Broken seats, poor service on flights? What passengers can do to claim compensation

flight

• Passengers can seek refunds for service deficiencies on flights.
• File complaints with airlines first, then consumer commission.
• New DGCA rules in March 2026 require quicker refunds, resolutions.

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Air travellers often expect basic amenities such as functioning seats, working entertainment screens, and usable lavatories, especially on long international flights or in premium cabins. When these facilities fail during a journey, passengers may have the legal right to seek refunds or compensation depending on the nature of the problem and the airline’s response.

“In case of deficiency in service, passengers should first approach the airline. If they fail to resolve the issue, the Consumer Commission is the next step for enforcement,” says S. Saroja, Executive Director of Citizen Consumer and Civic Action Group. Experts suggest using the airline’s grievance system or the AirSewa portal first, as these routes now lead to faster resolutions under the 2026 mandates.

When can you seek a refund from the airline?

Under the latest Civil Aviation Requirements (CAR) issued by the Directorate General of Civil Aviation, passengers can directly seek refunds in the following situations:

48-hour free cancellation/modification: Passengers can cancel or modify tickets within 48 hours of booking without any cancellation or amendment fee.

Conditions for this benefit: The free 48-hour window does not apply if the flight is scheduled within 7 days (domestic) or 15 days (international) of booking.

Refund timeline: Airlines must process refunds within 14 working days, even if the ticket was booked through a travel agent or third-party portal.

Free name correction: Airlines cannot charge for correcting passenger name errors if the request is made within 24 hours of booking and the ticket was booked directly with the airline.

Medical emergencies: In cases of hospitalisation of the passenger or a family member on the same PNR, airlines may provide a refund or a credit shell for future travel.

The revised CAR issued by the Directorate General of Civil Aviation will come into effect from March 26, 2026.

When to approach the Consumer Commission

A passenger who is aggrieved by deficient service should first lodge a complaint directly with the concerned airline through its customer support channel, website grievance portal, or designated nodal officer. Airlines are expected to examine and address such grievances within a reasonable time.

If an airline provides services that are faulty, inadequate, or not in accordance with the promised standards, such conduct may amount to “deficiency in service.”

“Under the Consumer Protection Act, deficiency refers to any fault, imperfection, shortcoming, or inadequacy in the quality or performance of a service that is required to be maintained by law or under a contract,” said Saurabh Kumar, Advocate.

If the service provider fails to resolve the grievance or if the consumer is not satisfied with the resolution offered by the airline, the passenger has the right to approach a consumer commission.

“In such cases, the aggrieved consumer may file a complaint before the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019 and can seek refund of the amount paid, compensation for deficiency in service, etc.,” Kumar said.

Alay Razvi, Managing Partner at Accord Juris, notes: “While DGCA rules cover the ticket value, the Consumer Commission can award additional compensation for deficiency in service and mental agony. These claims can generally be filed within two years of the incident.”

Recent landmark ruling

In January 2026, the New Delhi District Consumer Disputes Redressal Commission directed an airline to pay Rs 1.5 lakh in compensation to a passenger and his daughter on a Delhi–New York flight. Despite paying a premium fare, the passengers allegedly faced broken seats, unhygienic washrooms, and non-functional entertainment screens. The Commission ruled that these lapses amounted to a gross deficiency in service.

Concerns over compensation levels

Despite such rulings, aviation experts argue that compensation awarded in many cases is still relatively low. Aviation expert Mark Martin, Founder and CEO of Martin Consulting LLC, said that for long-haul international flights, compensation should reflect the seriousness of the inconvenience caused to passengers.

“As a woman, basics such as toilet hygiene and seat comfort are mandatory. While the Consumer Protection Act allows for protection, courts must ensure compensation is truly ‘adequate’ and not influenced by the fact that a passenger could afford a business-class ticket,” Martin said.

Overall, while DGCA regulations provide a framework for refunds and passenger rights, travellers may still need to rely on consumer courts when airlines fail to address complaints adequately. Legal experts advise passengers to document the issue, file a formal grievance with the airline, and escalate the matter through regulatory platforms or consumer commissions if necessary. Greater awareness of these rights can help passengers seek timely remedies and encourage better service standards in the aviation sector.