The Directorate of Civil Aviation (DGCA) on August 29 imposed a fine of Rs 10 lakh on Air India Express for not complying with rules regarding providing compensation to passengers affected due to cancellation of flights.
"Air India Express was not complying with the provisions of CAR (civil aviation requirements) Section-3, Series M, Part IV. Accordingly, a Show Cause Notice was issued to Air India Express seeking their response for non-compliance to the provisions of the relevant regulations," the DGCA said in a statement, adding in the reply submitted by Air India Express revealed that the airline had not complied with the provisions of the aforementioned CAR for providing compensation to passengers affected due to cancellation of flights.
The Indian aviation watchdog added that it had carried out surveillance inspection of scheduled domestic operators in the month of June 2024.
The civil aviation ministry released a charter in August 2019 on the rights of passengers flying within the country. As part of the CAR for cancelled flights, airlines are meant to inform passengers about the cancellation a minimum of two weeks before the scheduled departure. At the same time, the airlines should arrange another flight for passengers or offer them a refund.
According to the DGCA website, the airline must give a full refund of the amount or offer an alternative flight if it informs passengers about a flight cancellation less than two weeks and at least 24 hours before departure.
If the airline fails to inform the passenger at least 24 hours before departure, or if they miss a connecting flight booked on the same ticket number because of the cancellation, then it has to pay compensation ranging from Rs 5,000 to Rs 10,000 to the passenger.
If cash was paid to buy the ticket, the airline has to refund the money immediately. If a credit card was used, the money must be refunded within seven days.
For bookings made via a travel agent, one should approach the agent. The refund includes passenger services fee, airport development fee/user development fee and service tax. One can either take the refund or use it to travel on another date.
Also Read : MC Explains: What are your rights as a passenger in case of flight cancellation or denied boarding?
How much compensation can a customer claim?
If the airline fails to inform you about the cancellation within the stipulated time period of a minimum of two weeks in advance, the airline should compensate you.
The amount also depends on the travel provider you have booked with, whether it is the airline itself or an online travel agent.
According to the DGCA, customers can claim a refund of up to Rs 5,000 or a one-way basic fare plus fuel charge, whichever is lower, if the flight has a block time of up to and including one hour; Rs 7,500 or a one-way basic fare plus fuel charge, whichever is lower, if the flight has a block time of more than one hour and up to and including two hours; or Rs 10,000 or a one-way basic fare plus fuel charge, whichever is lesser, if the flight has a block time of more than two hours.
According to the DGCA, the airline also has to provide free meals and refreshments while you wait for your alternative flight, but this is only if you have already reported for your original flight.
If you have been informed of the change less than six hours before the departure time, the airline will also be responsible for getting you to a different airport or terminal in case the alternative flight requires that.
Financial compensation is paid only if you provided adequate contact information at the time of booking.
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