Compensation will be provided if flights are delayed or cancelled without notice. What are the rules?

In August 2019, the DGCA (Directorate General of Civil Aviation) introduced new rules regarding flight delays, cancellations, and denied boarding due to overbooking. These rules tightened the regulations concerning compensation for passengers. If you are a frequent flyer and have faced such issues, you can claim compensation.

What are the DGCA rules?
The DGCA has established certain rules for airlines in India. These rules help Indian airlines adhere to international standards. All these rules fall under the Civil Aviation Requirements (CAR). According to Section 3 of the CAR, if a flight is canceled or delayed, or if a passenger is denied boarding due to overbooking, the airline must provide all necessary amenities during the waiting period.

The DGCA states that if an airline fails to operate according to schedule, it must either compensate the passengers or arrange an alternative travel option for them. However, the compensation a passenger receives depends on how much notice they were given about the cancellation and the duration of the delay.

In case of flight delays:
If you have checked in on time and find out upon reaching the airport that your flight is delayed, the airline is obligated to compensate you.

For flights of up to 2.5 hours, if the delay is 2 hours or more; for flights between 2.5 and 5 hours, if the delay is 3 hours or more; and for flights longer than 5 hours, if the delay is 4 hours or more, the airline must provide free meals and refreshments during the waiting period.

If your domestic flight is delayed by more than 6 hours, the airline must inform passengers at least 24 hours before the scheduled departure time.  Passengers will also be given the option of an alternative flight within 6 hours or a full refund of their ticket. If any flight is delayed by more than 24 hours, or if a flight scheduled between 8 PM and 3 AM is delayed by more than 6 hours, the airline must arrange hotel accommodation for the passengers.

In case of flight cancellation without notice or after the scheduled time:
Airlines must inform passengers of any flight cancellation at least two weeks before the scheduled departure time.  The airline must also offer passengers the option of an alternate flight or a full refund. If the airline fails to inform you of the cancellation and, as a result, you miss your connecting flight booked on the same ticket, you are entitled to a full refund as well as additional compensation.

For flights with a block time of up to 1 hour – ₹5000 or one-way fare + fuel surcharge

For flights with a block time of 1-2 hours – ₹7500 or one-way fare + fuel surcharge

For flights with a block time of over 2 hours – ₹10000 or one-way fare + fuel surcharge

If the airline provides an alternate flight departing from a different airport, the airline must also cover the cost of transporting you to that airport. (If the alternate flight information is provided more than 6 hours in advance, the passenger must reach the airport themselves.)

In case of denied boarding due to overbooking:
When there is a shortage of seats on a flight for passengers with confirmed bookings, it is called overbooking. In such cases, airlines look for volunteers who are willing to give up their seats in exchange for compensation or an alternate flight.

In this situation, the airline must provide an alternate flight departing within one hour. If the airline fails to do so, it must pay compensation. If an alternate flight is arranged within 24 hours, 200% of the base fare for one way + fuel surcharge. If an alternate flight is arranged after 24 hours, 400% of the base fare for one way + fuel surcharge. If you refuse the alternate flight, full refund of the ticket + 400% of the base fare for one way + fuel surcharge.

How to claim a refund or compensation?
Keep all your documents handy to claim compensation, such as your boarding pass, ticket, and booking reference ID. Also, keep a record of the information received from the airline and receipts for food and hotel expenses.
File a complaint on the airline's grievance portal. According to DGCA rules, the complaint will be resolved within 30 days.
If the airline refuses to resolve your issue, you can register your complaint on the Ministry of Civil Aviation's Air Sewa portal (airsewa.gov.in).

How long does it take to get a refund?
Refunds for cash payments are processed immediately. Refunds for payments made by credit card are processed within 7 days. If the booking was made through a travel agent, the refund will also be processed by the travel agent.

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