Flight Delayed or Cancelled? Claim Refund & Compensation (DGCA Rules)

Under the DGCA Passenger Charter, if an airline cancels your flight less than 2 weeks before departure, or delays it beyond 2 hours, you have specific rights. For cancellations, they must offer an alternate flight or a full refund. For long delays, they must provide free meals and refreshments. If you are denied boarding due to overbooking, you can claim up to ₹20,000 compensation. First complain to the airline's nodal officer. If unresolved, register a grievance on the government's AirSewa portal.

Airlines routinely delay or cancel flights due to operational issues, crew shortages, or low passenger loads, often blaming it falsely on 'weather' to avoid paying compensation (as weather is considered an Act of God/Force Majeure).

• The exact reason for delay/cancellation communicated via SMS or email
• Your boarding pass or PNR details
• The time difference between scheduled departure and actual departure
• Receipts of any food or hotel expenses you incurred during the delay

1. Gather Documentation: Collect all necessary evidence as outlined above.
2. First Level Contact: Reach out to the customer care or nodal officer of the concerned entity in writing.
3. Escalation: If unresolved within the stipulated time, escalate to the sector regulator or ombudsman.
4. Legal Action: As a last resort, consider sending a legal notice or approaching the consumer forum.

Here is the escalation ladder for this specific issue:

• Airline Ground Staff / Customer Service
• Airline Nodal Grievance Officer
• AirSewa Portal / DGCA
• Consumer Dispute Redressal Commission

You can use the following template to draft your complaint email or letter:

To,
The Grievance Redressal Officer / Nodal Officer,
[Name of Company / Bank / Authority]

Subject: Complaint regarding flight delayed cancelled refund DGCA compensation - [Your ID/Account/Booking Number]

Dear Sir/Madam,

I am writing to formally lodge a complaint regarding the issue of flight delayed cancelled refund DGCA compensation.
On [Date], I experienced the following issue: [Briefly describe the problem].
Despite my initial requests, the issue remains unresolved.

I kindly request you to look into this matter urgently and provide a resolution within [Time Frame, e.g., 15 days].
Attached are the necessary documents supporting my claim.

Thank you,
[Your Name]
[Your Contact Information]

Do not accept 'travel vouchers' if you prefer cash; you have a right to a refund to your original payment source. Do not leave the airport without demanding your mandated refreshments for long delays.

If the airline blames 'Air Traffic Control (ATC)' or 'Weather' for a delay to avoid paying compensation, you can file an RTI with the Airports Authority of India (AAI) or the India Meteorological Department (IMD) to ask for the ATC log or weather report for that specific airport at that specific time.

Q: How long does the resolution process usually take?
A: It depends on the escalation level, but typically initial grievances take 15-30 days, while Ombudsman or regulatory complaints may take 30-90 days.

Q: Do I need a lawyer to file a complaint?
A: In most cases involving consumer forums or ombudsmen, you do not need a lawyer and can represent yourself.

Q: Is there a fee to file a complaint with the Ombudsman?
A: No, filing a complaint with authorities like the RBI Ombudsman or Insurance Ombudsman is completely free of cost.

Q: What if the company ignores my legal notice?
A: If a legal notice is ignored, your next step is to file a formal case in the appropriate Consumer Disputes Redressal Commission or Civil Court.

Take immediate action by gathering your evidence and following the escalation ladder. Do not let companies take advantage of your silence. Use the official grievance channels to demand your rights.