Passengers Denied Comfort and Service Face Options for Compensation

Air Travel Refunds and Compensation: Understanding Passengers' Rights

Key Developments:

• The Directorate General of Civil Aviation (DGCA) has issued revised Civil Aviation Requirements (CAR), effective from March 26, 2026, outlining passenger rights and refund policies.
• Passengers can seek refunds in various situations, including:
  • 48-hour free cancellation/modification: Cancellation or modification of tickets within 48 hours of booking without any fee.
  • Free name correction: Corrections to passenger name errors within 24 hours of booking, if booked directly with the airline.
  • Medical emergencies: Refunds or credit shells for future travel in cases of hospitalization of the passenger or a family member.
• Refunds must be processed within 14 working days, even if booked through a travel agent or third-party portal.

Consumer Protection and Refund Claims:

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• Passengers who experience deficiency in service should first approach the airline through its customer support channel, website grievance portal, or designated nodal officer.
• If the airline fails to resolve the issue, passengers can approach a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019 to seek refunds, compensation, or damages.
• The Commission can award additional compensation for deficiency in service and mental agony, which can be claimed 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 for experiencing broken seats, unhygienic washrooms, and non-functional entertainment screens on a Delhi-New York flight.

Concerns over Compensation Levels:

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• Aviation experts argue that compensation awarded in many cases is still relatively low and does not reflect the seriousness of the inconvenience caused to passengers.
• The Consumer Protection Act allows for protection, but courts must ensure compensation is truly "adequate" and not influenced by the passenger's ability to afford a business-class ticket.