Your Rights Under the Passenger Charter
In India, air passenger rights are protected by a framework laid out by the Directorate General of Civil Aviation (DGCA). These rules, often summarised in the Passenger Charter, are legally binding for all airlines operating domestic and international
flights to and from India. They are not just goodwill gestures but obligations that airlines must fulfill. These regulations cover common travel disruptions like flight delays, sudden cancellations, and being denied boarding due to overbooking. Knowing these rules can make a significant difference, turning a potentially chaotic experience into a managed inconvenience with clear entitlements. In 2025, the DGCA even mandated that airlines must provide a link to this charter when you book your ticket, making it easier than ever for flyers to be informed.
When Your Flight Is Delayed
Flight delays are a common headache, but your rights kick in sooner than you might think. For any flight delayed by two hours or more, the airline is obligated to provide you with free meals and refreshments at the airport. It's important to note that Indian rules focus on care, not cash, for delays. This means you won't get monetary compensation for the delay itself, but the airline's duty to care for you increases with the waiting time. If a delay extends to six hours or more, particularly for flights scheduled between 8 p.m. and 3 a.m., the airline must offer you free hotel accommodation and transport. For domestic flights delayed by over six hours, you also have the right to choose between a full refund or an alternative flight.
If Your Flight Gets Cancelled
A flight cancellation can throw your plans into disarray, but the rules provide a clear path forward. What you are owed depends on when you are notified. If the airline informs you of the cancellation less than two weeks before departure and up to 24 hours before the scheduled time, it must offer you an alternate flight or a full refund, as you prefer. If you are informed less than 24 hours before departure, or if you learn about it at the airport, you are entitled to compensation in addition to a choice between a refund or rebooking. This compensation can be up to ₹10,000, depending on the block time of your original flight. However, these compensation rules do not apply if the cancellation is due to 'extraordinary circumstances' beyond the airline's control, like severe weather or political instability. Even in such cases, you are still entitled to a refund or an alternate flight.
Denied Boarding Due to Overbooking
Airlines are legally allowed to overbook flights, which can sometimes result in passengers with confirmed tickets being denied boarding. If this happens, the airline must first ask for volunteers to give up their seats in exchange for benefits. If you are involuntarily denied boarding, you are entitled to significant compensation. If the airline arranges an alternative flight that departs within 24 hours of your original flight, you are entitled to compensation of up to ₹10,000. If the alternate flight is more than 24 hours later, the compensation can go up to ₹20,000. This is in addition to being provided an alternate flight. If you choose not to take the alternate flight, you are owed a full refund on top of the compensation.
How to Claim Your Rights
Knowing your rights is the first step; claiming them is the next. Your first point of contact should always be the airline itself. You can approach their staff at the airport or use their official customer service channels. When a disruption occurs, the airline is required to give you a written notice of your rights concerning compensation and assistance. Keep all your documents, including your boarding pass, ticket, and any communication from the airline. If the airline does not resolve your issue satisfactorily, you can escalate the matter by filing a grievance on the government's AirSewa portal or app. This platform is monitored by the DGCA. For unresolved cases, you also have the right to approach consumer courts for redressal.
