Flight Cancelled and Refund Not Received? Your Options
When an airline cancels your flight it owes you a refund within set timelines. Here is how to claim it and where to escalate.
If you are waiting on a flight cancelled refund, the rules are on your side, and they come with timelines. The Directorate General of Civil Aviation sets them. This guide explains what an airline must do, how to complain in the right order, and when a consumer complaint makes sense.
What the airline owes you
When an airline cancels your flight, you are entitled to a refund or an alternative arrangement. The refund rules are in the DGCA's Civil Aviation Requirements, Section 3, Series M, Part II. Under them, for payments by credit card the refund is to be made within seven days. For tickets bought through a travel agent or portal, the airline is responsible, and the refund is to be completed within 30 working days. The DGCA has revised and proposed changes to these rules recently, so check the current text on dgca.gov.in before you quote a number to the airline.
Step 1: write to the airline
Email the airline's customer care and grievance address. Give your PNR, the flight details, the date of cancellation, the amount paid and how you paid. Ask for a refund to the original payment method, and quote the DGCA rule. Keep the reply. Our format for a consumer complaint letter works here too.
Step 2: escalate to the DGCA and AirSewa
If the airline does not respond or refuses, escalate to the DGCA through the AirSewa grievance portal and quote your reference number from step 1. These complaints do not cost anything and create a record.
Step 3: a legal notice
Send a short legal notice if the airline still has not paid. State the facts, the refund due, and that you will approach the Consumer Commission if it is not paid within 15 days.
Step 4: file a consumer complaint
Failure to refund after a cancellation is a deficiency in service under Section 2(11) of the Consumer Protection Act, 2019. You can file in the District Commission where you live, if the amount you paid is up to ₹50 lakh. See which consumer commission to approach. For ticket prices, that is nearly always the District Commission, and there is no filing fee up to ₹5 lakh. Read our consumer court fees guide.
If you booked through a travel portal
Name both the airline and the portal. The rule puts responsibility for the refund on the airline when you buy through an agent, but naming both makes sure the right party answers.
What you can ask for
The refund, interest from the date it was due, and compensation for the loss and trouble the failure caused. What a Commission awards depends on your evidence, so keep your receipts for any extra costs, such as a replacement ticket.
Keep the time limit in mind
Two years from the cause of action under Section 69. See the consumer complaint time limit guide.
In short, a flight cancelled refund that is overdue is a claim you can enforce step by step, starting with a written complaint to the airline.
Frequently asked questions
How long does an airline have to refund a cancelled flight?
For credit card payments, within seven days under the CAR. For tickets bought through an agent or portal, the airline must complete the refund within 30 working days. Check the current CAR for any change.
I booked through a travel portal. Who do I complain against?
The airline carries the refund responsibility, and you can name the portal too.
Can I claim more than the ticket price?
You can ask for interest and compensation for the loss caused. What a Commission awards depends on the facts.
Where do I file?
In the District Commission where you live, if the ticket price is up to ₹50 lakh.
Is there a fee?
Not for complaints up to ₹5 lakh.
Sources
- CAR on refund of airline tickets, DGCA (PDF)
- DGCA refund norms proposal, Business Today
- Section 2, Consumer Protection Act 2019
Start your complaint
Ready to file? Start your complaint with Jagrik AI or read our consumer complaint guide for the full walkthrough.
This is general information, not legal advice. Jagrik AI is an independent tool, not operated by or affiliated with the Government of India. It helps you prepare, and does not replace a lawyer for complex cases.