Due to the recent dispute caused by a mass strike among Air India Express crew, which led to the cancellation of over 85 flights, Passengers were in a state of distress and upset. This highlights the need to know one’s rights as a passenger, especially in such a situation.

Read below to find out about passenger rights as per the Ministry of Civil Aviation’s Passenger Charter.

Rights Under The Passenger Charter

The Ministry of Civil Aviation has a passenger policy to protect passengers from stress and inconvenience. These rights will ensure that the passengers are getting fair treatment and compensation.

Passenger Rights In The Case Of Flight Delays

• The passenger has already checked in, but the airline is expecting a delay of 2 hours. In such a case, the airline must offer free meals and refreshments to the passenger.

• If the airline is expecting a delay of 6 hours on their domestic flight, then the airline must inform its passengers more than 24 hours prior to the scheduled departure time. The airline must offer the option of either an alternate flight within 6 hours or a full refund.

• If an airline informs you of a flight delay more than 24 hours before the scheduled departure and the delay exceeds 24 hours or more than 6 hours for flights departing between 8:00 PM and 3:00 AM, you are entitled to free hotel accommodation.

Passenger Rights If Boarding Is Denied Due To Over-Booking:

• If the airline arranges an alternate flight scheduled to leave within one hour of the originally scheduled departure time, you cannot hold the airline liable for any compensation for the missed flight on which you were denied boarding due to overbooking.

• If an airline fails to arrange an alternate flight within one hour of the original departure time, the passenger is entitled to compensation as follows: 200% of the one-way fare plus airline fuel charge (up to ₹10,000) if the alternate flight departs within 24 hours; 400% of the one-way fare plus airline fuel charge (up to ₹20,000) if the alternate flight departs after 24 hours; or a full refund plus 400% of the one-way fare plus airline fuel charge (up to ₹20,000) if the passenger chooses not to opt for an alternate flight.

Passenger Rights In Case Of Cancellation

The airline shall give a full refund of the ticket amount or alternative flight if it informs the passengers about the cancellation less than 2 weeks before departure but at least 24 hours before the time of departure. However, if the airline fails to inform the passenger at least 24 hours before the time of departure, it has to pay compensation ranging from Rs 5,000 to Rs 10,000 to the passenger.

All complaints can be lodged on the AirSewa app. These rules are per the Passenger Charter of rights, as per the Ministry of Civil Aviation.

Conclusion

Understanding passenger rights is crucial, especially during unexpected events like strikes causing flight cancellations. These flight rules ensure passengers are protected and compensated properly. Passengers should stay informed and alert regarding these rules, as it will help them navigate these situations easily.

You can read about these details on the DGCA Passenger Charter.

To raise your grievance Download the AirSewa app on Android or iOS devices and check our article on how to use AirSewa app.