IndiGo cancelled your flight?:Know your rights – from full ticket refund, alternative journey to complementary hotel accommodation

As IndiGo struggles to bring its operations back on track, flight delays and cancellations continue to torment passengers. The trouble for some passengers has been so severe that they are yet to get back their check-in luggage with the airline. IndiGo cancelled over 5,000 flights over the past 10 days after the airline failed to deploy adequate workforce to comply with a new set of government rules that increased mandatory rest time for pilots, among other things. The Directorate General of Civil Aviation (DGCA), which regulates aviation in India, gave one full year to implement its order passed in 2024. However, apparently, the airline failed to plan in time to prevent operational disruptions. Consequently, passengers across India were affected after it moved to meet compliance. If you are one of the affected passengers, it is crucial to know what the aviation rules say about passenger rights and how to register a grievance if the airline doesn’t honour them. For example, if you have booked your tickets but the flight got cancelled, how much refund would you get? What other benefits you are entitled to and what do government rules state? Let’s find out! According to the DGCA rules it is legally binding upon the airlines to offer alternative flights or ticket refunds to the affected passengers. It is upon the passenger to select either of the two options. If he selects the option to fly on an alternative flight, then he will have to pay the fare difference, if there is any. However, if the person selects the second option, he will receive a refund for the ticket. The number of days taken for the refund depends on the mode of payment: When will the passenger get a refund? Cash payment: The money will be returned immediately Credit card payment: If the payment was made through a credit card, the airline must refund the ticket fare within seven days of the scheduled departure of the flight. Third party platform: If the flier booked tickets through any third party like travel agents or online travel portals, such as Make My Trip, Ixigo, etc, he will get a refund within 30 days. When will airlines not provide you ticket refunds on flight cancellations? If the reason for cancellation is beyond the airline’s control, the DGCA grants the airlines to deny a refund. Those reasons include: Other Passenger Rights Under DGCA Rules: The DGCA has also made it mandatory for airlines to arrange for meals and refreshments for those passengers whose flights were cancelled, and those who have already reported at airports and would now wait for the alternative flight. The passengers are entitled to free hotel accommodation by the airline in case of cancellations. Where can passengers file for ticket refund? It is binding upon the airline to contact the affected passenger and ensure that he or she is informed about all the requisite facilities they can avail-of. What options fliers have if airline denies ticket refund? If the carrier has denied or not processed the flight ticket refund, then, the DGCA empowers the grieved flier to approach the following entities: When affected by cancellation, the passenger may complain directly to the airline if it has not credited back the money If the flier is not satisfied by the feedback given by the carrier, the traveller may file a grievance on the government’s Air Sewa ap or portal. If the passenger is not satisfied with the resolution of the grievance by the airline or the government, the passenger can complain to any statutory body or a court. Refund Policy of Airlines of Different Countries Compared ​