Flight Delayed or Cancelled? Here’s What Airlines Owe You

As travellers continue to reel from the disruption caused by the recent spate of flight delays and cancellations — particularly those affecting IndiGo services across the country — aviation authorities have underlined the rights of passengers under the India Passenger Charter, the official flight rights framework issued by the Ministry of Civil Aviation.

The charter, which sets out passengers’ entitlements in events such as delays, cancellations, overbooking and baggage issues, has been thrust into the spotlight following multiple instances over the past week where passengers faced long waits, altered schedules and confusion at airports.

Delays and what airlines must provide

Under the charter, passengers facing flight delays are entitled to free meals for delays of two to four hours, and for delays beyond six hours, airlines must offer either an alternate flight or a full refund. If delays stretch beyond 24 hours, passengers are entitled to hotel accommodation at the airline’s cost.

Compensation for cancellations

For flight cancellations, the charter specifies compensation in addition to refunds, depending on the length of delay in re-routing. Passengers can claim up to ₹10,000 if the replacement flight is more than two hours late. These amounts are aimed at offsetting passenger inconvenience, though airline sources note that passengers must register claims with the airline’s customer care or at airport counters.

Overbooking redressal

Incidents of overbooking — where passengers are denied boarding despite holding valid tickets — have seen airlines offering choices between alternate flights within an hour or financial compensation of up to ₹20,000 if re-routing takes longer. Overbooking issues have been less reported in the recent IndiGo disruptions, but the charter’s protections apply equally.

Baggage, refunds and other rights

The charter also outlines baggage liability: domestic flights carry compensation of up to ₹20,000 for loss, while international flights follow global SDR (Special Drawing Rights) standards. Refunds, including all fees and taxes, are to be processed promptly — with cash refunds happening immediately and card refunds within seven days.

Passengers are also entitled to special assistance for persons with disabilities, medical help, and free Wi-Fi at airports, as well as the right to a written explanation of their rights.

Source: Ministry of Civil Aviation | Govt of India