In a significant move to empower consumers, the Ministry of Civil Aviation has established a comprehensive set of rights and protections for air travellers in India. This comes as a crucial framework, especially in the wake of recent widespread flight disruptions, providing clear guidelines on handling issues from delays and cancellations to baggage handling and ticket management. Understanding these provisions is key for every flyer to safeguard their interests.
Compensation and Assistance for Flight Disruptions
The regulations clearly define what airlines must provide in cases of flight disruptions. For delays, specific assistance is mandated based on the waiting period. If a flight is delayed between two and four hours, passengers are entitled to free meals and refreshments. When a delay extends beyond six hours, the airline must offer an alternative flight or a full refund. In more severe cases, where the delay surpasses 24 hours, the carrier is obligated to provide hotel accommodation.
In the event of a cancellation, the compensation structure is clearly laid out. Airlines must pay Rs 5,000 if the cancellation is announced less than one hour before the original departure time. This compensation increases to Rs 10,000 if the cancellation notice is given over two hours after the scheduled departure.
The rules also address overbooking, a common grievance. Airlines are required to arrange an alternate flight for affected passengers within one hour. If the rebooking itself is delayed by more than 24 hours, the passenger is eligible for compensation of up to Rs 20,000.
Safety, Accessibility, and Baggage Liability
The charter places strong emphasis on accessibility and handling emergencies. It mandates that airlines cannot refuse carriage to persons with disabilities. Carriers must provide necessary assistive devices, accessible seating, and prior assistance, provided the passenger informs them at least 48 hours in advance.
For medical emergencies during a flight, airlines are required to arrange for medical assistance, which can include doctors, paramedics, or ambulance services. In cases of flight diversions, passengers have the right to disembark and receive refreshments, depending on the duration of the unexpected wait.
Regarding baggage, the compensation limits for lost or damaged items are specified. For domestic travel, the liability is capped at Rs 20,000 per passenger for checked baggage and Rs 350 per kilogram for cargo. For international flights1,131 Special Drawing Rights (SDR) for baggage and 19 SDR per kilogram for cargo.
In the tragic event of a fatality, the compensation liability for domestic flights is fixed at Rs 20 lakh. For international travel, the amount is set at 113,100 SDR.
Ticket Management, Refunds, and Escalation Paths
Passengers have been granted greater flexibility in ticket management. A 24-hour free cancellation window is available for tickets booked at least seven days before the flight's departure, allowing for a full refund of all taxes and fees. The refund process is swift: immediate for payments made in cash and within a maximum of seven days for credit card transactions.
The rules acknowledge that certain situations like strikes, weather, security threats, or air traffic control issues may be beyond the airline's control. However, passengers have clear avenues for redressal. Complaints can be lodged at airport help desks, through the Air Sewa app, or with relevant statutory authorities.
Additional benefits highlighted for passengers include the provision of free Wi-Fi at all airports and the right to receive written notice about their entitlements, ensuring transparency.
This comprehensive charter by the Ministry of Civil Aviation marks a pivotal step towards consumer-centric aviation in India. By clearly outlining compensation structures, assistance protocols, and escalation mechanisms, it aims to reduce ambiguity and empower millions of air travellers to claim their rights confidently.
