Flight delays, cancellations, and overbookings are common disruptions that can ruin your travel plans. In India, the Directorate General of Civil Aviation (DGCA) enforces strict Passenger Charter rules to protect travelers. Understanding your legal rights ensures you receive refunds, alternative flights, meals, or hotel stays from airlines free of charge. Here is your passenger rights guide.
Table of Contents
1. The DGCA Passenger Charter Overview
2. Rule 1: What to Do If Your Flight is Cancelled
3. Rule 2: Compensation for Long Flight Delays
4. Rule 3: Boarding Denied (Overbooking Rules)
5. How to File a Claim (AirSewa Portal)
6. Critical Exclusions: The “Force Majeure” Clause
7. Inquire About Your Protected Travel Planning
The DGCA Passenger Charter Overview
The DGCA mandates that airlines operating in India must provide compensation, alternate travel options, and basic amenities to passengers in the event of flight disruptions, provided the disruption was within the airline’s control.
Rule 1: What to Do If Your Flight is Cancelled
If the airline cancels your flight:
- Notice Over 24 Hours: The airline must inform you at least 2 weeks in advance, or offer an alternate flight or full refund.
- Last-Minute Cancellation: If you are informed less than 24 hours before departure or miss a connection, the airline must provide:
1. An alternate flight within 2 hours, OR
2. A full ticket refund, AND
3. Free meals and refreshments while you wait at the airport.
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Rule 2: Compensation for Long Flight Delays
If your flight is delayed at the airport:
- 2 to 4 Hours Delay: The airline must provide free meals and refreshments.
- Over 24 Hours Delay (or night delays): The airline must provide free hotel accommodation and transfers to/from the airport.
Rule 3: Boarding Denied (Overbooking Rules)
Airlines occasionally sell more tickets than available seats to maximize capacity. If you are denied boarding despite holding a confirmed ticket and arriving on time:
- The airline must first look for volunteers to give up their seats in exchange for benefits.
- If you are denied boarding against your will, the airline must provide an alternate flight within 1 hour. If they cannot, they must pay compensation of up to ₹20,000 depending on the ticket cost and waiting duration.
How to File a Claim (AirSewa Portal)
If an airline refuses to provide the mandated compensation or hotel stay:
- Do not leave the airport without asking for a written reason for the delay/cancellation.
- File an official complaint on the Ministry of Civil Aviation’s AirSewa Portal (airsewa.gov.in) with your PNR and ticket details for quick government-backed resolution.
Critical Exclusions: The “Force Majeure” Clause
Airlines are not liable to pay compensation if delays or cancellations are caused by factors outside their control:
- Bad weather conditions or natural disasters.
- Air traffic control (ATC) delays.
- Security threats or political instability.
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