Know Your Rights: The DGCA Passenger Charter
Every person flying within, to, or from India is protected by a set of rules laid out by the Directorate General of Civil Aviation (DGCA), India's aviation regulator. These rules are detailed in a document called the Passenger Charter, which legally requires
airlines to provide specific assistance during disruptions. This isn't about airline goodwill; it is the law. The charter covers everything from last-minute cancellations and long delays to being denied boarding because of overbooking. Recognizing that many passengers are unaware of these protections, the DGCA has even directed airlines to send a link to the charter when a ticket is booked.
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 and fails to arrange an alternate flight, you are entitled to a full refund. If the notice is less than 24 hours before departure, you are owed more. In this scenario, the airline must offer you a choice: a full refund of your ticket or an alternative flight. If you choose the refund, you are also entitled to financial compensation. This compensation can range from ₹5,000 to ₹10,000, depending on the block time of your original flight. The only exception is when cancellations are caused by 'extraordinary circumstances' beyond the airline's control, like severe weather or political instability. In such cases, while financial compensation isn't mandatory, the airline must still offer a refund or an alternate flight.
Dealing With a Long Flight Delay
While Indian regulations don't provide cash compensation for delays themselves, airlines have a clear 'duty of care'. If your flight is delayed by two hours or more, the airline is obligated to provide you with free meals and refreshments at the airport. This rule applies regardless of the reason for the delay, even if it's due to bad weather. If a delay extends significantly, your rights increase. For domestic flights delayed by more than six hours, you have the right to choose between waiting for the flight, accepting a re-routed flight, or demanding a full refund. For overnight delays, specifically for flights scheduled to depart between 8 p.m. and 3 a.m. that are delayed by more than six hours, the airline must provide you with free hotel accommodation and transport to and from the airport.
Denied Boarding Due to Overbooking
Airlines sometimes sell more tickets than available seats, a practice known as overbooking. If you have a confirmed ticket and arrived on time but are not allowed to board, you have been 'denied boarding'. In this situation, the airline must first ask for volunteers to give up their seats in exchange for benefits. If there aren't enough volunteers and you are denied boarding involuntarily, you are entitled to significant compensation. The airline must provide you with an alternate flight. If the new flight is scheduled within 24 hours of your original departure, you are owed compensation of up to 200% of your booked one-way fare, capped at ₹10,000. If the alternate flight is more than 24 hours later, or if you decline the alternate flight, the compensation rises to 400% of the base fare plus fuel surcharge, capped at ₹20,000. This compensation is in addition to a full refund of your ticket if you choose not to travel.
How to Claim Your Rights
Knowing your rights is the first step; claiming them is the next. If you face a disruption, first approach the airline's staff at the airport. Politely but firmly state the rules and what you are entitled to. Ask for the reason for the delay or cancellation in writing and save all your documents, including your boarding pass and any receipts for expenses. If the airline staff are unresponsive, your next step is to file a formal grievance. You should first use the airline's own complaint portal. If the issue isn't resolved within 30 days, escalate it to AirSewa, the official grievance redressal portal of the Ministry of Civil Aviation. You can file a complaint on the AirSewa website (airsewa.gov.in) or its mobile app, and the platform will track your complaint with the airline.
