The latest mass strikes amongst the crew of Air India Express resulted in the cancellation of more than 85 flights, leaving passengers distressed and unhappy. Once again, this is one aspect of knowing one's rights as a passenger.
Read the article to learn more about the flight rules in India, including flight rules for passengers, flight rules for domestic flights, flight rules in flight plan, international flight rules, as determined by the Passenger Charter of the Ministry of Civil Aviation and written in the flight rules pdf.
Read more: Ayushman Card
Overview
The table below summarises some key details about the flight rules in India that one should be aware of.
| Need for flight rules in India | To keeps things safe and organised for both the authority, staff, and passengers in airports. |
|---|
| Flight rules created by | DGCA, Ministry of Civil Aviation |
| Written in | Flight rules pdf |
| How to file complaint? | Through the AirSewa portal or app |
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. Please note that the ministry has also created flight rules for passengers that all passengers are supposed to follow.
Passenger Rights In Case Of Cancellation
Some of the major points that one needs to note in case of cancellation of flights, terminal change, or delay are as follows. These guidelines ensure passengers receive appropriate compensation and assistance according to the Ministry of Civil Aviation's Passenger Charter of Rights guidelines.
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If the flight gets cancelled and you get advance notice of such a situation within two weeks of the scheduled takeoff and at least 24 hours, then you can get rescheduling or a full refund of your ticket.
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If the block time of your flight is 1-2 hours, then compensation of Rs. 7,500, and for those whose block time is over 2 hours, it is 10,000.
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If the airline terminal has been changed for which you had booked, then you are entitled to get the amount for transferring to the original one. But, in case you have been informed prior to 6 hours of a change in terminal, then you will have to make your own arrangements.
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All complaints can be lodged on the AirSewa app as per flight rules for domestic flights. These rules are per the Passenger Charter of Rights, Ministry of Civil Aviation.
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Passenger Rights In The Case Of Flight Delays
In instances wherein flights have been delayed, the rights of passengers are as follows:
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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 as per flight rules.
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If the airline is expecting a delay of 6 hours on its domestic flight, then the airline must inform its passengers more than 24 hours before the scheduled departure time. The airline must offer the option of either an alternate flight within 6 hours or a full refund as per flight rules for domestic flights.
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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 departing between 8:00 PM and 3:00 AM, you are entitled to free hotel accommodation.
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Passenger Rights If Boarding Is Denied Due To Over-Booking
If you’ve been denied boarding your flight due to reasons like overbooking, the rights that a passenger can exercise are laid out below:
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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, according to flight rules.
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If the other flight does not become available within one hour of the departure time initially scheduled, then following flight rules in flight plan, the passenger is entitled to relief under the heads: 200% of the one-way fare plus airline fuel charge up to ₹10,000 if the other flight is available to depart within 24 hours from the originally scheduled departure time; 400% of the one-way fare plus airline fuel charge up to ₹20,000 if the other flight is available to depart more than 24 hours after the originally scheduled departure time; or full refund plus 400% of the one-way fare plus airline fuel charge up to ₹20,000 if the passenger does not stand by an alternate flight.
Read more: Death Certificate.
What Can You Claim If The Flight Is Cancelled?
This case shows if your flight gets cancelled in India, there are rights and compensation according to this case. DGCA rules state that if a passenger was checked in and boarded a flight which got cancelled, passengers could be compensated in case the flight was cancelled for a reason attributed to some factor under the airline's control.
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It must provide you with a full refund in case of cancellation of your flight, because of any reason for cancellation of your flight. This applies to one-way as well as to a return ticket.
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It must provide you with a full refund in case of cancellation of your flight, because of any reason for cancellation of your flight. This applies to one-way as well as to a return ticket.
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In this case, if your flight is cancelled within 24 hours of receiving no notice from the airline, you would become eligible to submit a compensation claim. The amount, however, depends on the carrier and the circumstances under which they cancel your flight, but it is usually reimbursement for inconvenienced costs, like accommodation and meals.
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If the new flight needs an overnight stay, usually airlines will offer accommodation in a hotel, food, and transport from the airport to the hotel.
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Other airlines, as well as agencies like EaseMyTrip, do offer a travel insurance plan that might cater to flight cancellations, such as weather conditions, some technical issues, or other reasons that are beyond control.
What To Do If You Are Denied Boarding A Flight Due To Overbooking?
The Indian airline regulations by the Directorate General of Civil Aviation, or the DGCA, ensure passengers are compensated and provided alternatives if they are denied boarding from an overbooked flight. Here is what you should do:
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Interact with the staff of the airline to understand why they have made such a change and request alternative flights on the spur of the moment.
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Compensation:
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Where the flight is offered by the airline with a departure time within an hour of the scheduled time, nothing is owed.
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If the alternative flight departs later, passengers may receive compensation:
- 200% of the one-way fare (up to ₹10,000) for flights delayed by 24 hours or less.
- 400% of the one-way fare (up to ₹20,000) for delays exceeding 24 hours.
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Alternatively, some passengers choose not to board the alternate flight but instead request a full refund plus additional compensation.
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They should provide hotel accommodation, meals, and transportation back and forth between the hotel and the airport in the case of a required overnight stay.
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If unsatisfied with the airline's response, you can lodge complaints via the AirSewa app or website.
Steps to Get a Refund
Step 1- Approach the customer service desk of the airline at the airport.
Step 2 - You can get a refund of the ticket if you change your mind and are not willing to take the alternate flight.
Step 3-If you are denied boarding because a flight was oversold, an airline must offer you the choice to:
- Full refund of the ticket price.
- Alternative transport at no extra charge.
- The printed flight ticket, issued boarding pass, and any communication from the airline all serve as proof.
Step 4- Request that the airline provide a written confirmation of denial to board, along with compensation information.
Step 5- Refund will generally be made using the original form of payment where the booking was made.
Step 6- If you have booked through an agency, you may need to contact the agency.
Step 7 - However, while a refund is being dealt with, the airlines cannot take much time.
Step 8 - In such situations, one can approach the customer care or the online complaint department of the airline.
Step 9 - If the refund has not been processed or the airline hasn't received any document from DGCA, you can:
- Register a complaint on the AirSewa app or website.
- If it remains unresolved, send it to the consumer redressal forum.
Compensation for Denied Boarding:
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If a flight is arranged within an hour, no refund or compensation will be made to the passenger.
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If the flight delay exceeds one hour:
- 200% of the one-way fare (up to ₹10,000) for delays of up to 24 hours.
- 400% of the one-way fare (up to ₹20,000) for delays exceeding 24 hours.
- Full refund along with compensation if the passenger opts not to fly.
These rules, defined by DGCA and the Ministry of Civil Aviation, look for passenger rights during incidents of overbooking.
Features of the AirSewa App:
How to Claim Compensation via AirSewa:
Step 1 - Download the app from the Google Play Store or Apple App Store.
Step 2- Alternatively, visit the AirSewa website.
Step 3- Click on “Grievance Redressal” and select the complaint type (e.g., denied boarding, delay).
Step 4 - Provide details such as:
- Flight number
- PNR (Passenger Name Record)
- Date and time of travel
- Supporting documents (boarding pass, ticket, receipts)
Step 5 - Include specifics about the inconvenience caused and request appropriate compensation.
Step 6- Ensure that all details are correct before submission. You will receive a complaint reference number for tracking.
Step 7- Use the app to track updates or request additional action if required.
By using AirSewa, passengers can ensure airlines comply with regulations and protect their consumer rights effectively.
How to Raise Your Complaint via The AirSewa App?
AirSewa, the application by the Ministry of Civil Aviation, is a simple tool for passengers to register complaints related to flight delays or cancellations, denied boarding, or refund disputes.
Steps to Raise a Complaint:
Step 1- Download the AirSewa app from Google Play or Apple App Store.
Step 2- OR, go to the AirSewa website.
Step 3- Alternatively, visit the AirSewa website.
Step 4- Sign Up - You will be required to enter your Email ID or your phone number
Step 5: Log in if you have an account
Step 6- Home page of the app, click on "Grievance Redressal" or its equivalent.
Step 7 - Choose the nature of the grievance you are facing, for example: cancellation, delay, denied boarding, etc.
Step 8- Fill all relevant details, flight number, PNR and travel date and time.
Step 9- Specifically detailing grievances. For example, compensation requests, such as the inconvenience caused
Step 10 - Attach documents relevant to the complaint
Verify the information given and submit your complaint. You will be provided with a reference number for your complaint, and you will receive an email from the other party in this case, Air Canada, referencing the complaint number.
How to Track Complaint Status?
Tracking your complaint is simple through the AirSewa app or website:
Steps to Track a Complaint:
Step 1- Log in to the app or website using your registered credentials.
Step 2- Navigate to and click on the "Track Complaint" or "Complaint Status" link.
Step 3- Enter the complaint reference number provided at the time of submission.
Step 4- The app will display the current status of your complaint, such as:
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Pending
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In Process
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Resolved
By leveraging the AirSewa app, passengers can easily manage grievances and ensure fair treatment while staying informed about their rights.
Conclusion
Understanding the flight rules and passengers' rights becomes very important, especially in cases of cancellations when travel plans go awry. A well-informed traveller or passenger under airline regulations will be able to get the right compensation and support needed in such situations. This will require vigilance on the part of passengers to be aware of their rights as well.
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