Know Your Rights Under DGCA Rules
India's Directorate General of Civil Aviation (DGCA) has a Passenger Charter that outlines what airlines must do for you. These rules, found in the Civil Aviation Requirements (CAR), are not optional gestures of goodwill; they are binding regulations.
The key factor determining your rights is how much notice the airline gives you before the cancellation. The rules cover everything from refunds and rebooking to meals and monetary compensation. These protections apply to all flights operating to, from, and within India, regardless of the airline's nationality. One important thing to note is that airlines are not obligated to pay monetary compensation if the cancellation is due to 'extraordinary circumstances' beyond their control, such as severe weather, political instability, or air traffic control restrictions. However, they may still be required to provide meals or accommodation.
Check the Notice Period
The airline's responsibility to you depends heavily on when they inform you of the cancellation. If the airline notifies you more than two weeks before your departure, they must offer you the choice of an alternate flight or a full refund. If the notice is given between two weeks and 24 hours before departure, the airline is required to offer an alternative flight or provide a full refund, as per your choice. The most significant protections kick in when you receive notice less than 24 hours before your scheduled departure. In this scenario, you are entitled to more than just a refund or a different flight.
Your Options: Refund, Rebooking, and Compensation
When your flight is cancelled, you have a choice: accept an alternative flight or request a full refund. The airline cannot force you to take one over the other. If you are informed of the cancellation with less than 24 hours' notice and choose a refund, you are also entitled to financial compensation. This compensation is based on the block time of your original flight. It can be up to ₹5,000 for flights under one hour, ₹7,500 for flights between one and two hours, and ₹10,000 for flights longer than two hours. If you were denied boarding due to overbooking, the compensation can be even higher, potentially up to ₹20,000. During any significant delay while waiting for an alternate flight, the airline must also provide you with free meals and refreshments. If the delay results in an overnight stay, free hotel accommodation and transfers are also mandatory.
The Refund Process and Timelines
If you opt for a refund, the DGCA has set clear timelines. For tickets paid for with a credit card, the airline must process the refund within seven working days. If you paid with cash, you should be refunded immediately at the airport. For bookings made through a travel agent or an online portal, the airline is responsible for ensuring the refund is processed within 14 working days. Airlines cannot blame the booking platform for delays; the ultimate responsibility lies with them. Don't be pressured into accepting a travel voucher instead of cash, as your right is to a monetary refund unless you willingly agree to a voucher.
How to Escalate a Complaint
If an airline fails to provide the mandated refund or compensation, you have a clear path for grievance redressal. The first step is to always lodge a formal complaint with the airline itself through its customer service channels. If the airline's response is unsatisfactory or you receive no reply, your next step is to file a grievance on the government's AirSewa portal (airsewa.gov.in) or through its mobile app. This platform, managed by the Ministry of Civil Aviation, formally logs your complaint and forwards it to the airline for resolution within a 30-day timeframe. Having records of your communication with the airline will strengthen your case. If the issue remains unresolved, you can escalate it further by approaching a consumer court.
