Your Rights Under the DGCA
The Directorate General of Civil Aviation (DGCA) has established a 'Passenger Charter' that outlines the responsibilities of airlines during disruptions. These aren't just suggestions; they are legally binding regulations designed to protect flyers. The rules
cover situations like flight cancellations, significant delays, and being denied boarding due to overbooking. Knowing these entitlements can make a significant difference in navigating a stressful travel day, ensuring you receive either a refund, an alternate flight, or proper care.
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 generally entitled to choose between a full refund or an alternative flight. In addition to this choice, you may also be eligible for financial compensation ranging from ₹5,000 to ₹10,000, depending on the flight's duration. If the cancellation notice is given between 24 hours and two weeks before departure, the airline must offer an alternative flight or a refund, but compensation is not mandatory. For cancellations due to 'force majeure' events like extreme weather, airlines are exempt from paying compensation, but they must still offer a full refund or re-routing.
Navigating Long Delays
Delays don't entitle you to cash compensation in India, but they do entitle you to care. If your flight is delayed by more than two hours, the airline is obligated to provide you with free meals and refreshments. If the delay extends beyond six hours for a domestic flight, the airline must offer you the option of a full refund or an alternative flight. For delays that stretch overnight (often defined as a delay of more than six hours for flights scheduled between 8 p.m. and 3 a.m.), the airline must provide complimentary hotel accommodation and transfers between the airport and the hotel.
Denied Boarding from Overbooking
Airlines sometimes sell more seats than are available, leading to situations where passengers with confirmed tickets are denied boarding. If you are involuntarily bumped from a flight, the DGCA has strict rules for compensation. The airline must first ask for volunteers to give up their seats. If you are denied boarding against your will, the airline must arrange an alternative flight departing within one hour of your original flight's departure time. If they fail to do so, you are entitled to compensation. This can be up to 400% of your one-way base fare, capped at ₹20,000, in addition to a full refund if you choose not to travel.
Claiming Your Dues
To claim a refund or assistance, the first step is always to approach the airline staff at the airport counter or contact their customer service. It is crucial to keep all your documents, including your ticket, boarding pass, and any communication from the airline about the disruption. Note that recent DGCA rules, effective from March 2026, mandate quicker refund timelines; 7 days for credit card payments and 14 working days for bookings via agents. Airlines are also no longer allowed to default to providing a credit shell; they must get your consent. If the airline is unresponsive or fails to meet its obligations, you can escalate the issue by filing a grievance on the government's AirSewa portal or app.
