Travel Disruption: Rebooking, Hotels, and Vouchers
Overview
Weather, technical issues, air traffic flow restrictions, and operational events can all disrupt travel plans. When that happens, we work to get you to your destination quickly and with as little inconvenience as possible. This guide explains the immediate steps we take during a disruption, when hotel accommodation and meal vouchers are provided, your rights under DGCA Civil Aviation Requirements (CAR), and how to stay informed throughout.
Proactive Notifications
As soon as we know a flight is affected, we notify passengers via:
- Mobile app push notifications -The fastest way to learn of schedule changes or gate updates.
- SMS -Sent to the mobile number on your booking.
- Email -A detailed update with rebooking options and next steps.
- Airport announcements and display boards -Live updates at Indira Gandhi International Airport (DEL) and every station we operate.
Ensure your contact details are current on your booking so that notifications reach you on time.
Rebooking Priority
When we need to rebook passengers, we follow a structured priority:
- Onward connection passengers and unaccompanied minors.
- Passengers with special assistance needs.
- Higher loyalty tiers and premium-cabin passengers.
- All remaining passengers in order of original booking time.
Our automated systems often rebook you on the next available flight and send the new details before you even reach an agent. You can accept, decline, or modify the new itinerary through the app or website.
Accommodation and Meal Vouchers
If your flight is delayed overnight or significantly, we may provide the following, subject to the cause of the disruption:
- Meal vouchers -Typically provided for delays of 3 hours or more. Vouchers are distributed digitally via the app or by an agent at the airport.
- Hotel accommodation -Provided for overnight delays where the original schedule cannot be resumed that day, and where the cause is within our control.
- Ground transport -Transport between the airport and the hotel is arranged and paid for by us.
- Communication allowance -Reasonable expenses for phone calls and messaging during extended delays.
Extraordinary circumstances such as severe weather or air traffic control restrictions may alter our obligations under DGCA Civil Aviation Requirements (CAR). We will always explain what is offered and why.
Your Rights
Depending on the length and cause of the delay, you may be entitled to:
- A full refund if you choose not to travel following a significant schedule change or cancellation.
- Rebooking on the next available flight, including on partner airlines.
- Duty of care, including meals, accommodation, and transport, as outlined above.
- Monetary compensation in certain controllable-disruption scenarios, as set out in DGCA Civil Aviation Requirements (CAR).
Frequently Asked Questions
Q: How will I know if my flight is being rebooked automatically?
Auto-rebooking triggers a push notification, SMS, and email with your new itinerary. You can then accept, decline, or modify the new flight.
Q: Do I need to queue at the service desk if I have been auto-rebooked?
Not usually. Only queue if you need to reject the offered flight, request a refund, or require hotel and meal support.
Q: Does weather disruption entitle me to compensation?
Weather and other extraordinary circumstances are typically outside our control. You remain entitled to rebooking and, where applicable, duty of care, but not monetary compensation.
Q: What if I booked through a travel agent?
You can still manage the disruption directly with us, but your travel agent may also assist with refunds and adjustments to connected services such as hotels and tours.
Important Information
Your rights as a passenger are protected under DGCA Civil Aviation Requirements (CAR) and enforced by Directorate General of Civil Aviation (DGCA).
Need Help?
Our disruption support team is available during 24/7 operations. For in-person assistance, visit the service desk at Indira Gandhi International Airport (DEL).