ENSURING AIR PASSENGERS RIGHTS & SAFETY

What are your Passenger rights?

Please click on the sections below to know the rights in detail.

Flight delays

In case of a delay greater than 24 hours, the airline must provide hotel accommodation free of charge with transfers.

Complimentary meals and refreshments will be provided to the passengers who have checked in on time, subject to wait time as per the table below:

Wait time
Block Time
2 hours or more
Upto 2.5 hours
3 hours or more
2.5 – 5 hours
4 hours or more
Neither of the above

Disclaimer: Compensation is subject to the claim of extraordinary circumstances which may include any event beyond the control of the airline, the impact of which leads to the cancellation/delay of flight(s) or which affect the airlines’ ability to operate flights on schedule, and which could not have been avoided even if all reasonable measures had been taken by the airline.

Baggage loss/Delay

Loss/Delay

Safety Instruction

Please check the following from the airline you intend to fly:

Cancellation of flights

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 endeavour to make alternate travel arrangements as per the choice of passengers.

Disclaimer: Compensation is subject to the claim of Extraordinary Circumstance which may include any event beyond the control of the airline, the impact of which leads to the cancellation/delay of flight(s) or which affect the airlines’ ability to operate flights on schedule, and which could not have been avoided even if all reasonable measures had been taken by the airline.

Special Assistance

Carriage of Passenger with Disability

Facilitation to passengers with disability or reduced mobility is provided as per DGCA CAR, Section 3, Series M, Part I

To facilitate the carriage of persons with disability or reduced mobility, airlines shall obtain necessary information about the specific requirements of such persons at the time of ticketing/online booking process or through customer care. Once the ticket is confirmed no further enquires shall be made.

You are required to notify your needs at least 48 hours before the scheduled time of departure to enable the airline to make necessary arrangements for special assistance. However, for cases of emergency travel, airlines shall make all reasonable efforts to provide best possible assistance.

Ask your airline for assistance to meet your particular needs and seamless travel from the departure terminal to the aircraft and at the end of the journey from the aircraft to the arrival terminal, without any additional expenses.

If for any reason off-loading has to be done by the airline, you hold the highest priority for transportation, including your escorts, if any.

Please ensure that you are suitably briefed about safety and emergency evacuation procedures on board.

If you wish to travel without an escort and only require special assistance at an airport for embarking/disembarking and a reasonable accommodation in flight, you are not required to produce medical certificate or fill up special forms.

For more details, refer to the regulation on “Carriage by Air - Persons with Disability and/or Persons with Reduced Mobility” as per DGCA CAR, Section 3, Series M, Part I.

Facilities to Senior Citizens, Pregnant women

As a senior citizen, pregnant women and disabled passenger, you may ask for automated buggies in the terminal building for your access up to the boarding gate. Airport operators provide the automated buggies free of charge at airports having annual aircraft movements of 50,000 or more.

You may ask for automated buggies if you feel that the boarding gate is located beyond reasonable walking distance.

For your convenience, you can make use of small trolleys provided by the airport operator after security check for carriage of hand baggage up to the boarding gate. Please look for signage in the Terminal Building to locate automated buggies and small trolleys.

For more details, refer to the regulation on “Facilities/Courtesies to esteemed travelling public at airports” as per Air Transport Circular 01 of 2014

Refunds

processing time of refunds vary as tabulated below:

Processing Time

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

General

Information on flights and Reservation

upon booking a flight, either via travel agent or through the airline’s offices or website, the passenger has a right to certain information that should be communicated accurately. The information that should be provided is represented below:

Denied boarding

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

Time Difference between Alternate Flight and Original 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 Full refund of ticket fare + compensation of 400% of booked one-way basic fare + airline fuel charge, capped at INR 20,000

In the case of connecting flights:

The compensation protocol is as follows:

The passenger will be compensated for the first leg of his journey by the airline of the first flight only if his arrival time at the destination has been delayed by at least three hours due to him being denied boarding at the first departure station. The compensation will remain in accordance with the information provided in the table above.