The Foundation: Your Basic Rights
In India, passenger rights during flight disruptions are not just goodwill gestures from airlines; they are legal obligations. These rules are laid out by the Directorate General of Civil Aviation (DGCA) in a document called the Civil Aviation Requirements
(CAR). This charter applies to all airlines operating within, to, and from India, ensuring a baseline of protection for every traveller. Understanding these foundational rights is the first step to navigating a disruption with confidence.
When Your Flight Is Delayed
What an airline owes you during a delay depends on how long you have to wait. For delays of two hours or more, airlines are required to provide you with free meals and refreshments. If the delay is very long and stretches overnight (for instance, a flight scheduled between 8 p.m. and 3 a.m. that is delayed by over six hours), the airline must offer free hotel accommodation and transportation to get there. However, it's crucial to know that for delays, you are not entitled to cash compensation, only this 'right to care'.
When Your Flight Is Cancelled
If an airline cancels your flight, you are entitled to a choice: either an alternative flight or a full refund. You get to choose, not the airline. Financial compensation may also be due, depending on how much notice you were given. If you were informed of the cancellation less than two weeks before departure and not offered a suitable alternative, you could be owed between ₹5,000 and ₹10,000, depending on the flight's duration. If you show up at the airport only to find your flight is cancelled, the airline must also provide meals and refreshments.
The 'Extraordinary Circumstances' Exception
This is the most important part to understand to avoid overstating your rights. Airlines are not required to pay financial compensation for cancellations or delays caused by circumstances beyond their control. This is often called 'force majeure' and includes events like extreme weather, air traffic control restrictions, political instability, or security risks. However, even in these situations, the airline's 'duty of care' often still applies, meaning they should provide meals and, if necessary, hotel accommodation for long waits.
Denied Boarding: A Different Scenario
Being denied boarding on an overbooked flight, when you have a confirmed ticket and have arrived on time, is treated differently and has stronger protections. Airlines must first ask for volunteers to take a later flight in exchange for benefits. If you are involuntarily bumped, you are entitled to significant compensation — up to 400% of the one-way base fare, capped at ₹20,000, in addition to a refund or an alternative flight.
How to Claim Your Entitlements
Your first step should always be to talk to the airline staff at the airport. Ask for the reason for the disruption in writing if possible. If the issue isn't resolved, you can escalate your complaint through the official AirSewa portal or app, which is a government-run grievance redressal platform. When filing a complaint, include your PNR, flight details, and any documentation you have. You should insist on cash refunds and not be forced to accept vouchers.
