Overview of Air Passenger Rights
Air passengers in India are protected under rules set by the Directorate General of Civil Aviation (DGCA). Airlines must compensate passengers for delays, cancellations, and baggage issues as per guidelines in 2025.
Air passengers in India are safeguarded by the Civil Aviation Requirements (CAR) issued by the Directorate General of Civil Aviation (DGCA). These rules ensure that passengers are treated fairly and receive adequate compensation when airlines fail to fulfill their obligations.
Under the 2025 DGCA guidelines, if your flight is delayed, canceled, overbooked, or your baggage is lost or damaged, you have clearly defined legal rights. Airlines are required to:
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Provide timely updates about delays or changes.
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Offer meals, accommodation, or alternative flights depending on the duration of delay.
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Compensate for denied boarding in case of overbooking.
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Refund ticket costs or offer rebooking in the event of cancellations.
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Pay compensation for delayed, lost, or damaged baggage.
These protections apply to both domestic and international flights departing from or arriving in India. The DGCA regularly updates these rules, so passengers should stay informed and be prepared to assert their rights when necessary.
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Flight Delays: What You’re Entitled To
If your flight is delayed beyond a certain time, you're entitled to food, refreshments, hotel accommodation (if overnight), and in some cases, a refund. Airlines must inform you in advance and offer alternatives.
When your flight is delayed beyond a reasonable period, Indian aviation law—particularly the DGCA Civil Aviation Requirements (CAR) Section 3, Series M, Part IV—provides specific entitlements to protect your rights as a passenger.
Here’s what you can expect depending on the duration of the delay:
Delays of Over 2 Hours (for flights up to 2.5 hours duration)
Delays of Over 3 Hours (for longer flights)
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Airlines must offer meals and beverages in accordance with the waiting time.
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If the delay crosses 6 hours and you were informed less than 24 hours before departure, the airline must offer:
Delays Leading to Overnight Stay
Missed Connections
Airline Communication Duty
Airlines must proactively inform passengers about delays through SMS, email, or phone at least 24 hours in advance. Failure to notify can make the airline liable for additional compensation.
These entitlements apply only if the delay is caused by the airline and not due to extraordinary circumstances like natural disasters or air traffic control restrictions.
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Flight Cancellations and Compensation
In case of cancellations made less than 2 weeks before departure, you may be eligible for full refund or alternate travel without extra cost. Airlines are required to inform you at least 24 hours in advance.
If an airline cancels your flight less than two weeks before the scheduled departure date, you may be entitled to compensation under DGCA regulations. Airlines are obligated to inform passengers of such cancellations at least 24 hours in advance. Failure to do so can result in mandatory compensation or a full refund.
You have the right to choose between:
If the alternate flight offered is significantly delayed or causes inconvenience, you can still demand a full refund. In cases where you are not informed in time, or the cancellation is due to the airline’s fault, compensation may also include additional financial penalties as prescribed by DGCA norms.
Always retain a copy of the cancellation notice, ticket details, and any communication from the airline. This documentation will be essential if you need to escalate the matter to consumer forums or the Directorate General of Civil Aviation.
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Refunds for Tickets: Rules & Process
Refunds must be processed within 7 working days for bookings made with credit/debit cards. No cancellation charges apply if canceled within 24 hours of booking and at least 7 days before the flight.
In addition to the basic refund rules, passengers should be aware of several practical aspects of how refunds are handled by Indian airlines in 2025.
For tickets booked online through travel portals or airline websites, the refund is usually credited back to the original mode of payment—credit card, debit card, UPI, or net banking—within the stipulated 7 working days. However, delays are not uncommon, and passengers should track their refund status proactively. Most airlines offer refund tracking via customer service or their website.
For cash bookings or payments made through offline travel agents, the refund process may take longer and often requires manual follow-up. In such cases, passengers are advised to retain physical proof of payment and cancellation.
It’s also important to note that while cancellation within 24 hours (with a gap of at least 7 days before departure) ensures a full refund with no penalty, this rule may not apply to promotional fares or special discount tickets unless clearly stated at the time of booking.
If the airline fails to process the refund within the prescribed timeline, you may escalate the matter to the airline's nodal officer or file a formal complaint with the DGCA. Passengers are also entitled to interest on delayed refunds, as per consumer protection norms.
Always review the fare conditions, cancellation terms, and refund eligibility before booking. Transparent refund timelines and fair cancellation policies are now a regulatory requirement for all scheduled domestic and international carriers operating in India.
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Baggage Issues and Compensation
For lost or damaged baggage, airlines must compensate passengers based on weight or declared value. Immediate complaints must be filed at the airport counter, with follow-ups in writing.
Airlines operating in India are legally obligated to compensate passengers in the event of baggage mishandling—whether it involves loss, damage, or delay. The compensation for lost or damaged baggage is calculated either based on the weight of the checked baggage (usually around ₹450 per kg for domestic flights) or the value declared by the passenger at the time of check-in, whichever is higher, provided additional charges were paid for declaration.
In the case of delayed baggage, passengers may be reimbursed for reasonable expenses incurred due to the delay, such as essentials like toiletries or clothing—especially when traveling away from home. It’s advisable to retain all receipts and proof of purchase to support your claim.
Passengers must file a Property Irregularity Report (PIR) at the airport immediately upon discovering that their baggage is missing or damaged. This is mandatory for initiating any claim. In addition to the PIR, a formal written complaint should be submitted to the airline within:
Failure to meet these deadlines can result in denial of compensation.
For valuable or fragile items, it’s best to carry them in cabin baggage, as airlines generally exclude liability for damage to items such as electronics, jewelry, cash, and perishable goods when carried in checked-in luggage.
In case the airline does not respond satisfactorily or denies rightful compensation, passengers have the right to escalate the matter to the Directorate General of Civil Aviation (DGCA) or seek redress through consumer courts.
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Filing a Complaint with the Airline or DGCA
When you encounter issues like flight delays, denied boarding, baggage loss, or refund delays, the first step is always to approach the airline's official grievance redressal channel—either through their customer support portal, phone helpline, or airport service desk. Clearly explain the problem, attach relevant documents (boarding pass, e-ticket, baggage tags, receipts), and ask for an acknowledgment of your complaint in writing or email.
Most airlines are expected to respond within 30 days under India’s Civil Aviation Requirements (CAR). If the airline fails to provide a resolution or you find their response unsatisfactory, you can escalate the matter to the DGCA (Directorate General of Civil Aviation).
To file an official grievance with the DGCA:
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Visit the AirSewa Portal at www.airsewa.gov.in
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Register/login and submit your complaint under the relevant category (flight delay, baggage, refund, etc.)
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Attach scanned evidence and specify your preferred resolution
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You’ll receive a tracking ID to monitor the complaint's progress
Alternatively, for urgent or escalated matters, you may email the DGCA Public Grievance Cell at sugam.dgca@nic.in.
The DGCA forwards your case to the concerned airline for a formal reply, and in some cases, may issue directives or initiate regulatory action if passenger rights have been violated.
If the matter remains unresolved or involves substantial financial loss or negligence, passengers may also file a complaint with the Consumer Forum, particularly under the Consumer Protection Act, 2019 for deficiency of service.
Preserving email trails, complaint numbers, and submission receipts is crucial for all further escalation or legal recourse.
Begin by raising the issue directly with the airline's customer care. If unresolved, file a complaint on the DGCA AirSewa portal (airsewa.gov.in), or email the DGCA grievance cell.
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Legal Remedies for Unresolved Issues
If no solution is provided, you can approach a Consumer Court under the Consumer Protection Act. You may file the complaint through E-Daakhil, attaching all relevant travel documents and correspondence.
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