The Foundation: Your Passenger Charter
Every person flying to, from, or within India is protected by a set of rules laid out by the Ministry of Civil Aviation and enforced by the Directorate General of Civil Aviation (DGCA). These regulations, often summarised in a document called the Passenger
Charter, are not just suggestions; they are legally binding obligations for all airlines. This charter details what you are owed in cases of flight cancellation, significant delays, or if you are denied boarding. Airlines are required to provide a written notice of your rights during a disruption.
When Your Flight is Cancelled
If an airline cancels your flight, your rights depend on when you are notified. If you are informed between two weeks and 24 hours before departure, the airline must arrange an alternative flight or offer a full refund. The real entitlements kick in if the cancellation notice is very short. If the airline informs you less than 24 hours before departure, it must offer an alternative flight or provide a full refund plus financial compensation. This compensation can range from ₹5,000 to ₹10,000, depending on the flight's block time. However, this compensation may not apply if the cancellation is due to 'extraordinary circumstances' beyond the airline's control, like severe weather or political instability.
Surviving a Significant Delay
While you are not entitled to cash compensation for a delay in India, airlines have a duty of care. If your flight is delayed by more than two hours, you are entitled to free meals and refreshments at the airport. For longer delays, the assistance escalates. If a flight is delayed by more than six hours, passengers are entitled to be rebooked or to request a full refund if they no longer wish to travel. For overnight delays, specifically for flights scheduled to depart between 8 p.m. and 3 a.m. that are delayed by over six hours, the airline must provide free hotel accommodation and transfers.
Denied Boarding: Your Compensation Rights
Airlines in India are legally permitted to overbook flights. If more passengers show up than there are seats, the airline must first ask for volunteers to give up their seats in exchange for benefits. If you are involuntarily denied boarding despite having a confirmed ticket and checking in on time, you are entitled to significant compensation. If the airline arranges an alternate flight that departs within 24 hours, you are owed compensation equal to 200% of your booked one-way fare, capped at ₹10,000. If the alternate flight is more than 24 hours later, the compensation doubles to 400% of the fare, capped at ₹20,000. If you refuse the alternate flight, you are entitled to a full refund in addition to this compensation.
Claiming What You Are Owed
Knowing your rights is the first step; claiming them is the next. Your first point of contact should always be the airline's staff at the airport. Politely but firmly state your situation and the entitlements you are due. If the issue is not resolved, escalate it through the airline's official channels. If you are still unsatisfied, the next step is to file a grievance on the government's AirSewa portal (airsewa.gov.in) or its mobile app. This platform directs your complaint to a nodal officer for a time-bound resolution. You will receive a unique reference number to track your complaint's status. Keep all documents, including your ticket, boarding pass, and any receipts for expenses incurred.
