Air travel has become common, but so have technical snags, "operational reasons," and flight cancellations. Most passengers are unaware that the Directorate General of Civil Aviation (DGCA) has issued a "Passenger Charter" that mandates specific compensation and facilities. If you are stuck at an airport, you have more than just a right to complain. This 900-word guide explains your entitlements.
1. Denied Boarding (Overbooking)
If you have a valid ticket and report on time, but the airline denies you boarding due to overbooking: - They must first ask for volunteers to give up their seats. - If you are denied against your will, they must provide an alternate flight within 1 hour. - If the alternate flight is more than 24 hours later, they must pay you compensation of 200% of the one-way basic fare + fuel charge (capped at Rs. 20,000).
2. Flight Cancellation
If the airline cancels a flight: - They must inform you at least 2 weeks in advance. - If they inform you less than 2 weeks but more than 24 hours before, they must provide an alternate flight or a full refund. - If you are at the airport and the flight is cancelled without prior notice, they must provide meals and refreshments, plus an alternate flight or a full refund.
3. Flight Delays
If your flight is delayed: - 2 hours or more (for flights up to 1500km): Free meals and refreshments. - 4 hours or more (for flights above 3000km): Free meals and refreshments. - Overnight Delay: If the delay is more than 24 hours or involves an overnight stay, the airline must provide free hotel accommodation and transfers.
4. Lost or Damaged Baggage
Under the Carriage by Air Act, if your luggage is lost, delayed, or damaged, the airline is liable to pay compensation. The limit is approximately Rs. 20,000 per passenger for domestic flights, unless you declared a higher value at the time of check-in.
5. Right to a Refund on "Non-Refundable" Tickets
Even on a non-refundable ticket, if YOU cancel, the airline must refund the Statutory Taxes (User Development Fee, Passenger Service Fee, etc.). They can only keep the "Base Fare" and "Fuel Surcharge."
Conclusion
Don't let airlines bully you with "Terms and Conditions." The DGCA Charter overrules private contracts. Always file a complaint on the "AirSewa" portal if your rights are violated.