Source: Ministry of Civil Aviation website
A clearly legible notice is displayed at check-in, containing the following text, 'if you are denied boarding or if flight is cancelled or delayed, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regards to compensation and assistance.
If you are denied boarding or a flight is cancelled , the operating carrier must provide you with written notice setting out the rules for compensation and assistance in line with this regulation. The contact details of the escalation mechanism shall also be given to you in written.
If you are visually impaired, the provision of this article shall be applied using alternative means
Go through the copy of the Passenger Charter given along with your ticket. It's also kept along with in-light magazines and at airports
Airlines are required to regularly submit data on number of cases of denied boarding, cancellations and delays on a monthly basis to DGCA. You can see the details on the DGCA portal
Your Rights to Escalation
You can lodge and claim compensation at help desks placed at arrival and departure stations or do so electronically
If you are not satisfied with the resolution of the airline, you can file the grievance on AirSewa app or portal
If you are not satisfied with the resolution of grievance by airline and/or Airsewa, you can complain to any statutory body/court set up under relevant | appicable laws
Force Majeure
Airline will not have the obligation to pay compensation in cases where the delays and cancellations are caused by an event of force majeure i.e. extraordinary circumstances beyond the control of the airline, the impact of which lead to the delay of flights, and which could not have been avoided even if all reasonable measures had been taken by the airline. Such extraordinary circumstances may in particular, occur due to political instability, natural disaster, civil war, insurrection or riot, flood, explosion, government regulation or order affecting the aircraft, strikes and labor disputes causing cessation, slowdown or interruption of work or any other factors that are beyond the control of the airline
Additionally, airline will also not be liable to pay any compensation in respect of delay clearly attributable to air traffic control, meteorological conditions, security risks, or any other causes that are beyond the control of the airline but which affect their ability to operate fights on schedule. Extraordinary circumstances should be deemed to exist where the impact of an air traffic management decision in relation to a particular aircraft or several aircrafts on a particular day, gives rise to a long delay or delays, an overnight delay, or the cancellation of one or more fights by that aircraft, and which could not be avoided even though the airline concerned had taken all reasonable measures to avoid or overcome the impact of the relevant factor and, therefore, the delays.
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