Customers can now be Reimbursed for Involuntary Ticket Downturns

The Directorate General of Civil Aviation (DGCA) of India is modifying its laws to protect the rights of air travelers who have had their tickets downgraded. If an airline involuntarily downgrades a customer who booked cheap air tickets to India from USA with a first-class, business class, or premium economy ticket to a lesser cabin class upon check-in, the carrier may be forced to return the whole amount paid and transport the traveler for free in the future. Continue reading to learn how customers can reimbursed for involuntary ticket downturns.

Following talks with stakeholders, the civil aviation regulator, the DGCA, said on Friday that it will shortly implement measures to safeguard consumer rights. The new restrictions would apply to all airlines that fly to and from India including long-haul flights and last-minute flight tickets to India.

DGCA chief Arun Kumar stated that airlines occasionally downgrade passengers due to the fast development of aviation services within India and on foreign routes to/from India, along with the increase in passenger traffic.

• Payback in Full For Declined Tickets

It said in a statement on Friday that, “The changeover will allow the visitors who are involuntarily downgraded from their booked class of tickets to India to receive the full cost of the ticket, including taxes, as a rebate from the airline, and the airline will bear the passenger free of charge in the next available class”.

The DGCA is updating its Civil Aviation Requirement (CAR) to protect the rights of air travelers affected by ticket downgrading. The update pertains to facilities that airlines must offer to passengers due to refused boarding, flight cancellations, and flight delays.

There are now mechanisms in place to compensate aviation passengers in the event of rejected boarding or flight cancellation.

• Circumstances under a passenger can compensate

If the airline refuses boarding, it entitles the traveler to several types of compensation.

1. If the airline has overbooked, it may request volunteers in return for compensation. If an airline denies a customer boarding despite a confirmed booking, there will be no reimbursement unless the company finds an alternate flight within one hour of the originally planned departure time.
2. If the alternate flight falls within 24 hours of the original departure, reimburse the customer 200 percent of the one-way cost and fuel charge, up to Rs 10,000.
3. If the replacement flight occurs after 24 hours of the original departure, we will compensate 400% of the one-way cost plus fuel charges, with the total amount restricted to Rs 20,000.

DGCA Guidelines on Flight Cancellations: Passenger Rights and Compensation

1. If a passenger does not choose an alternate trip, the airline must provide a full refund and 400 percent of the one-way cost plus fuel charges, with a maximum of Rs 20,000. DGCA regulations require airlines to notify passengers and schedule an alternate trip at least two weeks in advance if the airline anticipates a flight cancellation.
2. If an airline cancels a flight less than two weeks before the scheduled departure date and up to 24 hours before the scheduled departure date, the carrier must arrange an alternate flight within two hours of the original departure time or refund the ticket. According to the regulator, if an airline cancels a flight within 24 hours of the scheduled departure time, numerous compensation options are available depending on the circumstances.
3. If the flight’s block duration is shorter than one hour, the passenger must pay a one-way fee plus a fuel charge, with the total sum capped at Rs 5,000. If the block time is shorter than two hours, the fee will be one way plus fuel, with a maximum charge of Rs 7,500.

Also read: Rules for Unaccompanied Minor Travel in IndiGo Airlines