Rights as a Passenger in Case of Flight Cancellation or Denied Boarding in India

Flight cancellations and being denied boarding are less frequent phenomena in India, but they do happen. Though flight cancellation can have many reasons, denied boarding generally occurs due to over-booking, when the airline fails to accommodate passenger(s) who were allotted seats.

Therefore, the DGCA has strict guidelines in place to protect the interest of passengers in such situations.

This blog covers all significant details, from compensation amount to how to claim it in case of flight cancellation or denied boarding in India.

Read on to find out the latest air travel passenger rights in 2023!

Passenger Rights During Flight Cancellations

Flight cancellations can negatively impact travel plans. Usually, the airlines should inform passengers about cancellations a minimum of two weeks before the scheduled departure.

In case of a flight cancellation, passengers are provided with two options from the airline. They can either get a full refund of the booking amount or a seat on another flight arranged by the same airline.

The DGCA website states that airlines are solely responsible for providing a full refund or arranging another flight when they inform the passengers less than two weeks before the departure but a minimum of 24 hours prior to it.

If the airline fails to notify passengers about the cancellation at least 24 hours before departure, or in exceptional cases where a passenger misses a connecting flight booked with the same ticket number due to cancellation, the airline is held responsible. The airline, in this situation, needs to pay a compensation of Rs.5000 to Rs.10,000 to the passenger.

This refund is made instantly in case the passenger has made the booking with cash. However, if the reservation was made using a credit/debit card, the entire amount will be refunded to the source account within 7 days of refund initiation.

If the passengers have opted for booking via an agent or any third party, the amount will be refunded, deducting taxes involved in the process. You can put the refund amount to book another ticket at a later date, at your convenience.

Passenger Rights if Denied Boarding

Though this situation is rare and exceptional, there are certain guidelines put forward by DGCA to safeguard the rights of flyers. If a passenger with a valid ticket is denied boarding, the airline is liable to put them on an alternate flight which starts within 1 hour of the original departure of the previous flight.

If the airline fails to do so, they are liable to compensate the passenger(s). If another flight is arranged by the airline within 24 hours of the initial flight’s departure, up to Rs. 10,000 worth of compensation has to be paid by the airline.

In contrast, up to Rs. 20,000 should be paid if the alternative flight is beyond 24 hours of the initial flight’s departure.

Passenger Rights if Transferred to a Lower Class

The latest announcements by DGCA inform passengers that new guidelines are likely to come up where the airlines will have to issue refunds to passengers who have been transferred to the lower class.

Additionally, the new guidelines will hold the airline responsible for carrying the passenger in the same class as mentioned in the original booking. This can be done via the next earliest flight.

Claiming Compensation: Everything You Need to Know

• All airlines operating in India need to follow the guidelines and protocols issued by DGCA regarding compensations established due to delays or cancellations of flights.
• The nodal in-charge officer of the respective airline is expected to initiate the compensation process. However, passengers can approach the airline appellate authority for further details if the issue is not resolved within the stipulated time.
• Passengers in India who have been denied boarding or faced flight cancellation are expected to claim compensation within one month of the flight date.
• All required details and procedures of the entire compensation process- right from filling out the form to the money deposit- have been mentioned on the airlines’ official website. Passengers can easily follow the steps to complete the process smoothly.
• Passengers with complaints and unresolved issues regarding compensation can reach out to the AirSewa Ministry of Civil Aviation portal. It is designed to track complaints related to air travel in India. Passengers can register themselves as users and file their grievances without hassle.
• Passengers need to ensure that they provide all relevant documents while claiming compensation, failing which the process may get delayed or even canceled. Some generally required details are the passenger’s contact details, the credit/debit card number used while booking, ticket number, flight number, date of travel, and billing address.

Compensation Amount In case of Flight Cancellation or Denied Boarding

If the airline fails to inform the passengers about any cancellation at least two weeks before the departure, the airline has to provide the required compensation. The DGCA has set this amount to the passengers in accordance with the duration of block time.

The table below details the amount of compensation to be paid for specific time blockages by the airline.

To Sum Up

In situations where the passengers are denied boarding after reaching the airport, the airline is responsible for providing them with food and refreshments while they wait for their next flight. DGCA guidelines in India are passenger friendly and aim to provide a comfortable air travel experience.

Additionally, suppose passengers are denied boarding and notified less than 6 hours prior to departure of the original flight. In that case, they will be provided all required services by the concerned airline to reach the airport or terminal for their next departure.

Passengers need to be prompt and aware of their rights when denied boarding in India. In case of flight cancellation, passengers are expected to provide accurate details to claim the compensation amount.