New Delhi – With widespread flight disruptions affecting air travel across India, it has become increasingly important for passengers to understand the distinction between airline policies and their actual legal rights. The Directorate General of Civil Aviation (DGCA) has laid down clear regulations in its 2019 Passenger Charter and reinforced them through the Ministry of Civil Aviation’s 2025 affirmations. These norms define what travelers are entitled to in cases of delays, cancellations, or baggage issues, ensuring that airlines are held accountable for disruptions that affect passengers.

1. What to Expect When Your Flight is Delayed

If you are at the airport and your flight is delayed, the compensation and amenities you are entitled to largely depend on the duration of the delay relative to your flight’s total journey time.

• Meals and Refreshments: Passengers are entitled to complimentary food and beverages if the delay exceeds:
  • 2 hours for flights shorter than 2.5 hours.
  • 3 hours for flights lasting between 2.5 and 5 hours.
  • 4 hours for flights longer than 5 hours.
• Rescheduling or Refunds: If your flight is delayed for more than 6 hours, the airline must give you the choice of either an alternate flight within 6 hours or a full refund of the ticket. This ensures that travelers have the option to continue their journey or cancel plans without incurring additional financial loss.

2. Accommodation Rights for Overnight Delays

Passengers stuck overnight due to a flight delay may be eligible for free hotel accommodation, including transfers, depending on the reason for the disruption.

• General Rule: Airlines are required to provide hotel accommodation if a delay is overnight or exceeds 24 hours.
• Force Majeure Exception: Airlines are not legally obliged to provide accommodation if the delay results from extraordinary circumstances beyond their control. Examples include:
  • Natural disasters
  • Fog or adverse weather conditions
  • Security threats
• Operational Issues: If the delay is due to operational reasons such as crew shortages or administrative failures, passengers are legally entitled to hotel accommodations. CAR Section 3, Series M, Part IV mandates this provision. Passengers should confirm the cause of the delay; if the airline cites weather inaccurately when the real reason is operational, they can lodge a complaint.

3. Compensation for Flight Cancellations

Passengers are legally entitled to financial compensation if the airline fails to inform them of a flight cancellation at least two weeks in advance. This applies not only to direct bookings but also to missed connecting flights booked on the same ticket.

The compensation amount depends on flight duration:

• Flights up to 1 hour: ₹5,000 (or basic fare plus fuel charge, whichever is lower).
• Flights between 1 and 2 hours: ₹7,500 (or basic fare plus fuel charge, whichever is lower).
• Flights longer than 2 hours: ₹10,000 (or basic fare plus fuel charge, whichever is lower).

This financial protection ensures that passengers are not left bearing the costs of last-minute cancellations.

4. Full Refund Option

Passengers have the right to refuse the alternate flight offered by the airline and claim a full refund if their flight is cancelled or delayed by more than 6 hours. Refund timelines vary depending on the mode of payment:

• Cash or bank transfer: Immediate refund.
• Credit card: Refund must be processed within seven days.
• Travel agents: Passengers must claim refunds directly from the agent through whom the ticket was booked.

This allows passengers to rebook flights with other airlines if they prefer, giving them flexibility and control over their travel plans.

5. Baggage Liability

The DGCA also regulates compensation for lost, delayed, or damaged baggage.

• Domestic Flights: Liability is limited to ₹20,000 per passenger.
• International Flights: Liability is capped at 1,131 Special Drawing Rights (SDR), approximately ₹1.2 lakh per passenger.

Passengers should immediately report any issues with their checked baggage and retain documentation, such as boarding passes and baggage receipts, to support claims.

6. Filing Complaints

If an airline refuses to comply with these regulations—for example, by incorrectly citing weather as the reason for operational delays—passengers can lodge a formal grievance.

• AirSewa App/Portal: The government’s primary channel for passenger complaints, accessible at www.airsewa.gov.in.
• DGCA Nodal Officers: Available at major airports to assist with passenger grievances.

Filing complaints through these channels ensures that passengers’ legal rights are upheld and that airlines are held accountable for disruptions.

Understanding Airline Policies vs. Legal Rights

While airlines may provide additional services as part of their policies—such as complimentary meals, lounges, or rescheduling options—these should not be confused with your statutory entitlements. Knowing the difference between airline policy and legal rights empowers passengers to claim what they are legally owed, especially during widespread disruptions like those currently affecting India’s domestic and international flight network.

Conclusion

In times of widespread flight delays and cancellations, passengers should remain informed about their legal entitlements under DGCA regulations. Whether it’s receiving meals during long delays, claiming compensation for cancellations, securing overnight accommodation, or lodging complaints, understanding your rights ensures that airlines are held accountable for service failures. By separating airline goodwill policies from mandated legal rights, travelers can navigate disruptions with confidence and minimize the impact on their schedules and budgets.