The IndiGo flights crisis has left ten of thousands of passengers stranded, with assistance provided by the airline not being at par with requirements. So, it has become essential that travellers know their legal rights according to the Directorate General of Civil Aviation’s (DGCA) norms, and not fall prey to 'airline policy.' What do the 2019 Passenger Charter and the 2025 Ministry of Civil Aviation rules say about passenger rights in the midst of such a crisis?
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What do you get when your flight is delayed?
For on-time checkers, flight delay compensations are proportional to the duration of the flight they're going to board:
You will be entitled to free meals and refreshments, if:
The flight is delayed for more than 2 hours, and duration of travel is less than 2 hours 30 minutes.
The flight is delayed for more than 3 hours, and duration of travel is between 2 hours 30 minutes and 5 hours.
The flight is delayed for more than 4 hours, and duration of travel is more than 5 hours.
If the flight gets delayed for more than 6 hours, the airline must offer you options between boarding an alternate flight within the next 6 hours, or initiate a full refund of the ticket.
Do you get accomodation for overnight delays?
If you're stranded overnight at an airport or your flight is delayed by over 24 hours, the airline is bound to provide you with free hotel, but this won't be applicable if the delay is caused by reasons beyond the control of the airlines.
Passengers are entitled to free accomodation if the delay is caused by administrative failures, rostering discrepancies or shortages in staff.
If the delay is caused by natural circumstances like fog, weather or is triggered by security risks or natural calamities, passengers won't be entitled to free accomodation, Hindustan Times reported.
Can you get monetary compensation if flights are delayed?
If the requisite airline does not inform you about the cancellation of your flight at least two weeks before it's scheduled to depart, you are entitled to financial compensations under Indian law, Hindustan Times said. If the cancellation is not notified to you, or you are unable to board a connecting flight paid for in the same ticket, the airline is bound to provide additional compensation along with a full refund.
Compensations will vary as per flight durations. ₹5,000 must be compensated to the passenger if the flight's duration is less and 1 hour, or basic fare added with fuel charge, whichever is less. Similarly, if the duration is between 1 to 2 hours, then the compensation will amount to ₹7,500 and ₹10,000 for flights longer than 2 hours.
Refunds are to happen instantly if the transaction happened through cash or bank transfer. If you booked the tickets through a credit card, the refund might take up to 7 days. If the flight bookings were made through a travel agent, they must be contacted for a refund.
Who to complain to?
To lodge a formal complaint, air flyers must file their grievances on the AirSewa App/Portal at www.airsewa.gov.in or contact the DGCA nodal officer at major airports.
