No cancellation fee for flights cancelled within 24 hours of booking: Draft Passenger Charter

In case the passenger is not informed about the flight cancellation up to 24 hours of the scheduled departure time, the airlines must refund the full value of the air ticket.

Created On: May 23, 2018 17:20 ISTModified On: May 23, 2018 17:24 IST
Draft air passenger charter proposes refund for flight delays

The Union Ministry of Civil Aviation on May 22, 2018 notified the Draft Passenger Charter defining rights for air passengers for public consultation.

The Draft Passenger Charter lays down the benefits that the passengers will be entitled to enjoy, if the airline is found to be at fault. The charter will ensure a hassle-free air travel experience.

Draft Passenger Charter

Flight Delays and Cancellations

• If the flight is expected to be delayed for more than 4 hrs from the scheduled time of departure or revised departure time that is communicated 24 hours prior to scheduled departure time, then the airlines will offer an option of full refund of ticket to the passenger.

• When delay is more than 24 hrs from scheduled time of departure and involves flight to fly on the next day, passenger will then be entitled for a free-of-charge hotel accommodation including transfers.

Airlines to compensate passengers for missing connecting flights due to delay in first flight:

If delay more than 3 hours

Rs 5000

If delay between 4 and 12 hours

Rs 10000

If delay more than 12 hours

Rs 20000

• If the flight is stationed on the pitch for more than 60 minutes, then sufficient and free-of-charge hot snacks and beverages will be provided to the passengers.

• If the flight is stationed on the pitch for more than 90 minutes and there is no possibility of departure in next 30 minutes, then passengers must be de-boarded.

• If passenger is informed about the flight cancellation less than two weeks before and up to 24 hrs of the scheduled departure time, the airline must offer an alternate flight allowing the passenger to depart within two hours of the booked scheduled time or refund the ticket, as acceptable to the passenger.

• In case the passenger is not informed about the flight cancellation up to 24 hours of the scheduled departure time, the airlines must refund the full value of the air ticket.

Unforeseen Circumstances

In case if passenger dies or undergoes bodily injuries onboard an aircraft, then the limit of liability to be paid by the airline will be same for both international and domestic passengers.

In case of baggage lost, baggage delayed, or baggage damaged, the minimum compensation will be Rs 3000 per kg for loss of baggage, Rs 1000 per kg for delay and Rs 1000 per kg for damage of baggage

Cancellation of tickets

• Airline shall not levy any additional charge for correction in name of the person, if name correction is required up to three characters only and the error in the name spelling is pointed out by the passenger within 24 hours of making a reservation.

• Cancellation  charges  must be  printed  on the  ticket  itself in a minimum font size of 12 and  not  as  a fine  print. This information should also be provided as part of the reservation documentation.

• The airline, in no circumstances, will levy cancellation charges that total more than the basic fare plus fuel surcharge.

• Passengers can cancel or amend the ticket without any additional charges within 24 hours of booking the ticket.

Other Facilities

  • The seats that are designated for persons with disabilities, free of charge, will remain blocked until close to the time of departure.
  • All airports must provide medical facilities at the airport including - Medical doctor, Ambulance, minimum medical support including oxygen cylinders and defibrillators, trained medical personnel, Standard Operating Procedures to care for medical emergencies for passengers.
  • There should be meet-and-greet facilities for all passengers.
  • Airports must provide toilets outside departure and arrival terminals.
  • Airports must provide passengers with free 30-minutes Wi-Fi services.
  • Affordable food and beverages outlets shall be there.


• DigiYatra is an industry-led initiative coordinated by the Union Ministry of Civil Aviation that aims to transform the flying experience for passengers and position Indian Aviation amongst the most innovative aviation networks in the world.

• Passengers will be able to enroll in to DigiYatra program through AirSewa.

• It will digitise the air-travel experience from ticket booking to airport entry check, security check and aircraft boarding.

• A DigiYatra verified passenger gets hassle free entry at airport through E-Gates. The ID verification will be done by the BCAS-approved Government ID.

• It will offer value-added services like ground transportation, special services at airport, in-flight, etc.

• It will enhance security while providing convenience to the passenger

• The technical standards for DigiYatra will be published shortly.

• Initially, Bangalore, Hyderabad, Kolkata, Varanasi and Vijayawada airports will roll out this programme in a phased manner by January 2019.

AirSewa app

• AirSewa app seeks to bring together all the stakeholders on a common platform to ensure timely and effective handling of customer grievances and to propagate real-time data.

• The app named as ‘AirSewa v1.5’, will be launched by July 2018.

• It will offer registration for DigiYatra ID.

• This app is social media login enabled that will allow users of Facebook and Google to access AirSewa.

• It will provide updated flight status and flight schedule information.

• It will offer information on facilities and services available across all airports in India.

Wi-Fi Connectivity in Flights

• Domestic and international airlines will be able to offer internet services and mobile services on-board the aircraft in Indian airspace, if certain security requirements are met:

• Internet services will be provided from the moment a plane takes off.

• Mobile services will be allowed only when an aircraft is over an altitude of 3000 metres.

Telecom Commission approved in-flight mobile connectivity in Indian airspace

 inflight connectivity

In-flight Connectivity

• The Internet and Mobile Communication on Aircraft (MCA) service will be permitted as In-Flight Connectivity (IFC) in the Indian airspace.

• The MCA services will be permitted with minimum height restriction of 3000 metres in Indian airspace for its compatibility with terrestrial mobile networks. A flight generally attains the altitude of 3000 metres about four-five minutes after take-off.

• Subsequently, the government will now work towards creating the license framework for a special category of service providers called ‘In-flight connectivity provider’.



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