep all the receipts. This documentation is crucial if you need to file a claim for compensation or a refund later. If the airline does not provide the assistance you are entitled to, your first step is to file a formal complaint directly with their customer service department. If the issue remains unresolved, you can escalate the complaint to the government's AirSewa portal, which is monitored by the DGCA.
