Flight delays and cancellations- How to claim compensation

We all have faced frustrating experiences with flights. Weather, technicalities, operational issues often become the cause for flight delay and cancellation. As per the Directorate General of Civil Aviation (DGCA), 2.3 lakh domestic passengers were affected by flight cancellations and delays between January and June 2019.

Your rights as a passenger are protected by the DGCA. Airlines are bound to provide compensation to passengers affected by flight delays and cancellations.

What are passenger rights if the flight gets delayed?

Airlines are bound to provide complimentary meals and refreshments to affected passengers who checked in on time. If the delay is more than 24 hours, the airline must provide hotel accommodation with transfers free of cost.

WAITING TIME	BLOCK TIME*
2 hours or more	Up to 2.5 hours
3 hours or more	2.5 – 5 hours
4 hours or more	Neither of the above

*Block Time = Amount of time the flight takes from the departure gate till the arrival at the destination gate.

How to claim compensation for a cancelled flight?

What to do when your flight has been cancelled?[sc_fs_multi_faq headline-0=”p” question-0=”What are passenger rights if the flight gets delayed?” answer-0=”Airlines are bound to provide complimentary meals and refreshments to affected passengers who checked in on time. If the delay is more than 24 hours, the airline must provide hotel accommodation with transfers free of cost.” image-0=”” headline-1=”p” question-1=”How to claim compensation for a cancelled flight?” answer-1=”In case of cancellation of the ticket, airlines are required to refund all the statutory taxes and User Development Fee (UDF), Airport Development Fee (ADF), etc. No cancellation charge can be levied upon passengers.” image-1=”” headline-2=”p” question-2=”What to do if the airline has denied boarding?” answer-2=”The airline is required to ask passengers to voluntarily give up their seats in exchange for benefits/facilities that the airline may offer at its discretion.” image-2=”” headline-3=”p” question-3=”How to claim compensation for a diverted flight? ” answer-3=”Flights can be diverted due to bad weather conditions, natural disasters, and mechanical problems. Flights can also be diverted due to medical emergencies or unruly passenger behavior.” image-3=”” count=”4″ html=”false” css_class=””] Were you informed beforehand or were you subjected to endless hours of waiting?

If the passenger cancels: At the time of booking, make sure you check the ticket cancellation charges. The airline must indicate the refundable amount with cost breakup at the time of booking on their website.

If the airline cancels: In case of cancellation of the ticket, airlines are required to refund all the statutory taxes and User Development Fee (UDF), Airport Development Fee (ADF), etc. No cancellation charge can be levied upon passengers.

What is your situation?	The compensation you get
Were you informed 2 weeks before the scheduled departure time?	Alternate Flight / Refund of fare
Were you informed less than 2 weeks / up to 24 hours before scheduled departure time?	An alternative flight that departs within 2 hours of the departure time of your original flight.
Were you not informed about flight cancellation and reported on time for the flight?	Refund + Meal(s)/refreshments (Subject to waiting time as follows)
	If the block time ≤ 1 hour	₹ 5000 or booked one-way basic fare + airline fuel charge (whichever is less)
	If the block time 1≤ 2 hours	₹ 7500 or Booked one-way basic fare + airline fuel charge (whichever is less)
	Block time >2 hours	₹ 10,000 or booked one-way basic fare + airline fuel charge (whichever is less)
Did the airline fail to inform you that due to inadequate contact information provided by you?	No financial compensation. In such cases, airlines will either refund the ticket prices or make alternate travel arrangements as per the choice of passenger(s).

To submit a complaint Against Flights Delay and Compenstation, fill the form given below:

Frames are not supported by your browser. To submit a complaint, search for the company on the<a href="www.resolver.co.uk" title="alternative to iframe" target:="" _blank="">home page</a>

What to do if the airline has denied boarding?

In the event of an overbooked flight, i.e. one where the number of confirmed bookings exceeds the number of seats available on the aircraft, the protocol is as follows:

The airline is required to ask passengers to voluntarily give up their seats in exchange for benefits/facilities that the airline may offer at its discretion.
In case the airline must deny boarding to passengers without their compliance, then the following rules apply:

Time Difference between Alternate Flight and Original Flight’s Scheduled Departure Time	Compensation Provided
1 hour	No Compensation Provided
Within 24 hours	200% of booked one-way basic fare + airline fuel charge, capped at INR 10,000
Exceeding 24 hours	400% of booked one-way basic fare + airline fuel charge, capped at INR 20,000.
Passenger does not opt for an alternate flight	A full refund of ticket fare + compensation of 400% of booked one-way basic fare + airline fuel charge, capped at INR 20,000.

If you were denied boarding in a connecting flight, the airline will compensate for the first flight only if the arrival time at the destination has been delayed by at least three hours.

The compensation will remain per the information provided in the table above.

How to claim compensation for a diverted flight?

Flights can be diverted due to bad weather conditions, natural disasters, and mechanical problems. Flights can also be diverted due to medical emergencies or unruly passenger behavior. In case your flight gets diverted, here’s what you need to know:

Waiting time more than 2 hours	The airline should make immediate arrangements to disembark at the nearest airport. Refreshment should be provided during the waiting time.
Waiting time less than 2 hours	Pilots will now have to make onboard announcements the moment they learn of a change in schedule, also an appropriate announcement for boarding should be made.

How to claim compensation from airlines in case of an unnatural event causing physical injury or death?

During International Travel

During Domestic Travel

In case of death or physical injury to a passenger onboard an aircraft, the airlines will be liable to pay damages up to 113,100 SDR* (Special Drawing Rights) per passenger.

In case of death due to natural causes inside the aircraft, the airlines will not be liable to pay any compensation.

For death or physical injury to a passenger onboard an aircraft, the airlines will be liable to pay damages up to Rs 20,00,000 per passenger.

In case of death due to natural causes inside the aircraft, the airlines will not be liable to pay any compensation.

*1 SDR= Rs 94.97

How much time will it take to receive compensation from the airlines?

The processing time of the refunds may vary according to the method of transaction used. Please note that in case of a foreign airline, the right to refund will be subject to its internal policy. For instance, if you are flying from Rome to Paris, these regulations won’t come in handy. The rules only apply to airlines registered in India.

Method of Transaction	Refund process
Cash	Immediately
Credit Card	Within 7 days of cancellation
Travel Agent	At the passenger’s and travel agent’s will