Traveling can sometimes lead to challenges with airlines or travel agents, from flight cancellations and delays to lost baggage and refund disputes. As a passenger, it is important to understand your rights under Indian law and international conventions to protect yourself. Whether flying with domestic airlines like IndiGo, Air India, SpiceJet, Vistara, Go First, Akasa Air, or international carriers like Emirates, Qatar Airways, British Airways, here’s what you need to know about filing a complaint and resolving disputes.

Common Issues with Airlines and Your Rights

When dealing with airlines, the following are the most common issues passengers face, along with the relevant laws and regulations that protect your rights:

1. Flight Cancellations

• If your flight is canceled by the airline, you are entitled to refundsor compensation depending on the circumstances. Under DGCA CAR Section 3, airlines are required to provide compensation or rebook passengers on alternate flights if the cancellation occurs without prior notice.
• Passengers should also be aware of their rights under the Montreal Convention, which provides international protections, particularly when flying internationally.

2. Flight Delays

• According to DGCA CAR, airlines must provide meals, refreshments, and accommodation depending on the length of the delay. For flights delayed more than two hours, compensation may be provided.
• For international flights, the Montreal Conventionmandates that passengers are compensated for significant delays, including the cost of meals, accommodations, and other expenses.

3. Denied Boarding Due to Overbooking

• Airlines often overbook flights, which can result in passengers being denied boarding. DGCA CAR Section 3mandates that airlines compensate passengers denied boarding or offer alternate travel arrangements.
• Under the Montreal Convention, passengers can also claim damages for denied boardingon international flights.

4. Baggage Loss or Damage

• Lost or damaged baggageis one of the most frequent complaints. Under the Montreal Convention, passengers are entitled to compensation for lost, delayed, or damaged baggage for international flights. For domestic flights, the Carriage by Air Act, 1972 governs compensation. The limit of liability is capped, but you can file for additional damages if the loss was due to the airline's negligence.

5. Refund Issues

• If a flight is canceled or rescheduled by the airline, passengers are entitled to a full refund. DGCA CAR Section 3ensures passengers receive refunds in case of flight cancellations initiated by the airline. However, refund disputes are common, especially with third-party bookings through travel agents.

6. Customer Service Complaints

• Poor service from airline staff, particularly during disruptions, is another common issue. DGCA regulationsalso address passenger handling and customer service, and airlines are obligated to maintain minimum standards.

Your Rights Under Indian and International Laws

Passengers in India are protected under multiple laws and international agreements, giving them recourse in case of flight-related issues:

1. Montreal Convention (1999)

• India is a signatory to the Montreal Convention, which governs the rights of passengers for international travel. This convention sets out the liability of airlines for flight delays, lost or damaged baggage, and injuries to passengers.
• It ensures that passengers can claim compensation for inconveniences such as delayed flights, denied boarding, or baggage loss, with specific limits on liability.

2. DGCA Civil Aviation Requirements (CAR)

• The Directorate General of Civil Aviation (DGCA)in India enforces a set of rules under the Civil Aviation Requirements (CAR), specifically Section 3, which addresses passenger services. This regulation outlines the responsibilities of airlines toward passengers in cases of delays, cancellations, denied boarding, and baggage handling.
• The DGCA ensures that airlines operating in India, whether domestic or international, follow these rules.

3. Carriage by Air Act, 1972

• The Carriage by Air Act, based on international agreements like the Warsaw Conventionand amended by the Montreal Convention, governs the rights of passengers traveling on domestic routes within India. This Act addresses compensation limits for lost baggage, flight delays, and injuries.

Common Complaints Against Travel Agents

Passengers often book through third-party travel agents like MakeMyTrip, Goibibo, Yatra, Cleartrip, and others. Common complaints include:

1. Non-Refundable Cancellations

• Travel agents may fail to process refunds or misrepresent their terms and conditions. Under consumer protection laws, passengers are entitled to receive refunds for flights canceled by the airline.

2. Hidden Fees

• Travel agents sometimes charge hidden or undisclosed fees during the booking process.

3. Poor Customer Support

• Travel agents may fail to assist with cancellations, refunds, or rebookings, especially during emergencies or flight disruptions.

Conclusion and Call to Action

Facing issues with airlines or travel agents can be frustrating, but you don’t have to navigate it alone. Whether it’s flight delays, cancellations, lost baggage, refund disputes, or poor customer service, understanding your rights under Indian and international aviation laws is the first step toward resolution.

At www.onlineconsumercomplaint.com, we’re here to help. You can submit your airline complaint directly through our website or connect with us on Instagram, Facebook, or WhatsApp. Our team will guide you through the process and initiate action on your behalf, ensuring your rights are protected.

Take control of your travel experience today! Visit www.onlineconsumercomplaint.com and let us help you resolve your complaints effectively and efficiently.

Top Airlines Operating in India 

You may encounter issues with any of the following domestic and international airlines operating in India:

• IndiGo
• Air India
• Akasa Air
• Emirates
• Qatar Airways
• British Airways
• Singapore Airlines
• Lufthansa
• Etihad Airways
• Air France
• Turkish Airlines
• Cathay Pacific
• SriLankan Airlines
• Virgin Atlantic
• Kuwait Airways
• AirAsia
• Thai Airways

Top Travel Agents in India 

If you face issues with any of these travel agents, you can file a complaint for refunds, hidden charges, or poor service:

• MakeMyTrip
• Goibibo
• Yatra
• Cleartrip
• EaseMyTrip
• Thomas Cook India
• Akbar Travels
• Cox & Kings
• SOTC Travel
• TravelTriangle
• Expedia India
• TripFactory
• Happyeasygo
• Flywidus
• TravelGuru
• Skyplanners