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The Directorate General of Civil Aviation, Government of India reiterated the rights to air passengers flying within the country. It includes specific laws that are specially designed to protect and benefit the air passengers in case of flight disruptions.
Air passenger rights varies from country to country. In India, the rights cover compensation for flight delay, cancellation, denied boarding, and baggage lost or damage. However, passengers who frequently travel to different countries often feel protected under the regulations.
Still there are millions of people who are not aware of their rights and do not even know if passenger rights actually exist. Almost 90% of Indian air passengers do not know about their rights and this has become the mission of refundme.in to decrease the figures.
As per the new Air Passenger Charter Act, 2019, air passengers can directly claim compensation for:
Severe weather
Strikes
Radar failure
Passengers are entitled to compensation whenever time irregularities are caused by circumstances that are the responsibility of the airline. If there are “Extraordinary Circumstances” outside of the airline’s control, the obligations of the airline are restricted.
Passengers are entitled to food and drink in proportion to the waiting period.
You are entitled to up to two phone calls, e-mails or faxes at the expense of the airline.
If the waiting time requires an overnight stay, the airline must pay for your hotel.
Flight Delay
If the delay is more than 24 hours the airline must offer free hotel accommodation with transfers.
Complimentary meals and refreshments will be provided to the passengers who have checked in on time and faced delay of 2 hours or more, subject to wait time as mentioned below:
| Wait 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 |
Note: Compensation claim is not liable in case extraordinary circumstances which may incorporate any occasion outside the control of the airline.
The effect of which prompts the cancellation/delay of flight(s) or which influence the airlines' capacity to operate flights on time, and which couldn't have been avoided regardless of the measures taken by the aircraft.
Denied Boarding
Denied boarding occurs when the number of confirmed bookings exceeds the number of seats available on the craft, the protocol is as follows:
The airline has to ask passengers voluntarily to give up their seats in exchange for benefits/facilities.
In case the airline must deny boarding to passengers without their compliance, then the following rules apply:
| Duration between Alternate flight and Scheduled Departure Time | Compensation |
|---|---|
| 1 hour | No Compensation |
| 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 |
| If Passenger deny for an alternate flight | Full refund of ticket fare + compensation of 400% of booked one-way basic fare + airline fuel charge, capped at INR 20,000 |
Flight Cancellation
| Situation | Compensation | |
|---|---|---|
| Passenger informed 2 weeks prior to scheduled departure time | Alternate Flight / Refund of fare | |
| Passenger informed less than 2 weeks and up to 24 hours prior to scheduled departure time | Alternative flight with scheduled departure time within 2 hours of booked scheduled departure time of cancelled flight | |
| Passenger not informed and reports on time for original cancelled flight | Refund + meals/refreshments (subject to wait time): | |
| Block time ≤ 1 hour | ₹ 5000 or booked one-way basic fare + airline fuel charge (whichever is less) | |
| 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) | |
| Inadequate contact information provided by passenger | No Financial Compensation. In such cases airlines will either refund the ticket prices or make reasonable endeavor to make alternate travel arrangements as per the choice of passengers. | |
Baggage Damage/Delay/Lost
In case of loss, damage or delayed baggage, contact airline and collect Property Irregularity Report (PIR) before leaving the airport. You will also need to put in a written claim to the airline.
In case of damaged baggage, airline may pay you for repair of your baggage or provide replacement baggage.
Airline is liable to compensate in case of loss, damage or delayed baggage as per the provisions of The Carriage by Air Act, 1972.
Before travel, you must check that size of your hand baggage specified by the airline. Oversized hand baggage can lead to overloading and create safety hazard.
Avoid carrying dry cell batteries, knives, alcohol, scissors, sharp instruments, tools, fire arms, ammunition and their toy replicas in the hand baggage as these items are prohibited.
For safety and security, you should carry currency, precious metals, jewelry, negotiable instruments, securities, personal identification documents and other items of value in your hand baggage.
Free baggage allowance
Charges for baggage beyond free limit.
Charges for special equipment like musical, sport, arms & ammunition, etc.
