Air India
Compensation
Welcome to your definitive guide to understanding your passenger rights with Air India under the Canadian Air Passenger Protection Regulations (APPR) and the Indian Passenger Charter, enforced by the Ministry of Civil Aviation (MoCA) and the Directorate General of Civil Aviation (DGCA). This page details your entitlements for flight disruptions, baggage issues, tarmac delays, and more when traveling to or from Canada. Whether you’re flying from Toronto to Delhi or Vancouver to Mumbai, know your rights and how to claim compensation with Air India.
Introduction to Air India
Air India, India’s flag carrier, operates a global network with key Canadian routes from Toronto (YYZ) and Vancouver (YVR) to Delhi (DEL), Mumbai (BOM), and beyond. As a large carrier under APPR, Air India adheres to robust passenger protections for Canadian flights, complemented by India’s Passenger Charter for domestic and international travel. This section outlines Air India’s services and your rights.
Key Services
-
Global Network: Operates Boeing 787, 777, and Airbus A320 aircraft, serving over 100 destinations, including direct Canada-India flights.
-
Cabin Classes: Economy, Premium Economy, Business, and First Class on select routes.
-
Regulatory Compliance: Adheres to APPR for Canadian flights, India’s Passenger Charter (MoCA/DGCA), and the Montreal Convention for international travel.
-
Grievance Redressal: Contact Customer Support, Nodal Officer (nodalofficer@airindia.com), or Appellate Authority (appellateauthority@airindia.com).
Your Rights During Flight Delays
For Air India flights to/from Canada, when your flight is delayed, Air India must provide assistance after a 2-hour delay:
-
Timely Updates: Air India provides delay reasons (e.g., maintenance, weather) every 30 minutes via SMS, email, airport displays, or audible announcements. Passengers with disabilities can request accessible formats.
-
Standards of Treatment (Within Control or Safety-Related): If notified less than 12 hours before departure and waiting ≥2 hours past scheduled departure:
-
Food and Beverages: Reasonable food and beverages based on wait time and location.
-
Communication Access: Free Wi-Fi or phone calls.
-
Accommodation: For overnight delays, free hotel stays and airport transfers for out-of-town passengers, subject to availability within a reasonable distance.
-
-
Rebooking:
-
Within Control or Safety-Related: Rebooking on the next Air India or partner flight within 9 hours of original departure, or any carrier within 48 hours.
-
Outside Control: Rebooking on Air India or partner flight within 48 hours, or any carrier if unavailable.
-
Self-serve rebooking via email link or contact Air India for alternatives.
-
Refund: If rebooking is unsuitable, refund unused ticket portions. If travel no longer serves a purpose, a free return flight to your origin and a full refund are provided.
Compensation for Delays (Within Control, Not Safety-Related):
For delays within Air India’s control and not required for safety (e.g., scheduling, crew issues) if you were informed less than 14 days before departure:
-
3-6 Hours: CAD 400
-
6-9 Hours: CAD 700
-
9+ Hours: CAD 1,000
Exclusions: No compensation for delays outside Air India’s control (e.g., weather, air traffic control, safety-related delays, or if you were informed 14 days or more before departure. Claims must be filed within one year.
Additional Notes: Refunds are processed within 30 days to the original payment method or as non-expiring travel credits if agreed in writing. The Montreal Convention may offer up to ~CAD 2,805 for international flight expenses. India’s Passenger Charter provides additional protections (e.g., meals for delays >6 hours).
Your Rights During Flight Cancellations
For cancellations of Air India flights to/from Canada:
-
Prompt Notification: Reasons (e.g., operational, weather) communicated via SMS, email, or airport staff.
-
Rebooking or Refund Options:
-
Within Control or Safety-Related: Rebooking on Air India or partner flight within 9 hours, or any carrier within 48 hours.
-
Outside Control: Rebooking on Air India or partner flight within 48 hours, or any carrier if unavailable.
-
Refund: Full refund for unused tickets and fees, or a return flight to your origin if travel no longer serves a purpose.
-
Standards of Treatment (Within Control): For cancellations notified less than 12 hours before departure:
-
Reasonable food and beverages based on wait time and location.
-
Free communication (Wi-Fi or phone).
-
Hotel and transfers for overnight delays, if available.
-
Compensation for Cancellations (Within Control, Not Safety-Related)
For cancellations within Air India’s control and not required for safety, if you were informed less than 14 days before departure:
-
3-6 Hours Delay: CAD 400
-
6-9 Hours Delay: CAD 700
-
9+ Hours Delay: CAD 1,000
Exclusions: No compensation for uncontrollable events (e.g., NOTAMs, security threats) or safety-related cancellations. File claims within one year.
Additional Support: Under APPR, passengers are entitled to a full refund or rebooking on alternate flights for cancellations with <24 hours’ notice. Air India prioritises unaccompanied minors and passengers with disabilities.
Your Rights During Missed Connections
If an Air India delay or cancellation causes a missed connection:
-
Communication: Updates via SMS, email, or airport staff on rebooking options.
-
Rebooking or Refund:
-
Within Control or Safety-Related: Rebooking on Air India or partner flight within 9 hours, or any carrier within 48 hours.
-
Outside Control: Rebooking on Air India or partner flight within 48 hours, or any carrier if unavailable.
-
Refund: Full refund for unused tickets if travel no longer serves a purpose, including a free return flight to your origin.
-
Standards of Treatment (Within Control): Meals, communication, and accommodation for delays over 2 hours, notified less than 12 hours before departure.
-
Compensation for Missed Connections (Within Control, Not Safety-Related)
For missed connections within Air India’s control and not required for safety:
-
3-6 Hours Delay: CAD 400
-
6-9 Hours Delay: CAD 700
-
9+ Hours Delay: CAD 1,000
Exclusions: No compensation for uncontrollable events or safety-related issues. Submit claims within one year via www.airindia.com/contact-us or AirSewa (airsewa.gov.in).
Your Rights During Denied Boarding
For involuntary denied boarding due to overbooking:
-
Volunteer Request: Air India seeks volunteers to relinquish seats, offering benefits (e.g., travel vouchers) with written confirmation. Volunteers are not entitled to further compensation.
-
Communication: Written statement of reasons and rights provided at the gate.
-
Rebooking:
-
Within Control or Safety-Related: Rebooking on Air India or partner flight within 9 hours, or any carrier within 48 hours.
-
Outside Control: Rebooking on Air India or partner flight within 48 hours, or any carrier if unavailable.
-
Refund: Full refund for unused tickets if rebooking is unsuitable, including a return flight to your origin if travel no longer serves a purpose.
-
-
Standards of Treatment (Within Control): Before boarding the alternate flight:
-
Reasonable food and beverages based on wait time and location.
-
Free communication access (Wi-Fi or phone).
-
Hotel and transfers for overnight delays (>8 hours).
-
Compensation for Denied Boarding (Within Control, Not Safety-Related):
For involuntary denials within Air India’s control and not required for safety:
-
3-6 Hours Delay: CAD 900
-
6-9 Hours Delay: CAD 1,800
-
9+ Hours Delay: CAD 2,400
Exclusions: No compensation for safety-related denials, uncontrollable events (e.g., weather), non-compliance with check-in deadlines, or if rebooked on the same flight. Claims due within one year, paid within 48 hours.
Priority Boarding: Unaccompanied minors, passengers with disabilities, families, and previously denied passengers are prioritized.
Additional Notes: Compensation is in cash, cheque, or bank transfer unless a higher-value, non-expiring travel voucher is agreed in writing. India’s Passenger Charter offers up to ₹10,000 for denied boarding if no alternate flight is provided within 1 hour.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage (Montreal Convention, APPR):
-
Prompt Communication: Track status via WorldTracer at www.airindia.com or contact baggage services (baggageservices@dnata.com, 1-800-452-308). File a Property Irregularity Report at the airport or within 7 days (damaged) or 21 days (delayed/lost).
-
Compensation:
-
Lost or Damaged Baggage: Up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) under the Montreal Convention, plus baggage fee refunds (e.g., extra/oversized bags).
-
Delayed Baggage: Reimbursement for reasonable interim expenses (e.g., toiletries, clothing) upon submitting receipts.
-
Mobility Aids: Immediate repair or replacement for damaged/lost aids, prioritizing accessibility.
-
Process:
-
Report at airport desks (Vancouver: +1-604-379-9309, Baggage.YVR@swissport.com; Toronto: +1-437-240-7736, ai.mhb@menziesaviation.com).
-
Submit claims with receipts, tickets, and claim reference within 21 days.
-
Lost baggage declared after 21 days; claims processed within 30 days.
Additional Notes: India’s Passenger Charter offers up to ₹20,000 for lost baggage. If unresolved, passengers may file a complaint with the Canadian Transportation Agency (CTA).
Exclusions: Air India is not liable for normal wear, overpacked/oversized baggage, manufacturing defects, or valuables (e.g., jewelry, electronics) in checked bags.
Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian airports:
-
Communication: Updates every 30 minutes via onboard announcements or www.airindia.com.
-
Care After 90 Minutes:
-
Access to working lavatories (if equipped).
-
Ventilation, heating, or cooling.
-
Communication access (e.g., crew updates).
-
Reasonable food and beverages based on wait time and location.
-
-
Disembarkation: The aircraft must return to the gate to allow passengers to disembark unless takeoff is imminent within 45 minutes or safety/security prevents it. Passengers with disabilities and support persons/animals disembark first.
-
Medical Assistance: Immediate access to urgent medical care.
Additional Notes: No compensation for tarmac delays under APPR, but standards of treatment apply.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
For disruptions within Air India’s control and not required for safety:
-
Eligible Expenses: Reasonable costs for essentials (food and beverages based on wait time and location, toiletries, hotels) not provided by Air India.
-
Submission Process: Submit the official itemized receipts from the vendor along with the expense details when submitting the compensation claim form on our website.
-
Standards of Treatment: Reimbursement for meals, transport, or lodging if not offered.
-
Montreal Convention: Up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) for international flight expenses.
Reimbursement Limits
-
Delayed Baggage: Up to 1,519 Special Drawing Rights (≈ CAD 3,000, subject to exchange rate) for interim expenses, plus baggage fee refunds.
-
Flight Delays/Cancellations: Reasonable expenses based on disruption; alcohol/tips excluded.
Note: Expenses due to uncontrollable events are not reimbursable. Escalate unresolved claims to the CTA or AirSewa. For unresolved issues, contact the CTA (www.otc-cta.gc.ca, 1-888-222-2592).
