If an airline has delayed, cancelled, or overbooked your flight, lost your baggage, or provided poor service, you can file a complaint through the AirSewa portal (airsewa.gov.in), the airline's own grievance mechanism, or the Consumer Commission. Under DGCA (Directorate General of Civil Aviation) regulations, airlines must compensate you for delays beyond 2 hours, pay up to Rs 20,000 for denied boarding on domestic flights, and cover baggage losses. These are your legal rights, not courtesies.
Why this matters
Air travel complaints in India have surged with the rapid growth of domestic aviation. Flight delays, last-minute cancellations, hidden charges, overbooked flights, and lost baggage are daily occurrences. Many passengers accept these inconveniences because they do not know that airlines are legally obligated to compensate them. The Ministry of Civil Aviation's Passenger Charter and DGCA regulations set clear compensation standards -- and if the airline ignores these, you have the Consumer Protection Act as a powerful backup.
Your rights as an air passenger
1. Right to compensation for flight delays
Under DGCA Civil Aviation Requirements (CAR):
- Delay of 2-4 hours (domestic): Free meals and refreshments
- Delay of 4-6 hours: Free meals, refreshments, and a free phone call/email
- Delay of 6+ hours: Free meals, hotel accommodation (for overnight delays), and transport to/from hotel
- Delay of 3+ hours (at departure): Airlines should offer an alternative flight or full refund
In practice: Airlines are required to proactively inform you of your entitlements. If they do not, ask for the Passenger Charter card at the airport counter. Document the delay with boarding pass screenshots showing actual vs. scheduled departure times.
2. Right to compensation for cancellations
If the airline cancels your flight:
- Less than 24 hours notice: Full refund OR rebooking on the next available flight, plus meals/accommodation if applicable
- Within 2 weeks but more than 24 hours: Rebooking or refund; airline should offer alternative flights
- More than 2 weeks notice: Rebooking or refund
In practice: Airlines sometimes offer credits or vouchers instead of cash refunds. You are entitled to a cash refund to your original payment method if you prefer. Do not accept a voucher if you want your money back.
3. Right to compensation for denied boarding (overbooking)
If you have a confirmed ticket but are denied boarding because the flight was overbooked:
- Domestic flights: Up to Rs 20,000 compensation depending on the delay to your final destination
- International flights: Compensation as per the applicable international convention
In practice: Airlines must first ask for volunteers willing to give up their seat. If no volunteers come forward, they must provide compensation to involuntary denied passengers. Get the denial in writing from the airline.
4. Right to baggage loss or damage compensation
- Domestic flights: Up to Rs 20,000 per passenger for checked baggage loss
- Damaged baggage: Airline must repair or replace
- Report baggage issues at the airport baggage counter immediately and file a PIR (Property Irregularity Report)
In practice: File the PIR before leaving the airport. If you discover damage after leaving, report within 7 days. For delayed baggage, report within 21 days of receiving the bag. Keep all receipts for essential items you had to buy due to baggage delay.
Important: If you are carrying valuables, declare them before the flight. Airlines limit liability for undeclared valuable items.
5. Right to a refund for unused tickets
If you cancel a ticket, the airline may charge a cancellation fee -- but the remaining amount must be refunded within 7 days for card/UPI payments or 15 days for cash payments.
In practice: If the airline does not process your refund within the stipulated timeframe, this is a ground for complaint. Track your refund status on the airline's website using your booking reference.
Step-by-step: How to complain
Step 1: Complain to the airline directly
Contact the airline's customer service within 30 days of the incident:
- Use the airline's website, app, or email for a written record
- State what happened, what compensation you are entitled to, and your preferred resolution
- Note the complaint reference number
Step 2: Escalate to the airline's Nodal Officer
If customer service does not resolve your issue within 15 days:
- Escalate to the airline's Nodal Officer or Appellate Authority
- Contact details are available on the airline's website (mandatory under DGCA regulations)
- The Nodal Officer must respond within 30 days
Step 3: File on the AirSewa portal
If the airline does not resolve your complaint:
- Go to airsewa.gov.in
- Click "Grievance" and register/log in
- Select the airline and describe your complaint
- Upload boarding pass, ticket, and other evidence
- Submit -- you will receive a reference number
You can also:
- Call: AirSewa helpline
- Social media: Tag @AirSaborj on Twitter with #AirSewa
- App: Download the AirSewa app
Step 4: File a consumer complaint
If AirSewa does not resolve the matter:
- File at e-jagriti.gov.in with the Consumer Commission
- Name the airline as the opposite party
- Claim the ticket refund, statutory compensation, mental agony damages, and litigation costs
- Upload all evidence -- boarding pass, delay records, complaint correspondence
In practice: Consumer commissions have awarded significant compensation for airline deficiencies. In addition to refunds, courts have awarded Rs 10,000 to Rs 1 lakh for mental agony in cases of extreme delays, cancellations, or rude treatment.
What if things go wrong
If the airline offers vouchers instead of a cash refund
You are not obligated to accept vouchers. Insist on a cash refund to your original payment method. If the airline refuses, file a complaint -- this is a common issue that consumer courts rule in the passenger's favour.
If the airline blames "weather" or "ATC delay"
Airlines must still provide meals and accommodation for long delays regardless of the cause. While compensation for the delay itself may not apply for genuine force majeure, the duty of care (meals, accommodation, communication) continues.
If your connecting flight was missed due to airline delay
If both flights were on the same booking (PNR), the airline is responsible for rebooking you on the next available flight at no extra cost. If on separate bookings, the airline is only responsible for the delayed flight.
Documents and resources you need
- Booking confirmation and PNR number
- Boarding pass (photograph or screenshot)
- Delay/cancellation evidence (airport display boards, airline notifications)
- Property Irregularity Report (PIR) -- for baggage issues
- Receipts for expenses incurred due to delay (meals, hotel, essentials)
- AirSewa Portal: airsewa.gov.in
- DGCA Passenger Charter: dgca.gov.in
- National Consumer Helpline: 1800-11-4000
- e-Jagriti Portal: e-jagriti.gov.in
Common myths
Myth: Airlines do not have to compensate for weather-related delays. Reality: Airlines must still provide meals, refreshments, and hotel accommodation for long delays regardless of the reason. The cause of delay affects certain compensation amounts but not the duty of care.
Myth: Budget airlines have different rules than full-service airlines. Reality: DGCA passenger rights regulations apply equally to all airlines operating in India -- budget, full-service, domestic, and international carriers on domestic routes.
Myth: You cannot sue an airline because of the "conditions of carriage." Reality: Airline conditions of carriage cannot override the Consumer Protection Act. You are a consumer, and air travel is a service. Consumer commissions have full jurisdiction over airline complaints.
Myth: Filing a complaint will get you blacklisted by the airline. Reality: Airlines cannot blacklist passengers for filing legitimate complaints. Blacklisting is permitted only in cases of unruly behaviour on board, not for exercising legal rights.
The law behind this
| Right | Legal Basis | Details |
|---|---|---|
| Delay compensation | DGCA CAR Section 3, Series M, Part IV | Meals, accommodation, rebooking |
| Denied boarding compensation | DGCA CAR | Up to Rs 20,000 (domestic) |
| Baggage loss compensation | DGCA CAR | Up to Rs 20,000 per passenger |
| Refund timeline | DGCA regulations | 7 days (card) / 15 days (cash) |
| Consumer protection | CPA 2019, Section 2(7) | Passengers are consumers |
| AirSewa grievance mechanism | Ministry of Civil Aviation | airsewa.gov.in |
Frequently asked questions
Can I file a complaint for a flight delayed by just 1 hour? DGCA compensation rules typically kick in for delays of 2+ hours. For shorter delays, you may not get statutory compensation, but if you suffered a consequential loss (missed a connection, missed an event), you can file a consumer complaint.
How much compensation can I get through the consumer court? There is no fixed limit. Consumer commissions award based on the specific facts. Common awards include full ticket refund, Rs 10,000-50,000 for mental agony, and actual expenses incurred due to the airline's deficiency.
Can I claim for a flight delay on an international route? Yes. For international flights originating from India, DGCA rules apply. For flights originating abroad, the rules of the departure country and applicable international conventions (Montreal Convention) apply.
What if the airline went bankrupt and I have a confirmed ticket? File a consumer complaint immediately. Also check whether your credit card or travel insurance covers airline insolvency. DGCA may issue directives for alternate arrangements.
Can I file a group complaint if many passengers were affected? Yes. Consumer protection law allows filing complaints on behalf of multiple consumers with similar grievances. This is particularly effective for mass cancellations or chronic delays.