According to the Directorate General of Civil Aviation, Air India, India's flag carrier airline, is now owned by Tata Sons. It has updated its Citizen Charter' so that it includes provisions for denied boarding and flight delays.

After the airline was penalised Rs10 lakh by the aviation regulator, it denied boarding to customers who had valid tickets and failed to pay the compensation.

The DGCA stated that Air India had no policy and didn't compensate passengers. Further, the DGCA advised that a system be established immediately to address the problem. Failure to do so could result in further penalties.

Boarding denied

AI charter states that denied boarding is possible when there are more passengers than available seats. An airline can ask passengers to surrender their seats to make room for others. This will be done in exchange for such benefits/facilities that the airline may offer (provided the airports have designated check-in areas/gate areas that make it feasible for them to do so).

The airline will not pay compensation if boarding is denied because of any of the conditions listed below. The airline must compensate passengers in accordance with the following provisions if it fails to do so:

A minimum of INR 10,000 plus 200% of the one-way base fare and airline fuel cost if the airline arranges an alternative flight that departs within 24 hours of the scheduled departure.

A 400% of the one-way base fare plus the airline fuel cost will be charged if the airline arranges an alternative flight that departs more than 24 hours after the scheduled departure.

If the passenger chooses not to take an alternative flight, the refund will be given in full and compensation will be paid for 400% of the booked one-way base fare plus the fuel cost. This is subject to a maximum INR 20,000.

If a passenger is booked on connecting flights with the same airline as the other airline, he shall be reimbursed by the airline for the first leg of his flight in accordance with Para 3.2.2 of this CAR.

Flight Cancellation & Delays
AI will notify customers if they cancel their flight within 24 hours of departure.

Flyers not notified of cancellations will be reimbursed between Rs 55,000 and Rs 10,000.

However, the charter states that passengers who do not provide adequate contact information (email address or phone number) at booking time will not be entitled to financial compensation.

It also outlines the procedures for compensating passengers if they are delayed or lose their baggage.

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