Know the DGCA Passenger Charter
The foundation of your rights as an air traveller in India is the Passenger Charter, issued by the Ministry of Civil Aviation and enforced by the Directorate General of Civil Aviation (DGCA). These rules, formally known as the Civil Aviation Requirements
(CAR), are legally binding for all airlines operating to, from, and within India. They cover situations like flight delays, sudden cancellations, and being denied boarding due to overbooking. The charter outlines the airline's obligations regarding meals, hotel stays, alternative flights, refunds, and financial compensation. It's crucial to understand that these are not goodwill gestures but legal requirements.
Immediate Steps When Your Flight Is Disrupted
The moment you learn of a significant delay or cancellation, your first action should be to approach the airline's counter at the airport. Ask for clear, written information about the reason for the disruption and the expected duration. Airlines are required to provide a written notice spelling out the rules for compensation and assistance. Keep your boarding pass, booking confirmation, and any communication from the airline. It's also wise to take screenshots of cancellation messages and document your expenses for food or transport, as these will be vital if you need to file a claim later.
Delay vs. Cancellation: What Are You Owed?
The airline's obligations differ for delays and cancellations. For delays, cash compensation is generally not provided in India. However, airlines must offer free meals and refreshments if your flight is delayed by two hours or more, depending on the flight's duration. If a domestic flight is delayed by over six hours, the airline must offer you the option of an alternative flight or a full refund. For overnight delays, such as those lasting six hours or more for flights scheduled between 8 p.m. and 3 a.m., passengers are entitled to free hotel accommodation and transport. For cancellations announced with less than 24 hours' notice, passengers are entitled to a full refund and financial compensation. This compensation can range from ₹5,000 to ₹10,000, depending on the flight's block time. If denied boarding due to overbooking, the compensation can go up to ₹20,000.
Getting Your Refund in Time
If you are eligible for a refund, the DGCA has set clear timelines. For tickets paid for with a credit card, the airline must process the refund within seven days. If you booked through a travel agent or an online portal, the airline is responsible for ensuring the refund reaches you within 14 working days. If you paid in cash at the airport, you should receive the refund immediately. Airlines cannot force you to accept travel vouchers instead of a monetary refund.
When Airlines Are Not Required to Pay
Airlines are exempt from paying financial compensation for disruptions caused by "extraordinary circumstances" beyond their control. This includes events like extreme weather, political instability, security risks, or air traffic control restrictions. However, even in these situations, the airline's 'duty of care' obligations remain. They are still required to provide you with meals, refreshments, and hotel accommodation during long or overnight delays. The exemption only applies to the cash compensation component.
How to Escalate a Complaint
If you feel the airline is not honouring your rights, the first step is always to file a complaint directly with the airline's customer service or grievance officer. If your issue remains unresolved, you can escalate it through the government's AirSewa portal (airsewa.gov.in) or mobile app. This platform acts as an intermediary, forwarding your complaint to the airline and allowing the DGCA to monitor the response. You will need to provide your PNR, flight details, and any supporting documents. For unresolved issues, passengers can also approach a consumer court, as failure to provide services is considered a 'deficiency of service'.
