DGCA Guidelines: Refund policies must comply with DGCA rules. Refunds for cancelled domestic flights should be processed within 7 working days, while international refunds can take up to 15 days.
Cancellation Fees: Airlines are permitted to charge cancellation fees, but these must be transparently communicated to the customer at the time of booking.
No Show Policy: If a passenger fails to board a flight without cancelling the booking, the no-show penalty applies, and only certain taxes may be refunded.
Rescheduling and Changes
Date/Time Changes: Passengers can reschedule their flight by paying the applicable fees, subject to airline policies.
Fare Differences: If the fare of the new flight is higher than the original booking, passengers must pay the difference. No refunds are given if the new fare is lower.
Name Changes: Changes to the name of the passenger may not be allowed or are subject to additional fees and verification.
Baggage Allowance and Fees
Domestic Flights: Passengers are typically allowed 15 kg of check-in baggage and 7 kg of cabin baggage. Excess baggage may incur additional fees.
International Flights: Baggage allowance varies based on airline policies and the travel route. Passengers must check baggage limits specific to their airline.
Lost or Damaged Luggage: Airlines are liable for lost or damaged luggage under DGCA rules but only up to a certain limit. Passengers may be compensated based on the weight of the lost baggage.
Denied Boarding, Delays, and Flight Cancellations
Compensation for Denied Boarding: If a passenger is denied boarding due to overbooking, they are entitled to compensation as per DGCA guidelines. Compensation ranges from INR 2,000 to INR 20,000, depending on the situation.
Compensation for Delays: For delays exceeding two hours, airlines must provide free meals, and if the delay exceeds 24 hours, passengers may be entitled to accommodation.
Cancellations by Airline: In case of airline-initiated cancellations, full refunds should be provided, or an alternate flight should be offered at no extra cost.
Security and Identification Requirements
Valid ID Proof: Indian domestic flights require passengers to present valid ID proofs such as Aadhaar, passport, driving license, or PAN card at check-in and boarding.
Security Screening: Passengers are subject to thorough security checks at the airport as per Bureau of Civil Aviation Security (BCAS) guidelines.
Passenger Rights
Grievance Redressal: Airlines are required to maintain a robust grievance redressal mechanism and resolve complaints within a stipulated time. DGCA also has an air passengers’ grievance redressal system.
Special Assistance: Passengers with disabilities are entitled to special assistance, such as wheelchair services, under the guidelines for Persons with Disabilities (PWD Act).
Booking Errors and Corrections
Fare Changes: Airlines or booking agents are not responsible for fare changes after a booking is confirmed unless due to a technical glitch or fraud.
Typographical Errors: Any typographical errors in the booking must be reported within a limited period to avoid penalties or cancellation.
Third-Party Bookings
Agent Responsibility: If a flight is booked through a third-party agent, passengers should be aware that the agent is responsible for providing correct details and processing refunds/cancellations according to the airline’s terms.
Liability: The airline is not responsible for errors made by third-party agents in the booking process.
Force Majeure
Unforeseen Events: Airlines and booking agents may not be held responsible for delays or cancellations due to events beyond their control, such as natural disasters, strikes, or government-imposed restrictions. Refunds or rescheduling may be provided based on the airline’s policies.
Travel Restrictions and Visa Requirements
International Flights: Passengers must ensure they meet all travel restrictions, including visa, vaccination, and quarantine requirements as applicable to their destination. Airlines are not responsible for issues arising from passengers not having valid travel documents.
