Flight cancelled, delayed or denied boarding in India? Refund and compensation rules — DGCA CAR Section 3 Series M Part IV (₹5,000 / ₹7,500 / ₹10,000 for late-notice cancellations, up to ₹20,000 for denied boarding, meals and hotel for long delays), the 2026 refund rules (7 days for card payments, 14 working days for agent or portal bookings, 48-hour look-in option), AirSewa and consumer commission (2026)
Plain guide for air passengers in India when a flight is cancelled, badly delayed or you are refused boarding even with a confirmed ticket: what the airline must offer under DGCA’s Civil Aviation Requirements (alternate flight, full refund, fixed compensation, meals and hotel), when compensation is not payable (weather, ATC and other extraordinary circumstances), how refunds work under the revised CAR effective 26 March 2026, what to do if the refund is stuck with a travel portal, and how to escalate to the airline’s nodal officer, AirSewa, the National Consumer Helpline and a consumer commission. Educational only — not legal advice. Adhiwakta does not contact airlines or portals or file complaints for anyone.
WhatsApp opens with your question already written. You just tap send.
The two DGCA rules that matter
Passenger rights on Indian flights come mainly from two Civil Aviation Requirements (CARs) issued by the Directorate General of Civil Aviation (DGCA) under Rule 133A of the Aircraft Rules, 1937: CAR Section 3, Series M, Part IV — ‘Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delays in flights’ (current version effective 15 February 2023) — and CAR Section 3, Series M, Part II — ‘Refund of airline tickets’, revised on 24 February 2026 and in force from 26 March 2026. They apply to Indian scheduled and non-scheduled airlines; foreign airlines follow their home-country rules or the Indian CAR for compensation, and their home rules for refunds. Airlines must display these rights on their websites as a passenger charter.
Flight cancelled: what you are owed depends on the notice
Under Para 3.3.1 the airline should inform you of a cancellation at least two weeks before departure and offer an alternate flight or refund acceptable to you. If you are told less than two weeks but at least 24 hours before departure, you are again entitled to an alternate flight or a refund, as acceptable to you. If you were not informed in time (in practice, less than 24 hours’ notice), or you missed a connection booked on the same ticket number because of the cancellation, Para 3.3.2 says the airline must either give an alternate flight acceptable to you or pay compensation in addition to a full refund: ₹5,000 for a flight of block time up to 1 hour, ₹7,500 for 1–2 hours, and ₹10,000 for more than 2 hours — in each case, or the one-way basic fare plus airline fuel charge if that is less. If you had already reached the airport, you must also get meals and refreshments while you wait for the alternate flight.
Is your situation a little different? Send your question on WhatsApp.
Write in Hindi or English · general guidance, not legal advice
When the airline does not have to pay compensation
Paras 1.4, 1.5 and 3.3.4 exclude cash compensation where the cancellation or delay is caused by extraordinary circumstances beyond the airline’s control that could not be avoided even with all reasonable measures — for example natural disasters, political instability, riots, government orders, strikes, air traffic control decisions, weather and security risks. Compensation is also not payable to passengers who did not give a working phone number or email at booking (Para 3.3.3) — though they still get a refund or alternate travel. An airline’s own crew or technical problems are not listed as extraordinary circumstances, but whether a particular event qualifies is a question of fact; ask the airline to state the reason in writing. A refund of the ticket is a separate right and is not lost because compensation is excluded.
Long delays: meals, alternate flight or refund, hotel
Para 3.4 is about facilities, not fixed cash. If you checked in on time and the delay is expected to be 2 hours or more (block time up to 2½ hours), 3 hours or more (block time 2½–5 hours) or 4 hours or more (longer flights), the airline must give free meals and refreshments. For a domestic flight delayed by more than 6 hours (where the delay was communicated more than 24 hours before the original departure time), the airline must offer an alternate flight within 6 hours or a full refund. If the total delay is more than 24 hours — or more than 6 hours for a flight scheduled between 8 pm and 3 am — free hotel accommodation with transfers is to be provided. The burden of proving whether and when you were told about the delay is on the airline (Para 3.4.5).
Denied boarding with a confirmed ticket (overbooking)
If more confirmed passengers turn up on time than there are seats, the airline must first ask for volunteers. If you are refused boarding against your will (Para 3.2.2), there is no compensation if an alternate flight departs within 1 hour of your original time; otherwise you get 200% of the one-way basic fare plus airline fuel charge (maximum ₹10,000) if the alternate flight is within 24 hours, or 400% (maximum ₹20,000) if it is later. If you do not want the alternate flight, you get a full refund plus 400% (maximum ₹20,000). Denial for genuine health, safety, security or document reasons is not ‘denied boarding’ under the CAR. If you are involuntarily downgraded to a lower class, the airline must reimburse 75% of the ticket cost including taxes on a domestic sector (30% to 75% on international sectors, depending on distance).
Compensation must be cash — vouchers only if you agree
Para 3.7.1 says denied-boarding and cancellation compensation is to be paid in cash or by bank transfer, or by travel vouchers only with your signed agreement. Similarly, under the refund CAR, keeping your money as a ‘credit shell’ is your choice, not the airline’s default (Para 3(f) of Part II). Read anything you are asked to sign at the counter, and do not accept a voucher if you want money.
Refund rules in force from 26 March 2026
Under the revised refund CAR: for credit card payments, the refund must reach the card within 7 days of cancellation; for cash purchases, it is to be made immediately by the office that sold the ticket; for tickets bought through a travel agent or online portal, the airline remains responsible because agents are its representatives and must ensure the refund is completed within 14 working days (earlier 30). Statutory taxes and airport fees (UDF, ADF, PSF) must be refunded on cancellation or no-show, even on promo and non-refundable fares. Cancellation charges cannot exceed the basic fare plus fuel surcharge, must be shown at booking, and no extra fee may be charged for processing a refund. For tickets booked directly on the airline’s website or app, there is a 48-hour ‘look-in’ option to cancel or change without extra charge (apart from any fare difference) if departure is at least 7 days away for domestic or 15 days for international flights, and a free name correction for the same person if pointed out within 24 hours of booking.
Step-by-step: getting your money back
(1) Take screenshots of the cancellation or delay SMS / email, keep your boarding pass, PNR and payment proof, and note who told you what at the counter. (2) Ask the airline, in writing, for the specific entitlement — refund, compensation under Para 3.3.2 or 3.2.2, or reimbursement — citing the CAR. (3) If there is no reply or it is rejected, write to the airline’s nodal officer and then its appellate authority; every airline must publish these contacts (Para 3.10.4) and give a complaint reference number. (4) File a grievance on the AirSewa portal or app (Para 3.9.2). (5) For refunds held up by an online travel portal, also lodge a complaint with the National Consumer Helpline (1915 or consumerhelpline.gov.in). (6) If still unresolved, you may approach the District Consumer Commission for deficiency in service, usually online on e-Jagriti (see the consumer complaint guide).
Consumer commission: what it can and cannot do
The CAR expressly leaves you free to approach any statutory body or court (Para 3.9.3). Under the Consumer Protection Act, 2019, a District Commission can order a refund, compensation for loss and harassment, and costs. In August 2024 the National Commission held an online travel portal liable to refund passengers after Jet Airways stopped flying, rejecting a ‘mere facilitator’ defence. Results depend on facts and evidence, so keep receipts for meals, hotels or replacement tickets you had to buy. A complaint must ordinarily be filed within two years of the cause of action under Section 69 of the Act.
International flights and baggage
For flights to and from India by Indian airlines, the same CARs apply. Foreign airlines may compensate under their own country’s regulations (Para 3.6.1) and refund under their home rules, using the modes in the Indian CAR. Lost, delayed or damaged baggage on international journeys is governed by the Montreal Convention as applied by the Carriage by Air Act, 1972: report it at the airport before leaving (property irregularity report) and make a written complaint quickly — within 7 days of receiving damaged baggage and within 21 days for delayed baggage under Article 31 of the Convention.
What this guide is not
It does not decide whether a particular disruption was ‘extraordinary’, what a commission will award, or whether a specific airline or portal is at fault. DGCA can revise CARs; check the current CAR on dgca.gov.in and the airline’s passenger charter before relying on any number here.
How Adhiwakta can help
We do not contact airlines, travel portals, AirSewa or consumer commissions, and we do not file complaints. Adhiwakta is a facilitation platform, not a law firm. We do not file cases, appear before any authority, or promise any result. Use Ask Adhiwakta to describe your situation for general guidance from an independent advocate, or start with the AI helper to organise your facts and papers. Educational only — not formal legal advice.
Have a related question?
Frequently asked questions
- How much compensation do I get if my flight is cancelled at the last minute?
- If you were not informed at least 24 hours before departure (and no acceptable alternate flight is given), DGCA’s CAR Para 3.3.2 provides a full refund plus ₹5,000, ₹7,500 or ₹10,000 depending on block time (up to 1 hour, 1–2 hours, over 2 hours), or the one-way basic fare plus fuel charge if less. No compensation is due for extraordinary circumstances such as weather or ATC.
- Is there compensation for a flight delay?
- The CAR gives facilities, not fixed cash, for delays: meals after 2–4 hours depending on flight length, an alternate flight within 6 hours or a full refund for domestic delays over 6 hours (communicated more than 24 hours before), and a hotel for delays over 24 hours, or over 6 hours for departures between 8 pm and 3 am.
- How many days does an airline have to refund my ticket?
- Under the refund CAR in force from 26 March 2026: within 7 days for credit card payments, immediately for cash, and within 14 working days for tickets bought through a travel agent or portal — the airline remains responsible for agent bookings.
- Can the airline force me to take a credit shell or voucher?
- No. Keeping the refund as a credit shell is the passenger’s choice, not the airline’s default, and compensation for cancellation or denied boarding is to be paid in cash or by bank transfer — vouchers only with your signed agreement.
- What is the compensation for denied boarding due to overbooking?
- None if an alternate flight leaves within 1 hour; otherwise 200% of the one-way basic fare plus fuel charge (max ₹10,000) for an alternate within 24 hours, 400% (max ₹20,000) beyond 24 hours, or a full refund plus 400% (max ₹20,000) if you decline the alternate.
- Do I get taxes back on a non-refundable ticket?
- Yes. Statutory taxes and airport fees such as UDF, ADF and PSF must be refunded on cancellation, non-use or no-show, including on promo and non-refundable fares, and no extra fee can be charged for processing the refund.
- Where do I complain if the airline does not respond?
- Write to the airline’s nodal officer and appellate authority, then file on AirSewa. For portal refunds, also use the National Consumer Helpline (1915). If unresolved, you may file a consumer complaint for deficiency in service, usually within two years.
Share Adhiwakta with someone who needs it
Send this page on WhatsApp — legal information in Hindi & English.