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The DGCA now requires airlines to notify passengers of their rights via SMS, WhatsApp, and ticket displays. From compensation for flight delays to baggage claims, here are 10 essential rights every traveller should know.
The Directorate General of Civil Aviation (DGCA) has introduced strict regulations requiring airlines to inform passengers about their rights.
Airlines must now send a link to the passenger charter, issued by the Ministry of Civil Aviation (MoCA), via SMS or WhatsApp after ticket booking. Airlines must prominently display this information on tickets and websites to enhance transparency and accountability in air travel.
Incident That Sparked the Change
The decision follows an incident where an 83-year-old woman was denied a pre-booked wheelchair by IndiGo Airlines at Delhi Airport, drawing significant criticism. Many travellers remain unaware of their entitlements, leading to inconvenience and distress.
10 Key Passenger Rights in India
To help passengers navigate their rights, here are 10 key entitlements from India’s Passenger Charter of Rights that every traveller should be aware of.
1. Compensation for Flight Cancellations
If an airline cancels a flight close to the departure date, passengers have the right to compensation or alternative arrangements.
• If an airline cancels a flight within two weeks but at least 24 hours before departure, it must offer an alternative flight or a full refund.
• Airlines should notify passengers well in advance to minimize inconvenience.
2. Denied Boarding Compensation
Airlines must compensate passengers who are denied boarding despite holding a valid ticket and checking in on time.
• Airlines must provide an alternative flight within an hour.
• If no immediate alternative is available, compensation must be provided.
3. Compensation for Flight Delays
Airlines should inform passengers in advance if their flight is delayed beyond a reasonable time.
• For delays exceeding six hours, passengers must be offered an alternative flight or a refund.
• If the delay extends beyond 24 hours, airlines must provide free accommodation and meals.
4. Baggage Compensation for Loss, Delay, or Damage
Airlines must compensate passengers for lost, delayed, or damaged baggage, which can cause significant inconvenience.
• Compensation for lost baggage is Rs. 3,000 per kilogram.
• Compensation for delayed or damaged baggage is Rs. 1,000 per kilogram.
• Passengers must report baggage issues immediately upon arrival.
5. Compensation for Death or Injury
In case of any unfortunate event or an accident during flight operations, airlines must compensate passengers or their families.
• Airlines must provide compensation of up to Rs. 20 lakh for death or injury.
• This ensures financial support for affected families.
6. Rights for Passengers with Disabilities
Airlines must provide special assistance to passengers with disabilities or reduced mobility.
• Airlines must provide wheelchairs and other necessary assistance free of charge.
• Passengers with mobility impairments should receive priority boarding and in-flight support.
7. Refund Policy for Cancelled Flights
If an airline cancels a flight, passengers must receive a refund within a specific timeframe.
• Refunds must be processed within 7 days for credit card payments.
• For cash transactions, refunds must be completed within 30 days.
• Airlines should communicate refund policies clearly.
8. Free Meals for Flight Delays
Airlines must offer free meals, water and refreshments if a flight is delayed beyond a certain period.
• For domestic flights delayed by more than two hours, airlines must provide free meals.
• For international flights delayed by more than four hours, passengers must also receive complimentary refreshments.
9. Passenger Rights in Case of Flight Diversion
If a flight is diverted to an alternate airport, airlines must accommodate passengers appropriately.
• If the delay in reaching the original destination exceeds six hours, airlines must offer an alternative travel arrangement or a full refund.
• Passengers should stay informed about their options in such cases.
10. Fare Transparency and No Hidden Charges
Airlines must ensure transparency in ticket pricing, avoiding hidden fees.
• The total price of the ticket, including all taxes and fees, must be displayed upfront.
• Airlines cannot charge additional fees beyond what is initially disclosed.
Final Thoughts
With these regulations, DGCA aims to strengthen passenger awareness and airline accountability. Travellers should familiarize themselves with these rights to avoid unnecessary inconvenience. Always check airline policies, save relevant documents, and reach out to airline customer support if issues arise.
Source: https://travelobiz.com/dgca-new-rule-airlines-must-inform-passenger-rights/
