The Rules of the Air: Your Shield Against Disruption
In India, passenger rights are not just airline policy; they are mandated by law. The Directorate General of Civil Aviation (DGCA) lays out these rules in a document called the Civil Aviation Requirements (CAR). Specifically, Section 3, Series M, Part
IV is the passenger's charter, detailing what airlines must provide in cases of denied boarding, flight cancellations, and significant delays. These regulations apply to all airlines operating in India, ensuring a standard of care and compensation for affected travellers. With over 14% of domestic flights facing delays in peak months, understanding these rules is more important than ever.
When Your Flight is Cancelled
If an airline cancels your flight, your rights depend on when you were notified. The airline must offer you a choice: either an alternate flight or a full refund. If you're informed of the cancellation less than 24 hours before departure, you are also entitled to financial compensation on top of the refund or rebooking. This compensation can range up to ₹10,000, depending on the scheduled flight duration. However, this financial compensation does not apply if the cancellation was caused by 'extraordinary circumstances' beyond the airline's control, such as severe weather or political instability.
Your Entitlements During a Long Delay
While cash compensation isn't typically offered for delays themselves, airlines have a clear 'duty of care'. For delays over two hours, the airline must provide you with free meals and refreshments. If a delay extends overnight, you are entitled to hotel accommodation and transport between the airport and the hotel. This duty of care applies even if the delay is due to extraordinary circumstances like bad weather. For domestic flights delayed by more than six hours, passengers must be offered the option of an alternative flight or a full refund.
Denied Boarding: Know Your Overbooking Rights
Airlines sometimes sell more tickets than available seats, a practice known as overbooking. If you are involuntarily denied boarding despite having a confirmed ticket and checking in on time, you are eligible for significant compensation. Airlines must first ask for volunteers to give up their seats. If none come forward, those bumped off are entitled to compensation of up to 400% of the one-way base fare plus fuel charge, capped at ₹20,000, in addition to a full refund or an alternate flight. The specific amount depends on how long you have to wait for the replacement flight.
How to Claim What You're Owed
Enforcing your rights requires a clear process. The first step is to always file a formal complaint directly with the airline, either at their airport help desk or via their online grievance portal. Keep all your documents, including your boarding pass and any communication from the airline about the disruption. If the airline does not resolve your issue satisfactorily, you can escalate the complaint to the DGCA's AirSewa portal (airsewa.gov.in). For unresolved claims, passengers also have the right to approach the Consumer Disputes Redressal Commission.
