Your Rights Under the Passenger Charter
The Directorate General of Civil Aviation (DGCA) has a framework of rules known as the Passenger Charter to protect flyers. These regulations outline the duties of airlines and the rights of passengers in cases of flight delays, cancellations, and denied
boarding. The rules apply to all flights operating to, from, and within India, regardless of the airline's nationality. Understanding these rules can help you claim what you are rightfully owed when things go wrong, transforming a helpless situation into a manageable one.
When Your Flight is Cancelled
An airline's responsibility for a cancelled flight depends heavily on how much notice you were given. If the airline informs you of a cancellation less than two weeks before, but more than 24 hours prior to, departure, it must offer you an alternate flight or a full refund, whichever you prefer. The situation changes if the notice is less than 24 hours. In this case, you are entitled to a full refund and additional financial compensation. This compensation is set between ₹5,000 and ₹10,000, depending on the flight's block time. If you are already at the airport and waiting for an alternate flight, the airline must also provide free meals and refreshments.
Navigating Lengthy Delays
For flight delays, cash compensation is not automatic in India. Instead, your rights are tied to the length of the delay and your flight's block time. If a delay is expected to last two hours or more, airlines are required to provide passengers with free meals and refreshments appropriate for the time of day. If a domestic flight is delayed by more than six hours, the airline must give you the option of an alternative flight or a complete refund. For overnight delays, specifically for flights scheduled between 8 p.m. and 3 a.m. that are delayed by over six hours, the airline must also provide hotel accommodation and transfers. However, these compensation rules generally do not apply if the delay is caused by extraordinary circumstances beyond the airline's control, such as severe weather or air traffic control issues.
What if You Are Denied Boarding?
Airlines sometimes overbook flights, leading to situations where passengers are denied boarding. The DGCA mandates that airlines 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 gets you to your destination within one hour of your original arrival time, no compensation is due. However, if the alternate flight arrives between one and 24 hours later, you are entitled to 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 offer, the compensation rises to 400% of the fare, capped at ₹20,000, in addition to a full refund of your ticket.
How to File a Complaint
If you believe your rights have been violated, the first step is to contact the airline directly, ideally at the airport help desk or via their official customer service email. If the airline's response is unsatisfactory or you receive no reply, you can escalate the issue through the government's AirSewa portal or mobile app. This platform allows you to file a formal grievance against an airline or airport, which is then monitored by the Ministry of Civil Aviation. To file a complaint, you will need your PNR number and other flight details. The platform tracks your complaint and ensures the airline is held accountable for a timely response. If this still fails, you can approach a consumer court.
