First Steps: What to Do Immediately
The moment you learn of a cancellation, your first move should be to the airline counter. While it's tempting to rebook on your phone, speaking directly with staff is key. Ask for the reason for the cancellation in writing—this can be a note on your ticket
or an official printout. This documentation is vital. Simultaneously, collect all your documents: your original boarding pass (even if it's digital), booking confirmation email, and any SMS or email notifications from the airline about the cancellation. These pieces of evidence will form the backbone of any claim you make later. Stay calm but firm, and don't leave the counter until you have a clear understanding of the airline's proposed solution.
The Reason Matters: Airline Fault vs. External Factors
Your entitlement to financial compensation hinges on why the flight was cancelled. India's Directorate General of Civil Aviation (DGCA) rules distinguish between cancellations within the airline's control (like technical snags, crew scheduling issues, or overbooking) and 'extraordinary circumstances'. The latter includes events like severe weather, air traffic control restrictions, political instability, or security threats. If the cancellation is due to an extraordinary circumstance, the airline is not required to pay you monetary compensation. However—and this is a critical point—they are still obligated to provide other forms of care, like meals or an alternate flight.
Your Core Choice: A New Flight or a Full Refund
When an airline cancels your flight without sufficient notice, the power is in your hands. According to DGCA regulations, you are entitled to choose between two main options. First, you can request to be re-accommodated on an alternative flight to your destination at no extra cost. Second, you have the right to a full refund of your ticket fare. The airline must offer you this choice; they cannot force you to accept a travel voucher unless you willingly agree. For tickets bought with a credit card, the refund should be processed within 7 days; for cash or agent bookings, it can take longer.
Financial Compensation: When You Are Owed Money
If the airline cancels your flight with less than two weeks' notice and fails to arrange a suitable alternative, you may be eligible for financial compensation on top of your refund or rebooking. The compensation amount under DGCA rules is based on the block time of the flight. It generally ranges from ₹5,000 to ₹10,000 for domestic flights. For example, for a flight with a block time up to one hour, the compensation is ₹5,000; for flights between one and two hours, it's ₹7,500; and for flights over two hours, it's ₹10,000. This compensation is mandatory when the cancellation is the airline's fault.
The Right to Care: Meals and Accommodation
Even if you aren't eligible for cash compensation due to a weather-related cancellation, the airline still has a 'duty of care'. If you're stranded at the airport waiting for an alternative flight, the airline must provide you with free meals and refreshments, with the specifics depending on your waiting time. Typically, this applies after a delay of two hours or more. Should your rebooked flight result in an overnight stay, the airline is also responsible for providing hotel accommodation and transfers between the airport and the hotel. These entitlements apply regardless of the reason for the disruption.
Filing a Complaint and Escalating Your Claim
If the airline staff are unhelpful or you feel your rights are being ignored, you have a clear path for redressal. The first step is to file a formal complaint directly with the airline through their website or customer service portal. If you don't receive a satisfactory response within 30 days, you can escalate the issue. The government's AirSewa portal and mobile app are designed specifically for this purpose, allowing you to file a grievance directly with the DGCA. Keep all your documentation handy, as you will need it to support your case. The final resort is to approach a consumer court.
