When Your Flight is Cancelled
If an airline cancels your flight, your rights depend on when you are notified. If the airline informs you less than 24 hours before departure, you are entitled to a choice between a full refund or an alternative flight. In addition, you are owed financial
compensation. This compensation ranges from ₹5,000 to ₹10,000, depending on the duration of the original flight. If the notice period is between 24 hours and two weeks, the airline must offer an alternative flight or a full refund, but no extra compensation is mandated. A key point for passengers is that the choice between a refund and another flight is yours, not the airline's. You are not obligated to accept a credit voucher if you prefer your money back. Refunds must be processed within 7 days for credit card payments and 14 working days for cash or agent bookings.
Facing a Long Delay
Flight delays do not typically entitle you to cash compensation in India, but they do trigger the airline's 'duty of care'. Under DGCA rules, if your flight is delayed by two hours or more, the airline must provide you with free meals and refreshments at the airport. This rule applies regardless of the reason for the delay, including bad weather or air traffic control issues, which are considered 'force majeure' events. While airlines are exempt from paying financial compensation for these unavoidable disruptions, they are not exempt from providing care to stranded passengers. If a delay stretches beyond six hours, you have the right to ask for a full refund if you decide not to travel or to be placed on an alternative flight.
Overnight Delays and Hotel Stays
When a flight delay becomes an overnight ordeal, your rights expand significantly. If your flight is delayed for more than six hours and is scheduled to depart between 8 p.m. and 3 a.m., the airline is obligated to provide you with free hotel accommodation. This also includes complimentary transportation between the airport and the hotel. This provision ensures that you are not left stranded at the airport without a place to rest. Like the provision for meals, this right to accommodation applies even in cases of force majeure events like severe weather. Always confirm with the airline staff at the airport before making your own arrangements, as they are responsible for providing these facilities.
Denied Boarding Due to Overbooking
Airlines in India are legally permitted to overbook flights, which can lead to passengers being denied boarding even with a confirmed ticket. In this scenario, 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 one hour of your original flight, no compensation is due. However, if the replacement flight is scheduled to depart more than an hour later, you are entitled to compensation. The amount can be up to 400% of the one-way base fare plus fuel charge, capped at ₹20,000, depending on how long you have to wait for the new flight. This is in addition to a full refund if you choose not to travel.
How to Claim Your Dues
Knowing your rights is the first step; claiming them is the next. Always start by approaching the airline's staff at the airport. Keep all documents handy, including your boarding pass, ticket, and any communication from the airline regarding the disruption. If the issue isn't resolved on the spot, file a formal complaint through the airline's official grievance channel on their website. If you do not receive a satisfactory response within 30 days, you can escalate the matter by filing a complaint on the government's AirSewa portal (airsewa.gov.in) or its mobile app. This platform directs your grievance to the DGCA for regulatory oversight and resolution.
