In case of a delay greater than 24 hours the airline must provide hotel accommodation free of charge with transfers.
Complimentary meals and refreshments will be provided to the passengers who have checked in on time, subject to wait time as per the table below:

Wait time Block Time
2 hours or more Upto 2.5 hours
3 hours or more 2.5 – 5 hours
4 hours or more Neither of the above
Disclaimer: Compensation is subject to the claim of extraordinary circumstance which may include any event beyond the control of the airline, the impact of which leads to the cancellation/delay of flight(s) or which affect the airlines’ ability to operate flights on schedule, and which could not have been avoided even if all reasonable measures had been taken by the airline.

Situation Compensation
 Passenger informed 2 weeks prior to scheduled departure time  Alternate Flight / Refund of fare
 Passenger informed less than 2 weeks and up to 24 hours prior to scheduled departure time Alternative flight with scheduled departure time within 2 hours of booked scheduled departure time of cancelled flight
Passenger not informed and reports on time for original cancelled flight Refund + meals/refreshments
(subject to wait time):
Block time ≤ 1 hour

 

₹ 5000
or
booked one-way basic fare + airline fuel charge
(whichever is less)

Block time 1 ≤ 2 hours   ₹ 7500
or
booked one-way basic fare + airline fuel charge
(whichever is less)
Block time >2 hours ₹ 10,000
or
booked one-way basic fare + airline fuel charge (whichever is less)  
Inadequate contact information provided by passenger No Financial Compensation.
In such cases airlines will either refund the ticket prices or make reasonable endeavour to make alternate travel arrangements as per the choice of passengers.

Disclaimer: Compensation is subject to the claim of Extraordinary Circumstance which may include any event beyond the control of the airline, the impact of which leads to the cancellation/delay of flight(s) or which affect the airlines’ ability to operate flights on schedule, and which could not have been avoided even if all reasonable measures had been taken by the airline.

Processing time of refunds vary as tabulated below:

Processing Time
Method of Transaction Completion of Transaction
Cash Immediately
Credit Card Within 7 days of cancellation
Travel Agent At the passenger’s and travel agent’s discretion

General

  • Passengers must be informed unambiguously of the refundable amount issuable upon the cancellation of a ticket
  • When being offered tickets for future travel, passengers must be allowed an option for refund of money instantly
  • All Passenger Service Fares collected by the airline must be reimbursed to the passengers on non-utilization or cancellation of tickets
  • All charges such as congestion charge, fuel surcharge etc. must be reimbursed along with the refund of the ticket fare unless these are clubbed with the basic fare
  • In case of lost ticket coupons, the airlines shall take prompt action to refund the ticket amount after verification from their records

In the event of an overbooked flight, i.e. one where the number of confirmed bookings exceeds the number of seats available on the craft, the protocol is as follows:

  • The airline is required to ask passengers to voluntarily give up their seats in exchange for benefits/facilities that the airline may offer at its own discretion.
  • In case the airline must deny boarding to passengers without their compliance, then the following rules apply:
Time Difference between Alternate Flight and Original Scheduled Departure Time Compensation Provided
1 hour No Compensation Provided
Within 24 hours 200% of booked one-way basic fare + airline fuel charge, capped at INR 10,000
Exceeding 24 hours 400% of booked one-way basic fare + airline fuel charge, capped at INR 20,000
Passenger does not opt for an alternate flight Full refund of ticket fare + compensation of 400% of booked one-way basic fare + airline fuel charge, capped at INR 20,000

In the case of connecting flights:
The compensation protocol is as follows:
The passenger will be compensated for the first leg of his journey by the airline of the first flight only if his arrival time at the destination has been delayed by at least three hours due to him being denied boarding at the first departure station.
The compensation will remain in accordance with the information provided in the table above.

Loss/Delay

  • You should check the liability of airlines in case of loss, damage or delayed baggage.
  • In case of loss, damage or delayed baggage, you are required to contact airline and collect Property Irregularity Report (known as PIR) before leaving the airport. You will also need to put in a written claim to the airline.
  • In case of damaged baggage, airline may pay you for repair of your baggage or provide replacement baggage.
  • Airline is liable to pay you compensation in case of loss, damage or delayed baggage as per the provisions of The Carriage by Air Act, 1972 as amended from time to time.
    For more details, refer to rule on "tariff for air transportation” as per The Carriage by Air Act, 1972.

For more details, refer to rule on "tariff for air transportation” as per The Carriage by Air Act, 1972.

Safety Instruction

  • Before travel, you must check that size of your hand baggage is as per the dimensions specified by the airline. Oversized hand baggage can lead to overloading and create safety hazard.
  • Avoid carrying dry cell batteries, knives, alcohol, scissors, sharp instruments, tools, fire arms, ammunition and their toy replicas in the hand baggage as these items are prohibited.
  • For safety and security, you should carry currency, precious metals, jewellery, negotiable instruments, securities, personal identification documents and other items of value in your hand baggage.

Charges

Please check the following from the airline you intend to fly:

  • Free baggage allowance
  • Charges for baggage beyond free limit.
  • Charges for special equipment like musical, sport, arms & ammunition, etc.

Carriage of Passenger with Disability

Facilitation to passengers with disability or reduced mobility is provided as per DGCA CAR, Section 3, Series M, Part I.
To facilitate the carriage of persons with disability or reduced mobility, airlines shall obtain necessary information about the specific requirements of such persons at the time of ticketing/online booking process or through the call centers. Once the ticket is confirmed no further enquires shall be made.
You are required to notify your needs at least 48 hours before the scheduled time of departure to enable the airline to make necessary arrangements for special assistance. However, for cases of emergency travel, airlines shall make all reasonable efforts to provide best possible assistance.
Ask your airline for assistance to meet your particular needs and seamless travel from the departure terminal of the departing airport up to the aircraft and at the end of the journey from the aircraft to the arrival terminal exit, without any additional expenses.
If for any reason off-loading has to be done by the airline, you hold the highest priority for transportation, including your escorts, if any.
Please ensure that you are suitably briefed about safety and emergency evacuation procedures on board the aircraft.
If you wish to travel without an escort and only require special assistance at an airport for embarking/disembarking and a reasonable accommodation in flight, you are not required to produce medical certificate or fill up special forms.

For more details, refer to the regulation on “Carriage by Air - Persons with Disability and/or Persons with Reduced Mobility” as per DGCA CAR, Section 3, Series M, Part I.

Facilities to Senior Citizens, Expectant Mothers

As a senior citizen, expectant mother and disabled passenger, you may ask for automated buggies in the terminal building for your access up to the boarding gate.
Airport operators provide the automated buggies free of charge at airports having annual aircraft movements of 50,000 or more.
You may ask for automated buggies if you feel that the boarding gate is located beyond reasonable walking distance.
For your convenience, you can make use of small trolleys provided by the airport operator after security check for carriage of hand baggage up to the boarding gate.
Please look for signages in the Terminal Building to locate automated buggies and small trolleys.

For more details, refer to the regulation on “Facilities/Courtesies to esteemed travelling public at airports” as per Air Transport Circular 01 of 2014

Upon booking a flight, either via a travel agent or through the airline’s offices or website, the passenger has a right to certain information that should be communicated accurately. The information that should be provided is represented below:

  1. Upon requesting flight information, the representative is required to provide the passenger with information on the available flights in the following hierarchy:
    1. Non-stop Flights
    2. Flights with intermediate stops but without a change of aircraft
    3. Connecting Flights
    4. All the fares available from the airlines, as applicable
  1. Upon booking a flight, the airline or its designated travel agent should furnish to the passenger a computer print-out of the following details
    1. The identity of the airline which will actually provide the service, as opposed to the airline mentioned on the ticket;
    2. Changes of aircraft during the journey;
    3. Stops en-route during the journey;
    4. Transfer between the airports during the journey