Compensation will be given if the flight is delayed or cancelled without notice, what are the rules?

In August 2019, the Directorate General of Civil Aviation (DGCA) issued new regulations for passengers who are unable to board flights due to delays or cancellations, and for those who are unable to board flights due to overbooking. This has tightened the compensation rules for passengers. If you are a frequent flyer and have experienced such problems, you can claim compensation.

What are the rules of DGCA?

The Directorate General of Civil Aviation (DGCA) has established regulations for airlines in India. These regulations help Indian airlines adhere to international standards. These regulations are all covered under the Civil Aviation Requirements (CAR). According to Section 3 of the CAR, airlines must provide all waiting facilities if a flight is cancelled or delayed, or if a passenger is denied boarding due to overbooking.

This rule applies to all domestic flights within India and all international flights departing from India, regardless of whether the airline is Indian or foreign.

The DGCA states that if an airline fails to operate as planned, it must either compensate passengers or arrange alternative travel options for them. However, the compensation passengers receive depends on how far in advance they were notified of the cancellation and the length of the delay.

When the flight is late

• If you have checked in on time and after reaching the airport you find out that your flight is late, then the airlines are bound to compensate you for it.
• If a flight with a duration of two and a half hours is delayed by two hours or more, a flight with a duration of two and a half to five hours is delayed by three hours or more, and a flight with a duration of more than five hours is delayed by four hours or more, then the airline will have to provide free meals and refreshments during the waiting period.
• If your domestic flight is delayed by more than 6 hours, then the airlines will have to inform the passengers about it 24 hours before the scheduled time. Also, the passengers will be given the option of an alternate flight or full refund of the ticket within 6 hours.
• If any flight is delayed by more than 24 hours or if a flight between 8 pm and 3 am is delayed by more than 6 hours, then the airlines will have to make hotel arrangements for the passengers.

Flight cancellation without notice or after the scheduled time

Passengers should be informed of any flight cancellation by the airlines at least two weeks before the scheduled departure time. Passengers should also be given the option of an alternate flight or a full refund. If the airlines do not inform you of the cancellation and you miss your connecting flight booked on the same ticket, then there is a rule to provide a full refund along with extra compensation.

For flights with block time up to 1 hour – ₹5000 or one way fare + fuel charges

For flights with block time of 1-2 hours – ₹7500 or one way fare + fuel charges

For flights with block time up to 2 hours – ₹10000 or one way fare + fuel charges

If the airline has provided an alternate flight departing from another airport, you will also be required to pay the cost of transportation to that airport. (If the alternate flight is provided more than 6 hours in advance, the passenger will be required to travel to the airport in person.)

Denied boarding due to overbooking

When there are not enough seats available on a flight for passengers with confirmed bookings, it is called over-booking. In such a situation, airlines look for volunteers who are willing to give up their seat to someone else in exchange for compensation or an alternate flight.

In such a situation, the airline has to provide an alternate flight for the passengers which will take off within 1 hour. If the airline fails to do so, then it has to pay compensation.

If you arrange an alternate flight departing within 24 hours – 200% of the original one-way fare + fuel charges If you arrange an alternate flight departing after 24 hours – 400% of the original one-way fare + fuel charges If you refuse the alternate flight – Full refund of the ticket + 400% of the original one-way fare + fuel charges

How to claim refund or compensation?

• To claim compensation, keep all your documents with you, such as boarding pass, ticket, booking reference ID, information records from the airline, and food and hotel receipts.
• File a complaint on the airline’s grievance portal. According to DGCA regulations, the complaint will be resolved within 30 days.
• If the airline refuses to resolve your issue, you can lodge your complaint on the Air Seva portal of the Ministry of Civil Aviation (airsewa.gov.in).

When do you get a refund?

Cash payments are refunded immediately. Credit card payments are refunded within 7 days. If the booking was made through a travel agent, the refund will also be provided by the travel agent.

What do you get if your flight is cancelled?

• According to DGCA, if the airline cancels the flight, it is mandatory to give full refund.
• If the airline informs about the cancellation at least 2 weeks in advance, the passenger can choose between a refund or another flight.
• If the airline informs less than 2 weeks but more than 24 hours in advance, the passenger can still opt for a refund or another flight.
• If the airline does not provide timely information or another connecting flight is missed on the same ticket, compensation and refund/alternate flight will be given as per the travel time.

How much compensation is received?

Flight up to 1 hour: Rs 5000

Up to 2 hours: Rs 7500

More than 2 hours: Rs 10,000

The airline may choose to provide the base fare and fuel charges instead of this amount. Passengers also receive waiting facilities at the airport. However, if the passenger did not provide their contact details or the cancellation was due to circumstances beyond the airline’s control (such as weather, security reasons), no compensation will be provided.

DGCA rules for flight delays

If the flight is delayed and the passengers have checked in on time, the airline will have to provide basic facilities like food and drinks to the waiting passengers.

These features become essential after this time:Short route – 2 hours Medium route – 3 hours Long route – 4 hours

Note: If a domestic flight is delayed by more than 6 hours, the airline will have to either provide an alternative flight within 6 hours or a full refund.

What happens if there is a long delay?

If the delay is more than 6 hours or for an overnight flight, the airline must provide hotel accommodation and transportation to and from the airport if the delay exceeds 24 hours, or for an overnight flight (8 PM-3 AM) that is more than 6 hours late. However, there are exemptions to this rule: if the delay is beyond the airline’s control (e.g., weather, political unrest, natural disaster), hotel accommodations or other amenities are not required.

What benefits do passengers get?

• Full refund mandatory on flight cancellation
• Rs 5000-10000 compensation for failure to report on time or missed connection
• Food and drinks on delayed flights, hotels and transport if the flight is delayed
• In exceptional circumstances, the airline is not responsible.