By Aneesha Mathur
Travellers in India—both domestic and international—have been facing numerous flight delays and disruptions in recent days.These include delays in Air India’s Dreamliner fleet due to stricter inspection norms set by the Directorate General of Civil Aviation (DGCA) after the AI 171 crash, long-haul flight delays due to route disruptions caused by the Middle East tension, and domestic delays owing to bad weather conditions. Many passengers have taken to social media to express frustration and share images of the chaos across airports.So, if you’re one of the affected airline passengers stuck at the airport or have been informed that your flight has been cancelled—what can you do?The DGCA and various international aviation conventions have issued guidelines ensuring that, at the very least, passengers are entitled to refreshments, accommodation, refunds, or compensation, depending on the situation.If your flight is delayedIf you’ve already checked in, the airline is required to provide food and refreshments, depending on the duration of the delay. If the delay exceeds six hours for a flight scheduled after 8 pm, or the delay exceeds 24 hours, the airline must provide free hotel accommodation.For domestic flights delayed by over six hours, the airline must do the following:Inform you of the revised departure time at least 24 hours in advance, orOffer an alternative flight within six hours, orProvide a full refund of the ticket priceFor international flights, the refund rules of the airline’s home country may apply.If your flight is cancelledYou are entitled to an alternative flight or a refund. If the cancellation happens after you’ve arrived at the airport, you are also eligible for compensation, depending on the flight duration.Compensation in case of cancellations:Informed at least two weeks in advance: Alternative flight or full refundInformed between two weeks and 24 hours before departure: Alternative flight departing within 2 hours of the original timeInformed after arriving at the airport: Refund, mealsrefreshments, and compensation based on flight durationCompensation amounts:Block time less than 1 hour: Rs 5,000 or the one-way basic fare + airline fuel charge (whichever is lower)Block time between 1 and 2 hours: Rs 7,500 or the one-way basic fare + airline fuel charge (whichever is lower)Block time over 2 hours: Rs 10,000 or the one-way basic fare + airline fuel charge (whichever is lower)Important note: If the airline informed you of the cancellation or delay, but you provided incorrect contact information, you will not be eligible for compensation. However, you can still claim a refund or request alternative travel arrangements, if possible.When compensation may not applyIf the delay or cancellation is caused by factors beyond the airline’s control, such as:Stricter inspection regulations (eg, DGCA mandates) orGeopolitical disruptions (eg, the West Asia conflict) orWeather conditionsSuch events fall under “extraordinary circumstances” or “acts of God”. In these cases, airlines are not required to offer compensation, though they must still provide refreshments, accommodation, or alternative flights, as applicable.What should passengers do?Document everything: Keep a record of your check-in time, boarding pass, and the time the airline informed you about the delay or cancellation.Contact airline staff at the airport: All airlines are required to display the contact details of their grievance officer and the refundcompensation process.Get written information: Airlines are legally required to give you written notice about:The reason for the delaycancellation.Your rights regarding refunds and compensationWhere to file complaints:Lodge a complaint at airport helpdesks (check-in and departure zones)File complaints online via www.AirSewa.com, Air Sewa app or DGCA websiteConsumer forum, if the airline refuses to process your claim or denies facilitiesExample: In 2024, the Mumbai Consumer Forum awarded Rs 75,000 to a resident after a 2019 Air India flight from Bangkok to Mumbai was delayed for over 12 hours. The compensation was for the “physical and mental agony” caused by operational delays.Flight disruption statementAirlines also issue a “Flight Disruption Statement”—a document you can use as evidence if you’ve purchased flight insurance and want to file a claim. Ask airline staff or check the airline’s official website.Stay informed. Know your rights.- EndsPublished By: sharangee Published On: Jul 4, 2025Must Watch