Canceled Or Delayed Flight: Do You Know Your Rights? Step-By-Step Guide To Claim A Full Refund
Budget airline, Air India Express owned by the Tata Group, cancelled more than 70 flights in a day due to a shortage of crew. This shortage occurred after a group of crew members called in sick. Flight cancellations have affected multiple airports, including Kochi, Calicut, and Bangalore, leading to a lot of chaos.?
What Can A Passenger Do In Such A Scenario?
The Directorate General of Civil Aviation (DGCA) has established a particular Civil Aviation Regulation (CAR) to address situations involving flight delays, cancellations, and overbooking.
Flight Delays
In the event of flight delays, refreshments or meals may be provided to passengers based on the duration of the flight. Here are the criteria:
1. For flights with a block time of up to two and a half hours, if the delay exceeds two hours.
2. For flights with a block time between 2.5 and 5 hours, if the delay exceeds three hours.
3. For delays exceeding four hours for any flight.
For delays of six hours or more, the airline must inform passengers of the rescheduled departure time 24 hours in advance. Passengers have the option to request an alternative flight or a full refund of their ticket.
Passengers should be provided with accommodation if the flight is delayed for more than 24 hours. Similarly, if the flight departure is between 8:00 pm and 3:00 am and the delay exceeds six hours, the airline must also offer accommodation to passengers.
Airlines are exempt from paying compensation when delays are caused by factors such as Air Traffic Control (ATC) directives, security issues, natural disasters, or political disturbances. These circumstances are beyond the airline's control, and unlike other provisions, the specifics of ATC-related delays cannot be precisely defined.
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Cancellations
According to DGCA regulations, airlines must inform passengers of any flight cancellations at least fourteen days before the scheduled departure. They are then obligated to either arrange an alternative flight or offer a refund. If the cancellation occurs within the two-week window and up to 24 hours before the planned departure, the airline must still provide either an alternative flight or a refund.
If passengers are not informed of a flight cancellation or if they miss a connecting flight on the same ticket number (PNR), the airline is required to provide either an alternate flight or compensation. This compensation typically includes:
If passengers are not informed of a flight cancellation or if they miss a connecting flight on the same ticket number (PNR), the airline is required to provide either an alternate flight or compensation. This compensation typically includes:
1. For flights with a block time of up to one hour: a full refund and Rs 5,000 or the booked one-way basic fare, whichever is less.
2. For flights between one to two hours: a full refund and Rs 7,500 or the booked one-way basic fare, whichever is less.
3. For flights above two hours: a full refund and Rs 10,000 or the booked one-way basic fare, whichever is less.
4. In the case of alternate flights, the airline must also provide meals, refreshments, and hotel accommodation, including transfers as required.
How To Cancel A Flight And Claim Full Refund? Step-By-Step Guide
To cancel a flight and claim a full refund, follow these steps:
1. Visit your airline's website and navigate to the 'Manage Booking' section.
2. Enter the PNR or booking reference number, which you can find on your ticket or booking receipt in your email, along with the last name of the passenger whose booking needs to be canceled.
3. Select the "Modify/Cancel" option and follow the prompts. Make sure to carefully review the cancellation terms and conditions.
If you experience cancellations or delays and wish to claim compensation, you can contact the nodal officer of the concerned airline. However, for refunds due to denied boarding, passengers must submit their claims within a month of the incident.
When filing a claim, ensure to provide all necessary documents as required by the airline. These typically include your contact details, credit card number used for purchase, ticket number, flight number, date of travel, and billing address.
If your complaint remains unresolved, there's an online reporting and tracking system for grievances related to airports, flights, and other air travel matters available at the AirSewa portal of the Ministry of Civil Aviation.
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