Jayant Sinha, Minister of State for Civil Aviation, notified draft passenger charter on May 23, 2013, defining rights for air passengers. The purpose of the charter is to improve hassle-free air travel experience of air passengers in the country.
Passengers will be entitled to the benefits mentioned below, if the airline is found at fault.
• Delays and Cancellations
— When it is expected that flight is to be delayed for more than 4 hours from the published scheduled time of departure or previously revised departure time (communicated more than 24 hours prior to original scheduled departure time), passengers must be offered an option of full refund of ticket by the airlines.
— If delay is more than 24 hours from published scheduled time of departure and involves flight on the next day, passengers need to be offered free-of-charge hotel accommodation and transfers.
— Airlines must compensate passengers for missing connecting flights due to delay in first flight as per the following rates:
If delay is for more than 3 hours ` 5,000;
If delay is between 4 and 12 hours ` 10,000; and
If delay is more than 12 hours ` 20,000
— In case, flight is stationed on the tarmac for more than 60 minutes, sufficient and free-of-charge hot snacks and beverages are to be provided to the passengers. If the flight is stationed on the tarmac for more than 90 minutes and there is no possibility of departure in the next 30 minutes, then passengers must be de-boarded.
— In case the flight gets cancelled and passengers are informed of the cancellation less than two weeks before and up to 24 hours of the scheduled departure time, the airline must offer an alternate flight enabling the passengers to depart within two hours of the booked scheduled departure time or refund the ticket, as acceptable to the passenger. In case, the passengers are not informed up to 24 hours of the scheduled departure time, the airlines must refund the full value of the air ticket.
• Compensation for Unforeseen Circumstances
— In case, a passenger dies or undergoes physical injuries onboard an aircraft, the limit of liability to be paid by the airline must be the same for both international and domestic passengers.
— In case of baggage lost, baggage delayed or baggage damaged: (a) there should be parity on limit of liability to be paid by the airline’s between international and domestic passengers; and (b) the minimum compensation will be ` 3,000 per kg for loss of baggage, ` 1,000 per kg for delay and ` 1,000 per kg for damage of baggage.
• Cancellation of Tickets
— In case of ticket cancellation, the airline will not levy any additional charges for correction in name of the person, if name correction is required up to three characters 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 prominently on the ticket itself in a minimum font size of 12 and not as a fine print. This information must also be provided as a part of the reservation and ticket documentation.
— Passengers must be allowed lock-in option for 24 hours (after booking ticket) during which the passenger can cancel or amend the ticket without any additional charges.
— The airline, under no circumstances, will levy cancellation charges that total more than the basic fare plus fuel surcharge.
• Other Facilities
— Airlines have to provide seats that are designated as acceptable for persons with disabilities free of charge, which will remain blocked until close to the time of departure.
— All airports must provide medical facilities at the airport, which will include—medical doctor, available at all hours the airport is operational, ambulance, minimum medical support including oxygen cylinders and defibrillators, trained medical personnel, standard operating procedures to care for medical emergencies for passengers.
— Airports must provide meet-and-greet facilities for all passengers.
— Airports must provide toilets outside departure and arrival terminals.
— Airports/airlines must provide a minimum of one helpdesk for passengers.
— Airports must provide passengers with 30 minutes Wi-Fi services free of cost.
— Airports must provide affordable food and beverages outlets.
• If a passenger does not receive due compensation, grievances can be filed on the Ministry of Civil Aviation’s Air Sewa app or at Directorate General of Civil Aviation CDG(A) portal.