‘Government guidelines mandate airlines to compensate passengers for flight cancellations, delays’

New Delhi, Dec 11: In adherence to the guidelines established by the Directorate General of Civil Aviation (DGCA), airlines are obligated to assist passengers affected by flight cancellations and delays.

The DGCA issued these directives under Civil Aviation Requirement (CAR) Section 3, Series M, Part IV, titled "Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights, and delays in flights."

This information was disclosed today by General (Dr) V K Singh (Retd), the Minister of State in the Ministry of Civil Aviation, in a written response to a query in the Rajya Sabha. According to the stipulations outlined in the CAR, airlines are required to provide the following:

Cancellation of Flight

Airlines must either arrange an alternate flight or offer compensation in addition to a full refund of the air ticket.

Passengers already present at the airport, awaiting the original flight, are entitled to meals and refreshments while waiting for the alternate flight.

Flight Delays

In the case of flight delays, airlines are obligated to provide meals and refreshments.

Depending on the total delay, passengers are entitled to an alternate flight, a full refund of the ticket, or hotel accommodation (including transfers).

It's important to note that airlines are not obliged to compensate passengers in cases where cancellations or delays result from force majeure events—extraordinary circumstances beyond the airline's control.

Details regarding the facilities offered to affected passengers during flight disruptions are readily available to the public. The Passenger Charter, published on the Ministry's website, the CARs on the DGCA website, and the respective airline websites provide comprehensive information. These measures are already in place to ensure the protection of passengers' interests.