If an airline in India denies boarding to a passenger with a confirmed ticket, the passenger may be entitled to compensation beyond just an apology or travel vouchers. According to the Directorate General of Civil Aviation (DGCA) regulations, there are specific guidelines regarding denied boarding that require airlines to compensate affected passengers, especially in cases of overbooking. Many passengers remain unaware of these rights, leading to instances where airlines have not complied with the compensation guidelines mandated by the law.

Passengers who arrive punctually for their flight but are denied boarding due to overbooking are eligible for compensation under certain conditions. The compensation structure varies based on how quickly the airline arranges an alternative flight. For example, those who receive a replacement flight within one hour of the scheduled departure are not entitled to any compensation. Conversely, those with alternative flights provided within 24 hours may receive compensation amounting to 200 per cent of the basic one-way fare plus the fuel charge, capped at Rs 10,000. If the alternative flight is provided after more than 24 hours, the compensation rises to 400 per cent of the basic fare plus fuel charge, capped at Rs 20,000.

Compensation for Cancellations and Delays

Along with denied boarding, flight cancellations can also lead to compensation obligations for airlines. Should an airline cancel a flight with less than two weeks’ notice without offering a suitable alternative in a reasonable time frame, passengers may be eligible for both compensation and a refund. In addition, airlines are required to provide meals and refreshments to passengers after a certain delay period, underscoring their responsibility to ensure passenger comfort during unforeseen situations.

If passengers find themselves stranded overnight due to delays, airlines must arrange for hotel accommodation as part of their obligations. Similarly, issues related to delayed, lost or damaged baggage fall under separate regulations, entitling passengers to compensation if they report these issues at the airport, making it essential to keep the baggage tag for reference.

Previous Regulatory Actions Against Airlines

If a passenger is denied boarding, it is advisable to request written documentation concerning the airline’s decision. It is prudent to take photographs of the boarding pass and the airport departure board as evidence. Following this, a written complaint should be submitted to the airline, ensuring to keep a record of the acknowledgment of receipt. In instances where the dispute remains unresolved, passengers have the option to escalate their concerns to a consumer commission. Filing consumer complaints can typically be undertaken online, and legal representation is not a prerequisite for small claims. Importantly, the right to compensation exists irrespective of whether a claim is actively initiated by the passenger.

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