Flight delayed or cancelled? Know your rights to refunds, compensation and assistance in India

Flight delays and cancellations can quickly disrupt travel plans, but passengers in India have legal protections that airlines are required to follow. Depending on the reason for the disruption and how much notice was given, travellers may be entitled to a refund, an alternative flight, meals, hotel accommodation and, in some cases, compensation.

These rights are governed by the Directorate General of Civil Aviation (DGCA) through its Civil Aviation Requirements (CAR) covering denied boarding, flight cancellations and delays.

For passengers travelling abroad, the rules may differ. Flights to or from the UK and Europe, for example, are covered by separate passenger protection laws that may provide additional rights depending on the airline and the route.

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What happens if your flight is cancelled?

If an airline cancels a flight in India, it must either provide an alternative flight or offer a full refund of the ticket.

Passengers who have already reached the airport before learning of the cancellation are also entitled to meals and refreshments during the waiting period.

Passengers may be entitled to compensation if they are informed of a cancellation less than three hours before departure, unless the airline offers an alternate flight within the timelines prescribed by the DGCA or the cancellation was caused by extraordinary circumstances.

However, compensation is generally not applicable when the cancellation results from extraordinary circumstances beyond the airline's control, such as severe weather, political unrest or air traffic control restrictions.

Under DGCA rules, compensation for eligible domestic flight cancellations ranges from ₹5,000 to ₹20,000 depending on the flight's block time and the circumstances of the disruption. In cases where boarding is denied because of overbooking, compensation can be as high as 400% of the basic fare.

What if your flight is delayed?

Passenger entitlements increase with the length of the delay.

For qualifying delays, airlines must provide meals and refreshments. If an overnight stay becomes necessary, they are also required to arrange hotel accommodation along with transport between the airport and the hotel.

If the delay becomes so long that the passenger no longer wishes to travel, they may opt for a full refund instead.

Passengers may still be entitled to meals and, where applicable under DGCA delay provisions, hotel accommodation during extended delays, even when the disruption is caused by factors beyond the airline's control.

What should you do if your flight is disrupted?

Passengers should keep their boarding pass and booking confirmation, save screenshots of delay or cancellation notifications and request written confirmation of the disruption from airline staff whenever possible.

If they spend money on food, transport or accommodation because the airline does not provide the required assistance, they should keep all receipts, as these may be needed when filing a complaint.

Complaints should first be made directly to the airline. If the issue is not resolved, passengers can escalate the matter through the AirSewa portal or helpline. They may also approach consumer commissions under the Consumer Protection Act, 2019, if a legitimate refund or compensation claim is denied.

Passengers denied boarding because of overbooking may also be entitled to compensation under DGCA rules, provided they had a valid booking and complied with check-in requirements.

What if you are travelling internationally?

Passenger rights vary depending on where the flight operates.

For flights covered by UK and EU passenger protection rules, travellers are generally entitled to choose between a refund or an alternative flight if their service is cancelled. Airlines must also provide meals, accommodation where necessary and transport to and from the hotel during extended disruptions.

Additional compensation may be available if the cancellation was within the airline's control and passengers were given short notice. However, compensation is generally not payable when delays or cancellations are caused by extraordinary circumstances such as severe weather, airport or air traffic control strikes, or armed conflict.

Travellers with international itineraries should check which passenger protection regime applies to their journey before travelling, as rights can differ depending on the airline and the countries involved.