Overview

The table below summarises some key details about the flight rules in India that one should be aware of.

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.

• 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.

• 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.

• 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.

• 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.

Read more: EWS Certificate

Passenger Rights In The Case Of Flight Delays

In instances wherein flights have been delayed, the rights of passengers are as follows:

• 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.

• 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.

• 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.

Read more: Aadhaar Card

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:

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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:

1. 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.

2. Compensation:

   • Where the flight is offered by the airline with a departure time within an hour of the scheduled time, nothing is owed.

   • 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.

   • Alternatively, some passengers choose not to board the alternate flight but instead request a full refund plus additional compensation.

3. 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.

4. If unsatisfied with the airline's response, you can lodge complaints via the AirSewa app or website.

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

• Boarding passes

• Flight tickets

• Receipts for expenses related to the issue

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.