My flight was cancelled and the airline is refusing a refund. What are my consumer rights?

Question

My domestic flight was cancelled at the last minute and the airline is offering only a credit shell instead of a cash refund. Is this legal? I have been reading conflicting things online and I would like to understand what Indian law actually says about this, which Act and Section applies, what the realistic timelines and costs are, and what I should be doing right now to protect my position. If the matter can be resolved without litigation I would prefer that route, but I want to know what my rights are before I agree to anything or sign any document.

MyVakeel Legal Desk · Accepted Answer

My flight was cancelled and the airline is refusing a refund. What are my consumer rights? is governed in India primarily by Consumer Protection Act 2019, Section 2(11) and Civil Aviation Requirements (CAR), Section 3 Series M Part II. The short answer is set out below, followed by the practical steps most people in this situation need to take. Read it alongside the specific provisions named, because the exact relief available to you turns on the facts you can prove on paper.

DGCA's Civil Aviation Requirements mandate airlines to offer a full refund, alternate flight, or compensation, depending on notice period, for flights cancelled by the airline.

If cancellation is notified less than two weeks before departure without an alternate flight within reasonable time, the passenger is entitled to compensation in addition to a refund.

Forcing a passenger to accept a credit shell instead of a cash refund, against their wishes, has been held by Consumer Commissions and courts to be an unfair trade practice.

Refund must be processed within a reasonable time, generally the original mode of payment; unreasonable delay itself constitutes deficiency in service.

You may claim consequential losses such as hotel or connecting travel costs incurred due to the cancellation, with supporting bills.

What to do next: 1) Request refund in writing citing DGCA CAR provisions and insist on cash refund, not credit shell; 2) File a complaint with the airline's grievance cell and then with the Airline Sector or DGCA's AirSewa portal; 3) If refused, file a consumer complaint before the District Commission for refund plus compensation; 4) Attach the booking confirmation, cancellation notice and any consequential expense bills.

If the other side has already issued a notice, filed a case or set a deadline, treat the matter as time-sensitive — most remedies under Consumer Protection Act 2019, Section 2(11) carry limitation periods, and a delay you cannot explain weakens an otherwise strong case. You can post the details on the MyVakeel forum for a practising advocate to review, or book a paid consultation with a Bar Council verified lawyer in this practice area.