Step 1: Know Your Rights Under DGCA CAR Section 3
India's Directorate General of Civil Aviation (DGCA) Civil Aviation Requirements (CAR) Section 3 Series M Part IV gives Indian air passengers specific rights:
| Delay Duration | What Airline Must Provide |
|---|---|
| 2+ hours (domestic, <2.5h flight) | Meals + refreshments |
| 3+ hours (domestic, 2.5h+ flight) | Meals + refreshments |
| 4+ hours (international short) | Meals + refreshments |
| 6+ hours (any flight) | Meals + refreshments + free communication; refund OR alternate flight |
| 6+ hours starting 8 PM-3 AM | All above + hotel accommodation + transfers |
| 24+ hours | All above + DGCA may direct compensation |
Step 2: Document the Delay AT THE AIRPORT
This is the most critical step — without documentation, your claim will fail.
- Note the original scheduled departure time from your boarding pass
- Take a photo of the airport flight information display showing the delayed status
- Take a photo of the boarding gate sign showing your flight + delay info
- Get a written delay declaration from airline ground staff at the gate (request "delay certificate")
- Save all receipts for food, drinks, taxi to hotel, etc. — even if airline doesn't provide them, you may claim them later
- Record the actual departure time when you eventually take off
Step 3: File Initial Complaint with Airline
Within 30 days of the delay, file a written complaint via:
- Airline website complaint form:
- IndiGo: goindigo.in → Contact Us → File a Complaint
- Air India: airindia.com → Customer Care → Feedback
- SpiceJet: spicejet.com → Customer Care → Compensation Claim
- Akasa Air: akasaair.com → Help
- Email: Most airlines have customer-service@[carrier].com format
- Customer care: Phone the airline's 24/7 helpline + ask for a written incident reference number
What to Include in the Complaint
- PNR + ticket number
- Origin, destination, scheduled date + time
- Actual departure time + length of delay
- Specific clauses of CAR Section 3 violated (cite as "DGCA CAR Section 3 Series M Part IV Issue III")
- Receipts attached as evidence
- Specific remedy you're seeking (refund, compensation amount, voucher)
Step 4: Wait for Airline Response (30 Days)
DGCA requires the airline to acknowledge the complaint within 7 days and resolve it within 30 days. If they do not respond or offer inadequate remedy, you escalate to AirSewa.
Step 5: Escalate via AirSewa Portal
AirSewa (airsewa.gov.in) is the Government of India's official portal for airline grievances. Filing here triggers DGCA oversight on the airline.
- Register at airsewa.gov.in (free)
- File new complaint → select airline → flight details + PNR
- Attach evidence (delay certificate, receipts, screenshots of email exchanges)
- Get a complaint reference number — track via the portal
- Airline must respond within 15 days on AirSewa
- If still unresolved, DGCA escalates internally
Step 6: Escalate to National Consumer Helpline (NCH)
If AirSewa doesn't resolve:
- Call NCH: 1915 (toll-free)
- Online: consumerhelpline.gov.in
- NCH typically resolves in 15-30 days through mediation
Step 7: Consumer Court (Last Resort)
For claims above ₹50,000 or systemic issues:
- File at the District Consumer Disputes Redressal Commission (DCDRC) in your district
- Limitation: 2 years from cause of action
- Filing fee: ₹200-₹2,500 depending on claim value
- Can claim: refund, compensation, costs, sometimes punitive damages
Compensation Amounts You Can Claim
| Scenario | Compensation |
|---|---|
| Meals + refreshments unavailable during 2+ hour delay | Reimbursement of receipts at reasonable rates (₹500-1,500 per pax) |
| Hotel unavailable during 6+ hour overnight delay | Hotel cost reimbursement (₹3,000-8,000 + meals) |
| Denied boarding (overbooking) — alternate 1-24h later | 200% of one-way base fare + fuel, capped at ₹10,000 |
| Denied boarding — alternate 24+ hours later | 400% of one-way base fare + fuel, capped at ₹20,000 |
| Cancellation 24h+ before, no alternate | Refund + ₹5,000-10,000 depending on flight value |
| 24+ hour delay | DGCA may direct case-by-case compensation |
Common Mistakes That Sink Claims
- Not documenting the delay AT the airport (post-hoc evidence is weak)
- Filing complaint more than 30 days after the event
- Accepting airline's first-offer voucher without reading terms
- Not specifying which DGCA clause applies
- Filing in District Court before exhausting airline + AirSewa
- Signing airline-provided release form that waives further claims
HappyFares Customer Support
If you booked via HappyFares, contact help@happyfares.in with your booking reference + delay documentation. We follow up with the airline on your behalf to expedite the resolution process at no charge.