Air travellers usually expect basic facilities to work properly during a flight. Seats should recline, entertainment screens should function, and washrooms should remain clean and usable. These expectations
become even more important on long international journeys or when passengers pay for premium cabins.
However, problems such as broken seats or poor service do happen. When such issues affect a passenger’s travel experience, there are ways to raise a complaint and, in some cases, even seek compensation. Travellers can approach airlines first and later move to legal options if their complaints are not addressed.
“In case of deficiency in service, passengers should first approach the airline. If they fail to resolve the issue, the Consumer Commission is the next step for enforcement,” says S. Saroja, Executive Director of Citizen Consumer and Civic Action Group, as quoted by Moneycontrol. Passengers can also use airline grievance systems or the AirSewa portal, which now helps resolve complaints faster under the new 2026 rules.
When Passengers Can Ask For A Refund
The latest Civil Aviation Requirements issued by the Directorate General of Civil Aviation explain when passengers can request refunds or make changes to their tickets. These updated rules will take effect from March 26, 2026.
Passengers can cancel or modify their tickets within 48 hours of booking without paying any cancellation or change fee. However, this rule does not apply if the flight is scheduled within seven days for domestic travel or within 15 days for international travel.
The rules also say that airlines must process refunds within 14 working days. This applies even if the ticket was booked through a travel agent or another website.
Passengers can also correct spelling mistakes in their name for free if the request is made within 24 hours of booking and the ticket was purchased directly from the airline. In situations such as hospitalisation of the passenger or a family member on the same booking, airlines may offer a refund or allow the passenger to use the ticket amount later as a credit.
What To Do If The Airline Fails To Resolve Your Complaint
Passengers who face service problems should first file a complaint with the airline through its customer support system, website grievance portal, or nodal officer. Airlines are expected to review these complaints and provide a response within a reasonable time.
If the airline fails to resolve the issue, passengers may take the matter to a consumer commission. Legal experts say that poor or faulty service can fall under “deficiency in service”.
“Under the Consumer Protection Act, deficiency refers to any fault, imperfection, shortcoming, or inadequacy in the quality or performance of a service that is required to be maintained by law or under a contract,” said Saurabh Kumar, Advocate, as quoted by Moneycontrol.
“In such cases, the aggrieved consumer may file a complaint before the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019 and can seek refund of the amount paid, compensation for deficiency in service, etc.,” Kumar added.
According to Moneycontrol, Alay Razvi, Managing Partner at Accord Juris, notes: “While DGCA rules cover the ticket value, the Consumer Commission can award additional compensation for deficiency in service and mental agony. These claims can generally be filed within two years of the incident.”
A Recent Case Highlights The Issue
In January 2026, the New Delhi District Consumer Disputes Redressal Commission ordered an airline to pay Rs 1.5 lakh as compensation to a passenger and his daughter who were travelling from Delhi to New York.
The passengers had reportedly paid for premium seats but faced several problems during the flight. According to the complaint, the seats were broken, the washrooms were unhygienic, and the entertainment screens were not working. The Commission ruled that these issues amounted to a serious deficiency in service.
