Know Your Rights: The DGCA Passenger Charter
Before you do anything else, understand that your rights as an air passenger in India are protected by the Directorate General of Civil Aviation (DGCA). These rules, outlined in the Civil Aviation Requirements (CAR), are not just guidelines; they are legally
binding regulations that airlines must follow. This charter covers everything from flight delays and cancellations to denied boarding due to overbooking. The rules apply to all flights operating to, from, and within India, regardless of the airline's nationality. Familiarising yourself with this charter is the most powerful tool you have when facing a disruption.
When Your Flight is Delayed
A delay does not automatically entitle you to cash compensation in India. Instead, the DGCA mandates 'right to care'. If your flight is delayed by two to four hours, the airline must provide you with free meals and refreshments. If the delay extends further, your entitlements increase. For very long delays, such as those lasting over six hours or requiring an overnight stay, the airline is obligated to provide hotel accommodation and transport. It is crucial to note that even if the delay is due to factors beyond the airline's control, like bad weather, the duty to provide meals and accommodation still applies. Should a domestic flight be delayed by more than six hours, you have the right to opt for a full refund if you no longer wish to travel.
If Your Flight Gets Cancelled
When an airline cancels your flight, they must offer you two choices: an alternate flight or a full refund. Your eligibility for additional financial compensation depends on how much notice you were given. If the airline informs you of the cancellation less than two weeks before departure and fails to arrange an alternative flight, you are entitled to compensation. For cancellations announced less than 24 hours before the flight, you can receive compensation ranging from ₹5,000 to ₹10,000, depending on the flight's duration, in addition to a full refund or rebooking. If you are already at the airport when you learn of the cancellation, the airline must also provide meals and refreshments while you wait.
Denied Boarding: What Happens Next
Airlines sometimes sell more tickets than available seats, a practice known as overbooking. If you are involuntarily denied boarding on a flight you have a confirmed ticket for, you are entitled to significant compensation. Under DGCA rules, this can be up to 400% of the basic fare plus the fuel surcharge, capped at a maximum of ₹20,000. The airline must also offer you an alternative flight or a complete refund. To minimise your risk of being bumped, it's always a good idea to complete your web check-in as early as possible.
How to Claim and Escalate
The first step is always to contact the airline directly. Keep meticulous records of everything: your booking confirmation, PNR, any messages about the disruption, and receipts for expenses like food or transport. If the airline's customer service does not resolve your issue, your next step is to file a formal complaint on the government's AirSewa portal (airsewa.gov.in). This platform forwards your grievance directly to the airline's nodal officer and the DGCA, ensuring it is officially tracked. If you are still unsatisfied, you can approach a consumer commission, as failure to provide these services is considered a 'deficiency in service'.
The Role of Travel Insurance
While the DGCA provides a strong framework, it has limits. Compensation is not provided for disruptions caused by 'extraordinary circumstances' like political instability or severe weather. This is where travel insurance becomes a critical safety net. A good policy can cover non-refundable costs for hotels and activities if your trip is cancelled or interrupted for a covered reason. It can also reimburse you for expenses like meals and accommodation during delays not covered by the airline's obligations. Always read the policy details carefully to understand what is covered, especially concerning trip cancellations and delays.
