The DGCA Passenger Charter: Your Shield
Many travellers are unaware that their rights are protected by a specific set of rules called the Passenger Charter, enforced by the DGCA. These regulations, detailed in Civil Aviation Requirements (CAR), Section 3, Series M, Part IV, are not mere suggestions;
they are legally binding obligations for all airlines operating in India. They cover everything from last-minute cancellations and long delays to being denied boarding due to overbooking. Knowing these rules is the first step to ensuring you are not left stranded without support.
When Your Flight is Cancelled
If an airline cancels your flight, your rights depend on when you were notified. If the airline informs you less than two weeks before departure and up to 24 hours beforehand, it must offer you an alternate flight or a full refund, as you prefer. If the cancellation notice comes with less than 24 hours to go, you are entitled to compensation ranging from ₹5,000 to ₹10,000, depending on the flight's block time, in addition to a full refund. If you are already at the airport when you learn of the cancellation, the airline must also provide free meals and refreshments while you wait.
Navigating Flight Delays
For delays, specific time thresholds trigger airline obligations. If your flight is delayed by two to four hours, you are entitled to free meals and refreshments. If a domestic flight is delayed by more than six hours, the airline must offer you the option of a full refund or an alternative flight. For overnight delays, passengers are entitled to hotel accommodation and transport between the airport and the hotel. These care provisions are mandatory even if the delay is caused by factors beyond the airline's control, like bad weather.
Denied Boarding Due to Overbooking
Airlines are legally allowed to overbook flights, but if you are involuntarily denied boarding despite having a confirmed ticket and checking in on time, you are owed significant compensation. Airlines must first ask for volunteers to give up their seats. If there aren't enough volunteers, passengers who are bumped off are entitled to compensation. If the airline arranges an alternate flight arriving within one hour of your original flight, no compensation is due. However, for longer waits, compensation can be 200% to 400% of your one-way base fare plus fuel charge, capped at ₹20,000. This is in addition to either an alternative flight or a full refund of your ticket.
Exceptions: 'Extraordinary Circumstances'
It is crucial to understand that airlines are not required to pay monetary compensation for disruptions caused by 'extraordinary circumstances'. These are events beyond the airline's control, such as severe weather, natural disasters, political instability, air traffic control restrictions, or security risks. However, even in these situations, your right to care (meals, refreshments, and hotel accommodation for overnight delays) and your right to a refund or alternative flight in case of cancellation still apply. An airline cannot cite bad weather to refuse you a meal during a long delay.
How to Claim Your Dues
The claims process is a clear, multi-step ladder. First, you must always file a complaint directly with the airline's customer service. Keep meticulous records of everything: your ticket, boarding pass, any communication from the airline, and receipts for expenses. If the airline does not respond satisfactorily within 30 days, your next step is to escalate the matter by filing a grievance on the AirSewa portal (airsewa.gov.in) or its mobile app. This is the official grievance redressal platform of the Ministry of Civil Aviation. The service is free, and you will receive a unique reference number to track your complaint. For unresolved issues, you can approach a consumer court.
