This notice applies to flights operated by Air India in cases of flight delays and cancellations.
INFORMATION
If your flight is delayed or cancelled, we’ll inform you of the reason. See below for information on the compensation and standards of treatment to which you may be entitled, as well as the recourse you have available. During a delay, we will update you every 30 minutes until a new departure time is set or alternate travel arrangements are made, and we will share any new information as soon as feasible. We give this information by audible announcement (and, on request, a visible announcement) and also by the communication method you have told us you prefer, including methods compatible with adaptive technologies.
REBOOKING
1) Situations within our control or safety requirement:
If, due to a situation that is within our control or required for safety, your flight is delayed three hours or more, or cancelled, we’ll rebook you on the next available Air India flight or one of our partner airlines within 9 hours of your original departure time. If that is not possible, we’ll rebook you on any carrier that departs within 48 hours of your original departure time. If that is also not possible, we will provide transportation to another airport within a reasonable distance and a confirmed reservation on any carrier from there. Rebooking is free of charge, with services comparable to your original ticket where possible, and we will not ask for extra payment if you are rebooked in a higher class of service.
2) Situations outside our control:
If, due to a situation that is outside our control, your flight is delayed three hours or more, or cancelled, we’ll rebook you on the next available Air India flight or one of our partner airlines within 48 hours of your original departure time. If that is not possible, at your choice, we will refund the unused portion of your ticket, or we’ll rebook you on the next available flight that is operated by any carrier to your destination (from the same airport or another airport within a reasonable distance, with transportation to that airport). You may choose the refund at any time before we give you a confirmed reservation.
It is important that you contact us if you are not satisfied with your alternate travel arrangements, so that we may look for an alternate solution. You may also modify your reservation if you receive the self-serve rebooking link sent to you via email.
REFUND
If the alternate travel arrangements we offer do not accommodate your travel needs, we will refund the unused portion of your ticket. If you are no longer at your point of origin and your travel no longer serves a purpose as a result of the delay or cancellation, we will refund the ticket and give you, free of charge, a confirmed reservation to your point of origin that accommodates your travel needs. We also refund additional services you paid for but did not receive or paid for twice, and the price difference if you are rebooked in a lower class of service. Refunds are paid to the person who bought the ticket, by the original method of payment, within 30 days after we become obliged to refund. We may use another form of refund only if that person is told in writing its value and their right to the original method, the other form does not expire, and they confirm in writing that they chose it.
STANDARDS OF TREATMENT
If, due to a situation within Air India’s control or required for safety purposes, (i) you have been informed of the delay or cancellation less than 12 hours before the departure time indicated on your ticket, and (ii) you have waited two hours after the departure time indicated on your ticket, we’ll provide you with the following:
- Food and drink in reasonable quantities, considering the length of the wait, the time of day and location;
- Access to a means of communication; and
- Hotel or comparable accommodation that is reasonable in relation to your location, if we expect you to wait overnight, along with transportation to the hotel or other accommodation, and back to the airport.
We may limit or refuse any of this if providing it would further delay you.
COMPENSATION
If, due to a situation within Air India’s control, your flight arrived at your destination three hours or more late, or was cancelled, you’ll be entitled to receive compensation, unless:
- You are informed of the delay or cancellation more than 14 days before the departure time indicated on your original ticket;
- Your flight was delayed or cancelled due to a situation outside of our control or required for safety purposes;
- You have already been paid denied boarding compensation;
- You failed to submit your claim within one year of the flight delay or cancellation.
Compensation for delays and cancellations is calculated based on your arrival time at final destination and is:
- 400 CAD for delays at arrival of 3 hours or more but less than 6 hours;
- 700 CAD for delays at arrival of 6 hours or more but less than 9 hours; and
- 1,000 CAD for delays at arrival of 9 hours or more.
If your ticket is refunded because of the delay or cancellation, the compensation is 400 CAD. We will pay the compensation, or explain why it is not payable, within 30 days after we receive your request. We pay compensation in money unless we offer another form worth more than the minimum amount, tell you its monetary value in writing, it does not expire, and you confirm in writing that you were told of your right to money and chose the other form.
If you have already received compensation for the same disruption under another passenger-rights regime, that amount may be deducted from the compensation owed.
To claim or complain, see section 6 (Recourse).
