Amid GoFirst Crisis, Know What Flyers Are Entitled To If Airlines Cancel Flights In India

GoFirst cancelled all its flights on May 3 and 4 severely hitting passengers' plans across the country. Here's what you can get if your flight is cancelled in India.

GoFirst flights cancelled, here's what you can get.

Source : Getty

In yet another major airline crisis, the Directorate General of Civil Aviation (DGCA) on Tuesday said all flights of Go First Airlines will remain cancelled on May 3 and 4. The aviation regulator said that the airline has informed them that all its flights will remain cancelled on these two days. The news agency also reported that the DGCA has issued a show cause notice to Go First after the airline cancellation.  

Meanwhile, the budget carrier has also filed an application for voluntary insolvency resolution proceedings before the National Company Law Tribunal (NCLT), Delhi. The development has created a massive problem for the flyers who had their flights scheduled for their respective destinations. Many have complained of the inconvenience while stands of GoFirst at Delhi airport looked empty. 

Amid rising concerns about what to do next, ABP Live explains what is in for the passengers if an airline cancels a flight. 

Cancellation And Refund Rules 

As per the rules, the airline has to inform the passengers about the cancellation of their flights at least two weeks before the scheduled time of departure. If the flyers are not informed at least three hours in advance about the cancellation of their flights, the airline is liable to provide them compensation as follows: 

a) Rs 5,000 or booked one-way basic fare plus airline fuel charge, whichever is less for flights having a block time of up to and including 1 hour. 

b) Rs 7,500 or booked one-way basic fare plus airline fuel charge, whichever is less for flights having block time of more than 1 hour and up to and including 2 hours. 

c) Rs 10,000 or booked one-way basic fare plus airline fuel charge, whichever is less for flights having a block time of more than 2 hours. 

If the airline fails to inform the passenger at least 24 hours before the time of departure, or if they miss a connecting flight booked on the same ticket number because of the cancellation, then the airline has to pay compensation ranging between Rs 5,000 and Rs. 10,000 to the passenger as stated above. 

If the customer has paid cash, the airline has to refund the money immediately. If the payment has been made with a credit card, the money has to be refunded within 7 days. 

For bookings made via a travel agent, flyers are advised to approach the agent. The refund includes Passenger Services Fee, Airport Development Fee/User Development Fee and service tax. One can either get a refund or use it to travel on another date. 

 

Non-Refundable Tickets Become Refundable 

If a flight is cancelled, significantly delayed (generally over two hours), faces a schedule change in advance of takeoff, or faces a route change (like a nonstop flight changing to one with connections), the passenger can get a full refund on a non-refundable fare. 

 

Alternative Flight 

According to the DGCA website, the airline should give a full refund of the amount or an alternative flight if it informs the passengers about the flight cancellation less than two weeks before the flight’s departure but at least 24 hours before the time of departure. 

At the same time, if possible, the airlines should arrange another flight for passengers. The airline is bound to provide the passengers with alternate travel opportunities at no extra cost and refund the ticket if one is not willing to travel at all.  

 

If Passenger Is Already In Transit  

In the special case in which a subsequent portion of a flight is cancelled while a Customer is already in transit, a Customer shall have the right to choose to remain at the transit station and accept a partial refund for the portion of the flight not completed; or to return to the point of origin and receive a refund; or a credit for future travel; or re-booking onto an alternative flight at no additional cost subject to availability. 

  

Cancellation Of Flight On Connected Route 

In case of delay or cancellation of a flight operated as part of the Connected Segments/Route scheme, the following shall apply:    

•In case of delay or cancellation of the connecting flight at the point of origin which leads to the possibility of a missed connection at the point of transit, the passenger shall have right to choose a refund, or a credit for future travel on the airline, or re-booking onto an alternative flight at no additional cost subject to availability.    

•In case of a delay or cancellation of the connecting flight at the point of transit, the airline will, at its discretion and subject to availability of seats, first offer the passenger the option to travel on the next flight, or that of another airline or if either options cannot materialize, then at its discretion, provide lodging for overnight stay to the passenger at the point of transit, ground transportation to and fro the airport and hotel and dinner. 

No Refund In Force Majeure Conditions 

If the flight is cancelled for reasons beyond the control of the airline, it is called force majeure and a passenger is not entitled to any compensation in this case. This include include, without limitation, weather; air traffic control; mechanical failures; acts of terrorism; acts of nature; force majeure; strikes; riots; wars; hostilities; disturbances; governmental regulations, orders, demands or requirements; shortages of critical manpower, parts or materials; labour unrest; etc. 

 

Processing Of Refund 

Airlines and ticket agents are required to make refunds promptly. For airlines, ‘prompt’ is defined as being within 7 business days if a passenger paid by credit card, and within 20 days if a passenger paid by cash or cheque. 

  

Free Meal Conditions 

If someone has checked in at the airport on time and is expecting the flight to be delayed by more than 2.5 hours block time, then he or she is entitled to get free meals. The domestic passengers are entitled to get a free meal even if their flight is delayed by 3 hours and the block time is between 2.5 to 5 hours. 

 If one witnesses a delayed departure, contact the relevant airline for the benefits. 

 Visit the airline counter at the airport. 

Show them your airline ticket and tell them about your delayed flight. 

Ask for free meals as set forth in the passenger charter. 

They will give you a voucher, from which you can relish your meal. 

  

Where To Go For Help 

 According to India’s Department of Consumer Affairs, if the airline is not sticking to the norms provided in the passenger charter, the passenger needs to first complain at the airline’s help desk or email them. If the passenger is not satisfied with the resolution provided by the airline, file a grievance with the Ministry of Civil Aviation through its AirSewa portal or its app. 

According to consumerhelpline.gov.in, at the time of booking, the airline must clearly ‘indicate’ the amount of refund money that will be given to passenger in case of cancellation. The charter states:   

• If any passenger is denied boarding due to over-booking of a flight, the passenger would not be liable to hold airline for compensation if he or she is given an alternate flight within one hour of original flight’s departure.   

• If the flyer is not informed 24 hours before departure or she misses a connecting flight due to cancellation, the airline has to offer compensation.   

• If a flight is delayed by over six hours, the airline needs to communicate the rescheduled time more than 24 hours before the original departure time. The airline also needs to offer customers either a full refund or an alternative flight.   

• Airlines need to inform passengers about flight cancellation 24 hours before the scheduled departure time. In this case, the customers should be offered either a full refund of the ticket amount or an alternative flight.   

• If the flyer is not informed 24 hours before departure or she misses a connecting flight due to cancellation, the airline has to offer compensation. The compensation amount ranges between ₹5,000 and ₹10,000, depending on the block time (block time is the total time flight takes to arrive after being pushed back out of the departure gate).   

• The airline will have no obligation to pay ‘compensation’ if delay or cancellation happens due to circumstances beyond the control of the airline. These include political instability, natural disaster, riots, floods, government regulations, meteorological conditions, security risks and so on.   

• A passenger has the right to receive refund of statutory taxes, user development and passenger service fees levied by the airlines in case s/he cancels the ticket. The right to refund will be subject to the airlines internal policy in case of a foreign airline. 

READ: DGCA's Show Cause Notice To Air India CEO Over Case Of Pilot Allowing Friend In Cockpit