Passengers upset due to cancellation of Indigo flight Image Credit source: PTI
In August 2019, DGCA had made new rules on flight delay or cancellation and not being able to board a flight due to being overbooked. Under this, the rules for compensation to passengers were tightened. If you are also a frequent flyer, and have faced such problems, then you can claim compensation.
What are the rules of DGCA?
DGCA has made some rules for airlines in India. These rules help Indian airlines to follow international standards. All these rules come under Civil Aviation Requirements i.e. CAR. According to Section 3 of this CAR, if the flight is canceled or delayed, or if the passenger is refused to board the flight due to being overbooked, then the airlines will have to provide all waiting facilities.
This rule applies to all domestic flights in India and all international flights flying from India. Irrespective of whether the airline is Indian or foreign.
DGCA says that if an airline is unable to operate as per the plan, then it will either have to compensate the passengers, or arrange for some other travel option for them. However, the compensation received by passengers depends on how long before they were informed about the cancellation and how long the delay was.
when the flight is late
- If you have checked in on time and after reaching the airport you come to know that your flight is late, then the airlines are obliged to compensate you.
- If there is a delay of 2 hours or more in a flight of two and a half hours duration, 3 hours or more in a flight of two and a half to five hours duration and 4 hours or more in a flight of more than five hours duration, then the airline will have to provide free meals and refreshments during the waiting period.
- If your domestic flight is delayed by more than 6 hours, then the airlines will have to inform the passengers 24 hours before the scheduled time. Also, the passengers will be given the option of an alternate flight or full refund of the ticket within 6 hours.
- If there is a delay of more than 24 hours in any flight or there is a delay of more than 6 hours in a flight between 8 pm to 3 am, then the airlines will have to make hotel arrangements for the passengers.
In case of flight cancellation without notice or after scheduled time
Passengers should be informed about any flight cancellation by the airlines at least 2 weeks before the scheduled time. Also, the passengers should be given the option of alternate flight or full refund by the airlines. If the airlines do not inform you about the cancellation and due to this you miss your connecting flight booked on the same ticket, then there is a rule to give extra compensation along with full refund.
For flights with block time up to 1 hour – ₹5000 or one way fare + fuel charges
For flights with block time up to 1-2 hours – ₹7500 or one way fare + fuel charges
For flights with block time up to 2 hours – ₹10000 or one way fare + fuel charges
If the airline has given an alternate flight from some other airport, then you will have to pay the cost of taking you to that airport. (If information about alternate flight is given before 6 hours, then the passenger will have to reach the airport himself)
No boarding due to overbooking
When there is a shortage of seats in a flight for passengers with confirmed booking, it is called over-booking. In such a situation, airlines look for volunteers who are ready to give their seats to someone else in exchange for compensation or an alternate flight.
In such a situation, the airline has to provide an alternate flight for the passengers that takes off within 1 hour. If the airline fails to do so, then it has to pay compensation.
When arranging an alternate flight within 24 hours – 200% of the basic one-way fare + fuel charges When arranging an alternate flight beyond 24 hours – 400% of the basic one-way fare + fuel charges If you refuse to travel on an alternate flight – Full refund of the ticket + 400% of the basic one-way fare + fuel charges
How to claim refund or compensation?
- To claim compensation, keep all your documents with you like boarding pass, ticket, booking reference ID. Apart from this, record the information received from the airline and receipts for food and hotel.
- 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 lodge your complaint on the Air Seva portal of the Ministry of Civil Aviation (airsewa.gov.in).
When will I get the refund?
Refunds for payments made in cash are available immediately. Refund of payment made through credit card is available within 7 days. If the booking was done through a travel agent, then the refund will also be received from the travel agent only.
What do you get if your flight is cancelled?
- According to DGCA, if the airline cancels the flight, it is mandatory to give full refund.
- If the airline informs about the cancellation at least 2 weeks in advance, the passenger can choose between a refund or another flight.
- If the airline informs less than 2 weeks but more than 24 hours in advance, the passenger can still choose a refund or choose another flight.
- If the airline does not provide timely information or misses another connecting flight on the same ticket, compensation and refund/second flight will have to be given as per the time of travel.
How much compensation do you get?
Flight up to 1 hour: Rs 5000
Up to 2 hours: Rs 7500
More than 2 hours: Rs 10000
If the airline wants, instead of giving this amount, it can give base fare and fuel charge. Along with this, passengers also get waiting facilities at the airport. But if the passenger did not provide his/her contact details or the cancellation was due to circumstances beyond the airline’s control (e.g. weather, security reasons), then no compensation will be given.
DGCA rules on flight delay
If the flight is delayed and the passengers have checked-in on time, the airline will have to provide basic facilities like food and drinks to the waiting passengers.
These features become necessary after this time:
Short Route – 2 hours Medium Route – 3 hours Long Route – 4 hours
Note: If a domestic flight is delayed by more than 6 hours, the airline will have to either arrange for another flight within 6 hours or provide a full refund.
What do you get if you delay too much?
If the delay is more than 6 hours or if the night flight is delayed by more than 24 hours or the night flight (8 PM-3 AM) is delayed by more than 6 hours, the airline will have to provide hotel stay and transportation to the airport. But there is an exemption to this rule, if the reason for the delay is beyond the control of the airline (such as weather, political unrest, natural disaster) then there is no need to provide hotel or other facilities.
What benefits do passengers get?
- Full refund mandatory on flight cancellation
- Compensation of Rs 5000-10000 for not giving timely information or missing connection.
- Food and drinks on late flight, hotel and transport if very late.
- No responsibility on the airline in extraordinary circumstances