If the airline company has overbooked, it should either vacate the seats voluntarily or arrange for another flight within an hour.
Severe weather conditions, characterised by thick fog, have disrupted numerous flights at the Delhi airport, leading to low visibility and operational challenges. In response to the ongoing travel disruptions, the Ministry of Civil Aviation has issued a notification outlining passengers’ rights during such situations.
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The notification stipulates that in the event of a flight cancellation, airlines are obligated to accommodate affected passengers on an alternative flight. If rebooking is not feasible, the airline must promptly refund the ticket price to the passengers. Additionally, if passengers arrive at the airport before a flight cancellation occurs, the airline is required to provide complimentary food and snacks during the waiting period. In instances where passengers are stranded, airlines are expected to make arrangements for free hotel accommodations and cover the transportation expenses from the airport to the hotel.
The guidelines also address situations where airlines overbook flights. In such cases, passengers can either voluntarily vacate their seats or the airline must arrange an alternative flight within one hour. If an alternate flight is not available within that timeframe but is accessible within 24 hours, the airline must refund twice the amount of the one-way ticket. For instance, if a ticket is valued at Rs 5,000, the airline must reimburse Rs 10,000, along with a maximum fuel surcharge of Rs 10,000. However, if the replacement flight is arranged 24 hours after the original departure time, the reimbursement increases to four times the fare of a one-way ticket, and the fuel surcharge rises to Rs 20,000.
Amid these regulatory measures, actress Richa Chadha expressed her dissatisfaction with Air India for cancelling her flight without prior notification. She criticized the airline’s customer service and accused them of not apologizing for last-minute schedule changes and displaying arrogance. Richa also singled out travel company BookMyTrip for criticism.
In a tweet, she wrote, “Rude customer care chicks at Air India will ensure your business class fare is pocketed, won’t even apologize for changing timings last minute or being arrogant! Do yourself a favor, and avoid these 2 SCAMSTERS in 2024! I hope your companies endure more losses than you have in all of your collective histories, saste cheats!”
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This incident highlights the challenges faced by passengers during weather-related disruptions and the importance of clear regulations to safeguard their rights.
