The Foundation: Your Passenger Rights
In India, your rights are protected by the Directorate General of Civil Aviation (DGCA). The key document is the Civil Aviation Requirement (CAR), Section 3, Series M, Part IV, often summarised in a friendlier Passenger Charter. These rules are not just
suggestions; they are legally binding obligations on all airlines operating in, to, and from India. They cover everything from delays and cancellations to being denied boarding because of overbooking. The core principle is that airlines have a duty of care and financial responsibility when they disrupt your travel plans, except in specific, unavoidable circumstances.
When Your Flight Is Delayed
The airline's obligations kick in after a delay of just two hours. While you aren't entitled to cash compensation for delays in India, the airline must provide care. For a delay of two hours or more, you must be offered free meals and refreshments. If the delay stretches to six hours or more, your options expand: the airline must offer you an alternative flight or a full refund of your ticket. Should the delay become an overnight affair (specifically, a delay of over six hours for flights scheduled between 8 p.m. and 3 a.m.), the airline is required to provide you with free hotel accommodation and transport to and from the airport.
If Your Flight Gets Cancelled
When an airline cancels your flight, your rights depend on how much notice you were given. If you're informed less than 24 hours before departure, the airline must offer you either an alternate flight or a full refund, plus financial compensation. This compensation can range from ₹5,000 to ₹10,000, depending on the flight's duration. If the notice is between 24 hours and two weeks, the airline must offer you an alternative flight. A full refund is your right if the airline cancels with more than two weeks' notice. Crucially, the choice between a refund and an alternative flight is yours to make, not the airline's.
The Overbooking Problem: Denied Boarding
Airlines sometimes sell more tickets than seats, leading to passengers being 'bumped' or denied boarding. If this happens to you involuntarily, you are entitled to significant compensation. Under DGCA rules, if the airline arranges an alternate flight that departs within 24 hours of your original one, you are entitled to compensation of 200% of your one-way base fare plus fuel charge, capped at ₹10,000. If the alternate flight is more than 24 hours later, or if you decline the alternate flight, the compensation doubles to 400% of the fare, capped at ₹20,000. This compensation is in addition to a full refund if you choose not to travel.
The 'Extraordinary Circumstances' Clause
There's an important exception to these rules: 'extraordinary circumstances'. These are situations outside an airline's control, such as severe weather, air traffic control restrictions, political instability, or security threats. In these cases, airlines are exempt from paying financial compensation for delays and cancellations. However, they are still obligated to provide care. This means that even during a delay caused by heavy rain, you are still entitled to meals, refreshments, and hotel accommodation for overnight waits. The airline must also offer you a refund or an alternative flight for a cancellation, even if it was caused by bad weather.
How to Claim What You're Owed
To claim your rights, start at the airport. Approach the airline's counter and calmly state what you are entitled to, whether it's a meal voucher, hotel stay, or information on an alternative flight. Document everything: take photos of the departure board, keep your boarding pass, and save all receipts for expenses incurred. If the airline doesn't provide a satisfactory resolution, file a formal complaint through the airline's official grievance channel. If you don't receive a response within 30 days, you can escalate your complaint to the DGCA's AirSewa portal for regulatory intervention. For refunds, DGCA mandates that airlines process them within 7 days for credit card payments and 14 working days for other methods, including tickets booked via travel agents.
