When Your Flight is Cancelled
A last-minute cancellation can throw your entire schedule into disarray. Under India's Directorate General of Civil Aviation (DGCA) rules, what you're owed depends on when you were notified. If the airline informs you of a cancellation less than two weeks
before and up to 24 hours of the scheduled departure, it must offer an alternative flight or a full refund, as you prefer. If the notice is less than 24 hours, or if you were not informed at all, you are entitled to compensation in addition to a full refund if you decline the alternate flight. This compensation ranges from ₹5,000 to ₹10,000, depending on the block time of the flight. However, these compensation rules may 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 choice between a full refund or an alternate flight.
If You're Denied Boarding
Airlines in India are permitted to overbook flights, which can lead to passengers with confirmed tickets being denied boarding. If this happens to you involuntarily, you are protected. The airline must first ask for volunteers to give up their seats in exchange for benefits. If you are bumped off a flight against your will, you are entitled to significant compensation. If the airline arranges an alternate flight scheduled to depart within 24 hours of your original flight, you are owed compensation equal to 200% of your booked one-way base fare plus fuel charge, capped at ₹10,000. If the alternate flight is more than 24 hours later, or if you choose not to fly, the compensation rises to 400% of the fare, capped at ₹20,000, in addition to a full ticket refund.
During a Long Flight Delay
While flight delays do not trigger cash compensation in India, airlines have a duty of care. If your flight is delayed by more than two hours, the airline must provide you with free meals and refreshments. For longer delays, your rights increase. For overnight delays, typically defined as a delay of more than six hours for a flight scheduled between 8 p.m. and 3 a.m., the airline is obligated to provide free hotel accommodation and transport. Even if the delay is due to extraordinary circumstances like weather, the airline's duty to provide meals and hotel accommodation remains.
For Lost or Damaged Baggage
Discovering your baggage is lost, delayed, or damaged is a stressful end to a journey. In such cases, the airline's liability is defined by law. For domestic flights within India, the compensation is capped at ₹20,000 per passenger. For international flights, the Montreal Convention applies, offering a much higher liability limit of approximately 1,288 Special Drawing Rights (SDR), which translates to around ₹1.5 lakh. The first and most crucial step is to file a Property Irregularity Report (PIR) with the airline's counter at the arrival airport before you leave. This document is essential for processing any claim for compensation or reimbursement for essential items you had to purchase due to a delay.
Rights for Passengers with Disabilities
Indian regulations mandate that airlines cannot refuse to carry a person on the basis of disability or reduced mobility. Airlines are required to provide necessary assistance free of charge, from the departure terminal to the aircraft and from the aircraft to the arrival terminal exit. To ensure a smooth journey, it is best to inform the airline of your specific needs at least 48 hours before your flight. This allows them to arrange for services like wheelchair assistance or priority boarding. An airline can only deny boarding based on a disability if a doctor provides a written opinion that the passenger's health may deteriorate in-flight.
Getting Your Refund and Making a Complaint
When you are due a refund, the timeline depends on your payment method. For cash payments, the refund should be immediate. For card payments, the airline has up to seven working days. If you booked through a travel agent, the airline is now directly responsible for the refund, which should be processed within 14 working days. If an airline fails to honour your rights, the first step is to file a complaint directly with them. If you are not satisfied with the resolution, you can escalate the issue by lodging a grievance on the government's AirSewa portal, which is monitored by the DGCA.
