Confirm the Reason and Get it in Writing
Your first step is to approach the airline’s counter and ask for the official reason for the delay or cancellation. This is crucial because your rights to compensation often depend on whether the disruption was within the airline's control (like a technical
snag or crew shortage) or due to 'force majeure' events beyond their control (like extreme weather, political unrest, or air traffic control restrictions). While airlines are exempt from paying cash compensation for force majeure events, they are still obligated to provide meals, accommodation, or a refund. Ask the airline staff to provide the reason in writing, perhaps through an official email or a note on your boarding pass.
Know Your Rights Under DGCA Rules
India's Directorate General of Civil Aviation (DGCA) has a Passenger Charter that outlines what airlines must provide. You don't need to memorise it, but understanding the basics is empowering. For delays, the rules are straightforward: if a flight is delayed by 2 hours or more, you are entitled to free meals and refreshments. If the delay extends overnight (a wait of over 6 hours for flights scheduled between 8 p.m. and 3 a.m.), the airline must provide you with free hotel accommodation and transport. It is important to note that delays in India do not entitle you to cash compensation, but rather care and assistance from the airline.
Your Entitlements for Cancellations
Cancellations are treated more seriously. If your flight is cancelled without being informed at least two weeks in advance, the airline must offer you either an alternate flight or a full refund. If the airline informs you of the cancellation less than 24 hours before departure, or fails to inform you at all, you are entitled to a full refund and financial compensation. This compensation can range from ₹5,000 to ₹10,000, depending on the flight's block time. Similarly, if you are denied boarding due to overbooking, you are entitled to compensation up to ₹20,000, depending on the length of the delay for the alternate flight provided.
Communicate Clearly and Keep Records
Always communicate with the airline first. Whether at the airport counter or via their helpline, state your case calmly and clearly. If you are entitled to meals, accommodation, or an alternate flight, request it directly. Keep a detailed record of every interaction. Note down the names of the staff you speak to, the time of the conversation, and what was promised. Save all emails and text messages from the airline. These records are invaluable if you need to escalate your complaint. Also, keep all your receipts for any expenses you incur due to the disruption, like food or a taxi to a hotel.
How to Escalate a Complaint
If the airline fails to provide the entitlements you're owed, don't give up. The first step is to file a formal grievance with the airline's own customer service department. If you are unsatisfied with their response, or if they don't respond in a timely manner, you can escalate the issue through the government's AirSewa portal (airsewa.gov.in) or its mobile app. This platform is designed to handle passenger grievances and will forward your complaint to the airline's nodal officer for resolution, with the DGCA monitoring the process. You have up to two years to file a claim, but it's always best to do it as soon as possible.
