How to handle flight delays or cancellations

• Passengers can claim compensation for cancelled or delayed flights
• DGCA rules mandate meals, refunds, or hotel stays for many delays
• Keep all receipts and use airline apps to manage rebookings quickly

The dreaded notification: your flight is delayed or cancelled. A surge of stress is normal, but panic doesn't help. This practical guide will walk you through exactly what to do when your international travel plans are disrupted.

Before You Leave: Preparation is Key

The best way to handle a disruption is to be ready for one. Before you head to the airport, download your airline’s mobile app. It’s often the fastest way to get updates and even rebook yourself. Also, consider purchasing travel insurance. A good policy can reimburse you for non-refundable expenses like flights, hotels, and tours if your trip is cancelled or interrupted for a covered reason. This provides a financial safety net and peace of mind. Lastly, save all your booking confirmations, ticket numbers, and contact details for your airline in one easily accessible place, both digitally and as a hard copy.

At the Airport: Your First Moves

When you learn your flight is disrupted, take a deep breath and act methodically. Long queues at the customer service desk are common, so try a multi-pronged approach. While one person waits in line, have another contact the airline via their app or phone. Often, airline apps are the quickest route to rebooking on the next available flight. Keep all your documents handy, including your boarding pass and any notifications about the delay or cancellation. If the disruption means a long wait, check if your ticket or credit card offers lounge access for a more comfortable space.

Know Your Rights: The DGCA Passenger Charter

For flights to, from, or within India, the Directorate General of Civil Aviation (DGCA) has a Passenger Charter that outlines your rights. If your flight is significantly delayed, airlines are obligated to provide meals and refreshments. For delays stretching over six hours, you are typically entitled to an alternate flight or a full refund. If a delay becomes an overnight stay, the airline should provide hotel accommodation and transport. It's important to note that these rules generally apply to disruptions within the airline's control, not 'extraordinary circumstances' like extreme weather or air traffic control strikes.

Compensation for Cancellations

If an airline cancels your flight with less than two weeks' notice, you may be entitled to financial compensation in addition to a refund or rebooking. Under DGCA rules, this compensation can range from ₹5,000 to ₹10,000, or a percentage of your base fare, depending on the flight's block time and how much notice was given. For international flights, the Montreal Convention may also apply, which allows you to claim for damages resulting from a delay, though you often need to prove actual financial loss. Always keep meticulous records of extra expenses you incur, such as food, transport, or accommodation, as these will be vital for any claim.

Communicating Effectively With Airline Staff

While frustration is understandable, being polite and calm with airline staff is the most effective strategy. They are often dealing with hundreds of stressed passengers and are more likely to help someone who is courteous. Clearly state your situation and what you need, whether it's rebooking, a meal voucher, or information on your options. If you don't get a satisfactory resolution from the first person you speak with, politely ask to speak to a supervisor. If the issue remains unresolved, you can file a formal complaint with the airline and, if needed, escalate it to the government's AirSewa grievance portal.