Fly Right: Know What Airlines Owe You During Flight Disruptions

Dec 22, 2025 - The recent chaos that erupted at airports across India after mass cancellations and delays of IndiGo flights has led to much curiosity and questions on what ultimately are the rights of passengers in the face of such disruptions? Should passengers be the only ones to bear the brunt for operational issues or other flight-related inconveniences?

No, that is not the case. Many flyers are not aware that the Ministry of Civil Aviation (MoCA) provides protection for all passengers through guidelines outlined in the Passenger Charter of Rights and through its portal AirSeva. They offer details of air travellers’ entitlements during travel disruptions like delays, cancellations, diversions, etc., and outlines the procedures for grievances so as to promote transparency for passengers.  

A flyer’s rights begin from the moment he books a ticket and continue until the journey is completed. Airlines are required to provide clear information about flight schedules, fares, baggage rules and terms of carriage so that the passenger can make informed decisions.

One of the most important aspects of passenger rights relates to flight delays, cancellations and denied boarding. When a flight is delayed beyond a specified time, passengers are entitled to benefits such as free meals and refreshments and, in some cases, hotel accommodation, depending on the length of the delay and the time of departure. In the event of long delays or cancellations, airlines must offer passengers the choice between an alternative flight or a full refund of the ticket.

Passenger rights also cover denied boarding because of overbooking, where affected travellers may be entitled to compensation, priority on the next available flight and necessary attention while waiting.

Additionally, airlines are responsible for handling baggages properly and passengers have the right to compensation for lost, delayed, or damaged baggage, subject to applicable rules. Special consideration must also be given to passengers with disabilities, elderly travellers and unaccompanied minors, ensuring accessibility, assistance and dignity throughout the journey.

Overall, passenger rights by MoCA aim to balance the operational challenges faced by airlines with the need to safeguard their customers from inconvenience, financial loss and unfair treatment, thereby promoting accountability, transparency and trust in air travel.

Here’s a look at the most common cases of disruptions faced by flyers and the options available to them.

Flight Delay

When a flight is delayed beyond a specified time, passengers are entitled to specific compensations as per the appropriate scenario. 

Case 1

When the delay is short-to-moderate as explained below.

• 2 hours or more for flights with a block time of up to 2.5 hours
• 3 hours or more for flights with a block time of more than 2.5 hours and up to 5 hours
• 4 hours or more for flights not in the above two categories

Passenger Right

• Free meals and refreshments, appropriate to the waiting time

Case 2

Domestic flight delay more than 6 hours.

Passenger Right

• Revised departure time must be communicated at least 24 hours prior
• An alternate flight within 6 hours
• A full refund

Case 3

Delay communicated more than 24 hours in advance for delays more than 24 hours or exceeds 6 hours for departures between 20:00 and 03:00 hours.

Passenger Right

• Free hotel accommodation

Flight  Cancellation

Airlines are mandated to inform passengers of flight cancellation at least two weeks prior to scheduled departure.

Case 1

Cancellation intimated less than two weeks before but, up to 24 hours of the scheduled departure time.

Passenger Right

• Accept an alternate flight
• Take full refund

Case 2

Information not given and connecting flight booked on the same ticket number missed.

Passenger Right

• Alternate flight or compensation, in addition to the full refund, as per the appropriate situation:
• Rs 5,000 or one-way basic fare plus airline fuel charge (whichever is less) for flights with block time of up to and including 1 hour
• Rs 7,500 or one-way basic fare plus airline fuel charge (whichever is less) for flights with block time of more than 1 hour and up to and including 2 hours
• Rs 10,000 or one-way basic fare plus airline fuel charge (whichever is less) for flights with block time of more than 2 hours
• Meals and refreshments as per the waiting time
• Payment for transport to/from an alternate airport or terminal if not informed at least 6 hours prior

Note: You must provide adequate contact information at the time of booking, or else, no financial compensation may be payable.

Overbooking: Boarding Denied

Passenger rights also cover denied boarding because of overbooking.

Case 1

An alternate flight scheduled to depart within one hour of the original scheduled departure time is arranged.

Passenger Right

• You cannot hold the airline liable for any compensation for the missed orginal fight on which you were denied boarding due to over booking

Case 2

No alternate flight with departure within one hour of the original departure time.

Passenger Right

Compensation to be provided as follows:

• 200% of one-way basic fare plus airline fuel charge (maximum of Rs 10,000) if an alternate flight is given scheduled to depart within 24 hours of the booked scheduled departure
• 400% of one-way basic fare plus airline fuel charge (maximum of Rs 20,000), if alternate fight is given scheduled to depart more than 24 hours of the booked scheduled departure
• Refund of full value of ticket and compensation equal to 400% of one-way basic fare plus airline fuel (maximum of Rs 20,000) if alternate flight not taken

Note: Refund to be given immediately, if payment was made by cash. If booked through travel agent then refund will come from the agent. If payment was made by credit cash, refund will be given within 7 days. 

Flight Diversion

Flights may get diverted because of various reasons including weather and war.

Passenger Rights

• Disembarkation at the nearest airport with refreshment for waiting time more than two hours
• Refreshment for waiting time less than two hours at the alternative airport

Cancellation Charges

All airlines must clearly mention cancellation charges either on the ticket or on their websites. 

Passenger Rights

• On cancellation you shall get refund of all statutory taxes and user development fee, airport development fee, passenger service fee. Applies to all types of fares in accordance with regulations of the airline's country of origin
• No charge on refund process
• No charge on legitimate correction in name within 24 hours of booking
• No charge on cancellation or amendment in ticket within 24 hours of booking the ticket and up to 7 days prior to the specified flight departure on the first leg

Disability Conditions

Passenger Rights

• Allowed onboard with assistive aids/devices, escorts and guide dogs
• To be given convenient seat and provided specific requirements mentioned while booking at no extra cost
• Notify the airline about your needs at least 48 hours prior to scheduled departure time
• Escort to be given seat alongside
• To be briefed on emergency procedures, cabin layout, etc., before take off
• Priority to be given for clearance, baggage delivery and transportation in case of loading

Unforseen Eventuality

An injury or even death may occur during flight. The compensation outlined are as follows:

For International Travel

• In case of death of or injury on the aircraft, the airline is liable to pay damages up to 113,100 SDR (Special Drawing Rights) per passenger
• No compensation in case of death onboard owing to natural causes

For Domestic Travel

• In case of death or injury on the aircraft, airline is liable to pay up to Rs 20,00,000 per passenger
• No compensation in case of death inside the aircraft owing to natural causes

Loss, Delay, Damaged Baggage/Cargo

Compensation from the airlines only when the loss, delay or damage occured when baggage was checked in or for an unchecked baggage when the damage results from the fault of the airline or that of its agents.

International Carrier

• For baggage, the liability is limited to 1,131 SDR per passenger
• For cargo, the liability is limited to 19 SDR per kg

Domestic Carrier

• For baggage, liability is limited to Rs 20,000 per passenger
• For cargo, liability is limited to Rs 350 per kg

Disclaimer: The above details are as provided in the Passenger Charter of Rights issued by the Ministry of Civil Aviation.