Air travel has become an essential part of our lives, but it often comes with frustrations like technical delays, sudden cancellations, or overbooked flights. Most passengers simply wait in queues, unaware that the Directorate General of Civil Aviation (DGCA) provides a robust "Passenger Charter" that mandates compensation. This 900-word guide outlines your rights at the airport.
1. Right to Compensation for Cancellation
If your flight is cancelled, the airline must:
- Inform you at least 2 weeks in advance.
- If they inform you less than 2 weeks but up to 24 hours before, they must provide an alternate flight or a full refund.
- If they cancel at the last minute, they must pay compensation (ranging from Rs. 5,000 to Rs. 10,000 depending on the flight duration) plus a full refund.
2. Right to Facilities During Delay
If your flight is delayed beyond its scheduled time:
- 2 hours delay (for flights up to 1500km): The airline must provide free meals and refreshments.
- Overnight delay: If the delay is significant and involves an overnight stay, the airline must provide free hotel accommodation and transport.
Note: These rights do not apply if the delay is due to "Force Majeure" (natural disasters, war, etc.).
3. Overbooking and Denied Boarding
Airlines often sell more tickets than seats. If you are denied boarding despite having a valid ticket:
- The airline must first ask for volunteers.
- If you are denied against your will, and they cannot provide an alternate flight within 1 hour, they must pay you 200% of the basic fare + fuel charge (capped at Rs. 20,000).
4. Baggage Loss and Damage
If your checked-in baggage is lost or damaged:
- The airline's liability is limited to Rs. 20,000 per passenger for domestic flights.
- You should file a "Property Irregularity Report" (PIR) before leaving the airport.
- For international flights, the compensation is governed by the Montreal Convention and is usually higher.
5. How to Escalate a Complaint
If the airline staff is uncooperative:
1. AirSewa Portal: This is the government's official grievance cell for aviation.
2. Consumer Court: You can sue for "Deficiency in Service" and seek mental agony compensation.
3. DGCA: You can report systemic violations of the Passenger Charter.
Conclusion
You are a "Consumer" of the airline's services, not just a passenger. Knowing these DGCA rules ensures that you are treated with respect and compensated for your lost time.