The Law on Your Side: The DGCA Passenger Charter
Every person who buys a ticket to fly within, to, or from India is protected by a specific set of regulations laid out by the Directorate General of Civil Aviation (DGCA). These aren't just suggestions; they are legally binding rules called the Civil Aviation Requirements
(CAR), Section 3, Series M, Part IV. This document is the foundation of your rights, detailing exactly what airlines owe you when things go wrong. It covers everything from last-minute cancellations and long delays to being denied boarding because of overbooking. Knowing these rules can transform you from a helpless passenger into an empowered traveller who can confidently claim what is rightfully theirs.
When Your Flight Is Delayed
A delay is more than just an inconvenience; it triggers specific airline obligations. The key is the length of the delay. If your flight is delayed by two hours or more, the airline must provide you with free meals and refreshments. If the delay extends overnight (typically defined as a delay of over six hours for flights scheduled between 8 p.m. and 3 a.m.), the airline is required to provide you with hotel accommodation and transport to and from the airport. Importantly, some of these rights, like the duty of care, apply even if the delay is due to circumstances beyond the airline's control, such as bad weather. While you may not get cash compensation for weather-related issues, the airline must still provide meals and hotel stays.
Your Rights If a Flight Is Cancelled
When an airline cancels your flight, your rights depend on how much notice you were given. If you are informed of the cancellation less than two weeks before and up to 24 hours prior to departure, the airline must offer you an alternate flight. If the cancellation notice comes less than 24 hours before your flight, you are entitled to compensation ranging from ₹5,000 to ₹10,000, depending on the flight's duration. This financial compensation is in addition to a full refund of your ticket or being booked on an alternative flight. Airlines cannot force you to accept a travel voucher instead of a monetary refund; you have the right to insist on being refunded through your original mode of payment.
Denied Boarding: The Overbooking Problem
Airlines in India are legally permitted to overbook flights, which means selling more tickets than available seats. If you are involuntarily denied boarding on a flight for which you have a confirmed ticket, you are entitled to significant compensation. Airlines must first ask for volunteers to give up their seats in exchange for benefits. If not enough volunteers come forward, passengers who are bumped off are entitled to compensation of up to 400% of the one-way base fare plus fuel surcharge, with a maximum cap of ₹20,000. This is in addition to being provided with an alternate flight or a full refund.
How to Claim Your Dues
Knowing your rights is the first step; claiming them is the next. Always start by approaching the airline's staff at the airport. Keep all your documents, including your boarding pass, booking confirmation, and any receipts for expenses incurred. If the airline's ground staff are unhelpful, you must escalate the issue through the airline's official grievance channels. If you don't receive a satisfactory resolution within 30 days, you can file a formal complaint on the government's AirSewa portal (airsewa.gov.in) or its mobile app. This platform is monitored by the DGCA and is designed to ensure airlines are held accountable. Recent government initiatives aim to further strengthen this portal with AI to speed up complaint resolution.
