NEW DELHI: Flight disruptions can ruin travel plans, leaving passengers stranded for hours. However, many flyers in India are unaware that airlines are legally required to provide refunds, compensation, meals, accommodation, or alternate flights in several situations. These rules are governed by the Directorate General of Civil Aviation (DGCA) through its Civil Aviation Requirements (CAR) Section 3, Series M, Part IV, titled "Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delays in flights." Every airline operating in India is legally bound to follow these rules. They cannot treat compensation or assistance as optional or a matter of goodwill — it is the law.
When are airlines required to compensate passengers?
Compensation depends on the reason for the disruption, how much advance notice was given to the passenger, and the length of the delay. Passengers are generally entitled to assistance if flights are cancelled, significantly delayed, or if boarding is denied due to overbooking.
What happens if your flight is cancelled?
If an airline cancels a flight, it must either provide an alternate flight or offer compensation in addition to a full refund of the ticket. If the passenger has already reported at the airport before learning of the cancellation, the airline must also provide meals and refreshments during the waiting period.
When can you get compensation for cancellation?
If you have not been informed at least three hours in advance about the cancellation of your flight, the airline is liable to provide you compensation in accordance with CAR Section 3, Series M, Part IV. The compensation may not apply if the cancellation happened due to extraordinary circumstances such as bad weather, political instability, or air traffic control restrictions — circumstances beyond the airline's control.
How much compensation can passengers get?
Under DGCA CAR Section 3, Series M, Part IV, compensation for domestic flights ranges from ₹5,000 to ₹20,000 depending on the flight's block time and the length of the delay. For denied boarding due to overbooking, compensation can go up to 400% of the basic fare.
What if the flight is delayed?
Passenger entitlements increase depending on how long the delay is. For delays of over two hours, airlines must provide meals and refreshments. For long overnight delays, passengers may become entitled to hotel accommodation and airport transfers. If the delay is extremely long and the passenger no longer wishes to travel, they can seek a full refund.
What about delays due to bad weather?
Airlines are not required to pay cash compensation if the disruption is caused by extraordinary circumstances. However, free meals and hotel accommodation for overnight delays remain mandatory regardless of the reason. Airlines that deny meals even during a weather delay are violating DGCA duty-of-care obligations.
What should passengers do immediately?
If your flight is disrupted, keep your boarding pass and booking confirmation, take screenshots of delay or cancellation messages, ask airline staff for written confirmation of the disruption, and save all receipts for food, hotel, or transport expenses incurred. Documentation becomes important if you later file a complaint.
How can you file a complaint against an airline?
Passengers should first complain directly to the airline through customer care, email, or the airline's grievance portal. If the issue is not resolved, complaints can be escalated to the AirSewa portal (airsewa.gov.in) or by calling the AirSewa helpline at 1800-11-4646, both of which are monitored by the DGCA.
Can passengers approach consumer court?
Yes. If an airline refuses legitimate refunds or compensation, passengers can approach consumer commissions under the Consumer Protection Act, 2019 for deficiency in service. Courts have in several cases awarded compensation for harassment, financial loss, mental agony, and inconvenience caused by airlines.
About the Author
TOI Legal Desk: The TOI Legal Desk is a dedicated team of journalists committed to tracking and reporting on courts, legal developments, and judicial proceedings across the country and world.
