Which regulation applies?
Airline-policy commercial product (not DGCA-mandated). Insurance Regulatory and Development Authority (IRDAI) governs travel-insurance medical cover.
Source: https://www.irdai.gov.in
Source: https://www.irdai.gov.in
Step-by-step: what to do now
- 1 Get documented proof: hospital admission certificate, treating doctor's letter, or death certificate (for bereavement). The document must show the passenger's name, condition, and date of admission/event.
- 2 Contact the airline's customer-care number IMMEDIATELY (within 48 hours of the event if possible). Quote "compassionate cancellation request" and reference the documented medical reason.
- 3 For HappyFares bookings, raise the request via HappyFares customer care — we coordinate with the airline and can negotiate higher refund percentages on documented compassionate cases (success rate: 70-85%).
- 4 Submit the medical documents through the airline's customer-care email or portal. Indian airlines typically resolve within 15-30 days, paying 90-100% minus a processing fee (₹1,500-₹3,000).
- 5 File the travel-insurance claim simultaneously. Acko Flight Protection on HappyFares pays the difference between airline refund and full fare value, within 15-30 days, with the same documentation.
- 6 For death of a close family member (parent, sibling, spouse, child), request the airline waive cancellation fees entirely. Most carriers honour this with a death certificate.
Compensation / refund table
| Scenario | Amount / outcome | Notes |
|---|---|---|
| Airline compassionate cancellation (with documents) | 90-100% of fare minus ₹1,500-₹3,000 processing | IndiGo, Air India, SpiceJet, Akasa, AIX all support |
| Bereavement (death of close family) | 100% refund, no fees | Most carriers waive entirely on death certificate |
| Travel insurance medical-emergency claim | 100% of fare minus deductible | Acko, ICICI Lombard, Tata AIG; deductible ₹500-₹2,000 |
| HappyFares Smart Saver (CFAR) | 60-80% of fare | Backup option; no proof required |
| No documentation, no insurance | Standard fare-rule cancellation refund | Saver: ₹0-taxes. Flexi: 70-95%. |
Time limit: Notify airline within 48 hours of the medical event for best refund treatment. File insurance claim within 30 days.
HappyFares RapidRefund can help
HappyFares Rapid Refund Sure refunds your money within 24 hours of the request — faster than airline's standard 15-30 day compassionate refund cycle. Useful when you need the funds immediately for medical costs.
Learn more →Frequently asked questions
What documents prove a medical emergency to an airline?
Hospital admission certificate (preferred), treating doctor's letter on hospital letterhead, or discharge summary if treatment was completed. The document must name the passenger and indicate dates that overlap with the original flight date.
Will the airline refund 100% on bereavement?
Most Indian carriers waive cancellation fees entirely on bereavement with a death certificate naming a close family member (parent, spouse, sibling, child). Some extend to grandparent, aunt/uncle on case-by-case basis. Process is faster if you call customer-care rather than filing online.
Can I use Smart Saver if I also have travel insurance?
Yes — they stack. Smart Saver (CFAR) refunds 60-80% within 5 days. Travel insurance pays the gap up to 100% within 15-30 days. Plus, compassionate-airline-refund can apply on top of both. Combined recovery often exceeds 100% of fare (subject to policy ceilings).
What if the medical emergency happens AT the airport?
Inform the airline gate staff immediately. They will arrange wheelchair assistance, allow ground-crew escort, and process compassionate rebooking on the spot. Get the gate supervisor's name and a written note — this strengthens your subsequent claim.
Does travel insurance cover pre-existing conditions?
Most basic travel insurance EXCLUDES pre-existing conditions unless declared and additionally priced. Read the policy "exclusions" section before relying on it. Acko Flight Protection on HappyFares covers acute episodes (asthma attack, fracture, sudden illness) but not chronic flare-ups of declared conditions.