DGCA Rules for Passenger Rights for Flight Delays, Cancellation and Denied Boarding

India's Directorate General of Civil Aviation (DGCA) sets the rights of passengers whose flights are delayed, cancelled or overbooked in its Civil Aviation Requirement (CAR) Section 3, Series M, Part IV. The latest version we found is revision 4, dated 25 January 2023. It applies to all scheduled and non-scheduled airlines. The earlier version of this article summarised an older text, so the amounts below follow the current CAR. Check the DGCA site for any later change.

Denied boarding

If a flight is overbooked, the airline must first ask for volunteers. If you are refused boarding against your will and checked in on time:

• No compensation is due if the airline offers an alternative flight leaving within one hour of the original time.
• If the alternative leaves within 24 hours, you get 200% of the one-way basic fare plus airline fuel charge, up to INR 10,000.
• If the alternative leaves more than 24 hours later, you get 400% of that amount, up to INR 20,000.
• If you decide not to take another flight, you get a full refund and compensation of 400%, up to INR 20,000.

On connecting flights, the airline of the first flight pays the compensation if you arrive at your final destination at least three hours late.

Cancellation

• If you are told at least two weeks before departure, the airline must arrange an alternative flight or a refund as you prefer. The same applies if you are told less than two weeks but more than 24 hours before.
• If you are not informed in time, or you miss a connecting flight booked on the same ticket, you get an alternative flight or a full refund plus compensation of INR 5,000 (flights of up to 1 hour), INR 7,500 (over 1 and up to 2 hours) or INR 10,000 (over 2 hours of block time), or the one-way basic fare plus fuel charge if that is lower.
• No money compensation is payable if you did not give a phone number or email at booking.
• No compensation is due when the cancellation comes from events outside the airline's control, such as natural disasters, strikes, political instability, air traffic control or weather.

Delays

Airlines must offer free meals and refreshments, and a hotel with transfers when needed, when a delay passes these limits based on the flight's block time:

• If a domestic flight is delayed more than 6 hours, the airline must offer another flight within 6 hours or a full refund.
• Hotel accommodation applies when the delay is over 24 hours, or over 6 hours for flights due to leave between 8 pm and 3 am.
• Airlines do not have to provide these facilities when the delay comes from extraordinary circumstances.

Downgrading

If you are moved to a lower class against your will, the airline must refund part of the ticket price including taxes: 75% on domestic flights, and on international flights 30% (up to 1,500 km), 50% (1,500 to 3,500 km) or 75% (over 3,500 km).

Other points

• Compensation is paid in cash or by bank transfer, or as travel vouchers if you sign to agree.
• Foreign airlines pay the amount set in their home country's rules or the CAR amounts.
• If an airline offers a different airport or terminal, it bears the cost of transferring you, unless it told you at least 6 hours ahead.

How to complain

1. Complain to the airline, which must display its policy and its nodal officer and appellate authority on its website.
2. File the grievance on the Air Sewa app or portal.
3. If you remain unhappy, you may go to a statutory body or court under the applicable law.