Since December 2, IndiGo has canceled more than 1,000 flights. A few others are late. As passengers suffer from operational chaos, let’s find out if they are entitled to a refund for delayed or canceled flights.
According to the Directorate General of Civil Aviation (DGCA), it is mandatory for airlines to provide a full refund in case of flight cancellation. Check the rules.
Refund rules for flight cancellations
When an airline cancels a flight, it must notify the passenger at least two weeks before departure. They must offer either a refund or an alternative flight.
If the cancellation is notified less than two weeks but at least 24 hours in advance, the passenger can still choose a refund or an alternative flight. The airline must provide compensation plus a full refund or alternative flight:
- If the airline does not inform in time
- If a passenger on the same ticket misses a connecting flight
Compensation is ₹5,000 for flights within one hour, ₹7,500 for flights within two hours and ₹10,000 for flights of more than two hours. The airline has the option of paying the base fare plus the fuel charge, whichever is lower.
Passengers also get a waiting room at the airport. If the passenger has not provided contact details, no compensation will be made. If the cancellation is due to extraordinary circumstances beyond the airline’s control, no compensation will be provided.
Refund rules for flight delays
Airlines must provide support to passengers when a flight is delayed. If you have checked in on time and the airline expects a delay, they must provide their passengers with basic facilities such as food and refreshments. These facilities must be provided if the delay exceeds two hours for short-haul flights, three hours for medium-haul flights and four hours for long-haul flights.
If the domestic flight is expected to be delayed by more than six hours, the airline must offer you a choice between an alternative flight within six hours or a full refund. If the delay exceeds 24 hours, or if the night flight is delayed by more than six hours between 8:00 PM and 3:00 AM, the airline must provide additional facilities.
They must provide facilities such as hotel accommodation and transportation. However, airlines may not provide these benefits if the delay is caused by extraordinary events beyond their control.
IndiGo statement
In its official statement, IndiGo termed the circumstances as “unavoidable”.
“In recent days, we have had several unavoidable flight delays and some cancellations due to various reasons, including technological issues, airport congestion and operational requirements,” an IndiGo spokesperson said in an official statement.
“Our teams are working diligently to get operations back to normal as soon as possible. We are also offering alternative flight options or refunds to affected customers where appropriate. We regret the inconvenience caused to our valued customers as a result of these disruptions,” the statement said.
“We ask customers to check the latest flight status on before traveling to the airport to minimize inconvenience,” an IndiGo spokesperson added.
