Passengers across India are facing significant travel disruptions as budget carrier IndiGo has been forced to cancel a massive number of flights. Since the 2nd of December, the airline has scrapped more than one thousand scheduled services, with many other flights experiencing severe delays. This operational chaos has left thousands of travelers stranded and frustrated, urgently seeking clarity on their rights to refunds and compensation.
Understanding Your Rights: DGCA Rules for Cancelled Flights
According to regulations set by the Directorate General of Civil Aviation (DGCA), airlines have clear and mandatory obligations when a flight is cancelled. It is compulsory for the airline to issue a full refund to passengers in the event of a cancellation. The specific rules depend on how much advance notice is provided.
When an airline cancels a flight, it must inform passengers at least two weeks before the scheduled departure. In such cases, the airline must offer either a complete refund or an alternate flight to the passenger. If the cancellation is announced less than two weeks but at least 24 hours before departure, the passenger still has the choice between a refund or an alternate flight. However, the airline must also provide compensation plus the full refund or alternate flight in two specific scenarios:
- If the airline fails to inform the passenger on time.
- If the passenger misses a connecting flight booked on the same ticket.
The compensation amounts are fixed: ₹5,000 for flights with a duration of up to one hour, ₹7,500 for flights up to two hours, and ₹10,000 for flights exceeding two hours. Airlines have the option to pay the basic fare plus fuel charge if this amount is lower than the fixed compensation.
Passengers are also entitled to waiting facilities at the airport. It is important to note that no compensation is due if the passenger did not provide accurate contact details to the airline. Furthermore, airlines are not liable to pay compensation if the cancellation is caused by extraordinary circumstances beyond their control, such as severe weather or political unrest.
What to Do When Your Flight is Delayed
The DGCA also mandates support for passengers facing long delays. If you have checked in on time and the airline anticipates a delay, it must provide basic amenities. These include food and refreshments, but only after the delay crosses a specific threshold: two hours for short-haul flights, three hours for medium-haul, and four hours for longer flights.
For domestic travel, if the delay is expected to exceed six hours, the airline must offer you a choice: an alternate flight within the next six hours or a full refund. If the delay stretches beyond 24 hours, or if a night flight (scheduled between 8 PM and 3 AM) is delayed by more than six hours, the carrier must arrange additional facilities like hotel accommodation and transportation between the airport and the hotel.
Similar to cancellation rules, airlines are exempt from providing these delay-related benefits if the cause is an extraordinary event outside their control.
IndiGo's Response to the Operational Crisis
IndiGo has addressed the widespread disruptions, describing the situation as 'unavoidable'. In an official statement, an airline spokesperson cited multiple reasons for the chaos. "We have had several unavoidable flight delays and some cancellations in the past few days due to various reasons, including technology issues, airport congestion, and operational requirements," the statement read.
The airline assured that its teams are working hard to restore normal operations swiftly. "Our teams are working diligently to ensure that operations normalise as soon as possible. Furthermore, we are offering alternate flight options or refunds to affected customers, as applicable. We regret the inconvenience caused to our valued customers due to these disruptions," the spokesperson added.
IndiGo has also urged passengers to proactively check their flight status online before leaving for the airport to minimize inconvenience. The airline directed customers to its official flight status page for the latest updates.
