First Steps: What to Do Immediately
The moment you learn your flight is cancelled, the first step is to stay calm and head to the airline’s counter at the airport. If you're not at the airport, find the airline's customer service number or use their official app. Keep your ticket, PNR number,
and government-issued ID handy. It is crucial to get information directly from the airline about what has happened and what your immediate options are. Ask the airline staff for written confirmation of the cancellation and the reason for it. This documentation can be vital if you need to file a complaint or claim compensation later. Also, be sure to keep all receipts for any expenses you incur, such as food, water, or transportation, as you may be entitled to reimbursement.
Your Core Choice: Refund or Alternate Flight
When an airline cancels a flight, the power shifts to you. According to India's Directorate General of Civil Aviation (DGCA), the airline must offer you a choice: a full refund of your ticket fare or an alternate flight to your destination at no additional cost. This choice is entirely yours, and the airline cannot force you to accept one over the other. If you opt for a refund, the airline is obligated to process it promptly. For payments made by credit card, the refund should be processed within seven days, while for cash payments, it should be done within 20 working days. If you choose an alternate flight, the airline must accommodate you on the next available service.
Understanding Your Right to Compensation
Beyond a refund or rebooking, you may also be entitled to financial compensation. The rules, laid out in the DGCA's Civil Aviation Requirements (CAR), largely depend on when you were notified of the cancellation. If the airline informs you less than two weeks before departure but more than 24 hours prior, they must offer you an alternate flight. If they fail to arrange one that suits you, you are entitled to compensation. If the cancellation notice comes less than 24 hours before departure, your rights are strongest. In this scenario, you are entitled to a full refund or an alternate flight, plus financial compensation. The compensation amount for domestic flights ranges from ₹5,000 to ₹10,000, depending on the block time of your original flight.
Care and Assistance While You Wait
If you are already at the airport when the cancellation is announced, or if your alternate flight involves a long wait, the airline has a duty of care. For delays of two hours or more, you are entitled to free meals and refreshments. If the disruption results in an overnight wait (for example, a delay of more than six hours for flights scheduled between 8 p.m. and 3 a.m.), the airline must provide you with hotel accommodation and transfers between the airport and the hotel. These obligations apply even if the cancellation is due to factors beyond the airline's control, like bad weather.
When Airlines Are Not Required to Pay
There is a significant exception to the compensation rule: 'extraordinary circumstances'. These are situations considered beyond the airline's control, such as severe weather, political instability, security risks, or air traffic control restrictions. In such cases, the airline is exempt from paying financial compensation. However, they are still obligated to provide you with the choice of a full refund or an alternate flight, and they must still provide meals and accommodation as required by their duty of care to stranded passengers. An airline cannot simply cite bad weather and abandon its responsibilities.
How to Escalate a Complaint
If you believe an airline is not honouring your rights, the first step is to file a formal complaint with the airline itself, either through its customer service portal or email. If you don't receive a satisfactory response, you can escalate the issue by lodging a grievance on the government's AirSewa portal or app, which is monitored by the DGCA. Keep a record of all communication. For unresolved issues, you also have the right to approach a consumer court for deficiency in service under the Consumer Protection Act.
