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Government releases passenger charter for air travellers

Updated : March 01, 2019 10:31 PM IST

Civil Aviation Minister Suresh Prabhu released the new passenger charter for air travellers.

Here's what you need to know before flying

You can cancel or amend tickets without any additional charges within 24 hours of booking.

This facility is available up to 7 days before the scheduled departure date.

If cancellation made less than 7 days before departure, airlines can charge limited cancellation fee.

The fee is limited to the total of base fare & fuel surcharge.

If airlines cancel flights, they must inform you at least two weeks before the scheduled time of departure and arrange alternate flight or refund as acceptable to you.

The same rule is applicable if you are informed of the cancellation less than 2 weeks before but, up to 24 hours before departure.

If you are not informed of cancellation, airline has to offer an alternate flight as acceptable by you or Rs 5,000-10,000 compensation (depending on block time of flights) or booked one-way basic fare plus airline fuel charge, whichever is less.

This compensation is in addition to the full refund. Refunds for payments made in cash have to be immediate and within 7 days if payment is made via credit card.

In case of a delay, passengers must be offered free-of-charge meals and refreshments, in relation to the waiting time.

A delay of over 6 hours for a domestic flight needs to be communicated 24 hours prior to the scheduled departure and the airline shall offer an option of a full refund or an alternate flight within a period of 6 hours.

If the delay is for more than 24 hours or more than 6 hours for flights scheduled between 8 pm and 3 am, airlines must provide free hotel accommodation.

If a flight is overbooked, airline must provide an alternate flight which departs within an hour of the original flight's departure time.

If the airlines is unable to do so, they need to compensate the passengers.

In case of a flight diversion, if the delay is over 2 hours, airlines should make arrangement to disembark at the nearest airport & also provide refreshments during the waiting time.

In case of death or bodily injury to a passenger on-board an aircraft, airline is liable to pay up to  Rs 20,00,000/passenger

In case of loss, delay or damage to baggage and cargo, the airline is liable to pay up to Rs 20,000/passenger or  Rs 350/kg respectively.
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