How to get compensation for denied boarding from IndiGo under DGCA rules

The "Overbooked" Trap at Dabolim

You’re at Goa International Airport (Dabolim) or the new Mopa (Manohar) airport, bags checked, and ready to head home. At the boarding gate, the staff stops you. "Sorry, the flight is overbooked. We can’t let you board." They promise you a refund or a later flight, but when you ask for the ₹20,000 compensation you heard about online, they start gaslighting you. You file a complaint on the AirSewa portal, only for IndiGo to mark it as "Resolved" without paying a single paisa. If you are stuck in this loop where the airline owes you ₹40,000 (for two passengers) and is manipulating the portal to avoid paying, it is time to stop playing by their rules and start using the law.

What the law actually says

In India, air passenger rights are governed by the Directorate General of Civil Aviation (DGCA). Specifically, you need to cite Civil Aviation Requirements (CAR) Section 3, Series M, Part IV, titled "Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delays in flights."

Under Section 3.2 of this CAR, airlines often overbook flights to reduce the impact of "no-shows." However, they cannot simply pick a passenger and kick them off. The law mandates a specific sequence:

1. The Volunteer Phase: Before denying boarding to anyone, the airline must first call for volunteers to give up their seats in exchange for benefits/facilities at the airline's discretion.
2. The Denied Boarding Phase: If not enough volunteers come forward, only then can the airline deny boarding to a passenger against their will.

If you are denied boarding against your will, the airline is NOT liable to pay compensation ONLY IF they provide you with an alternate flight that departs within one hour of the original scheduled departure. If the alternate flight is more than one hour away, you are entitled to the following compensation (as per Section 3.2.2):

• 200% of the sum of Basic Fare + Fuel Charge (YQ): Capped at ₹10,000, if the airline arranges an alternate flight within 24 hours of the original departure.
• 400% of the sum of Basic Fare + Fuel Charge (YQ): Capped at ₹20,000, if the airline arranges an alternate flight more than 24 hours after the original departure.
• Full Refund + 400% of Basic Fare + Fuel Charge (YQ): Capped at ₹20,000, if the passenger declines the alternate flight offered by the airline.

If IndiGo is closing your AirSewa tickets without payment, they are violating the Grievance Redressal Mechanism mandated by the Ministry of Civil Aviation. Manipulation of the portal status is a serious service deficiency under the Consumer Protection Act, 2019.

Your 5-step playbook to get your ₹40,000 back

When an airline manipulates the AirSewa portal, they are betting that you will get tired and give up. Here is how you escalate from a "closed" ticket to a legal demand.

Step 1: Gather the "Receipts"

Do not rely on the airline's internal records. You need your own evidence folder. If you are still at the airport, do not leave the counter until you have:

• The Denied Boarding Statement: Ask the ground staff for a written note or an email stating you were denied boarding due to overbooking. If they refuse, record a video of the refusal (legal in public spaces of the airport, provided you aren't filming security areas).
• Original Boarding Pass/Ticket: Keep the digital and physical copies.
• The AirSewa Screenshot: Take a screenshot of the "Resolved" status on AirSewa where the airline has closed the ticket without providing proof of payment.

Step 2: The Nodal Officer Nudge

AirSewa is just a bridge; the actual power lies with the airline’s Nodal Officer and Appellate Authority. Every airline must appoint these as per DGCA rules.

1. Go to the IndiGo website and find the contact details for their Nodal Officer and Appellate Authority (usually listed under 'Grievance Redressal').
2. Send a formal email. Subject line: "LEGAL NOTICE: Claim for Denied Boarding Compensation - [PNR Number] - CAR Section 3 Compliance."
3. In the email, state: "I was denied boarding on [Date] for flight [Number]. Under DGCA CAR Section 3, Series M, Part IV, I am entitled to ₹[Amount] as compensation. Your staff has incorrectly marked AirSewa Grievance [ID] as resolved. This is a fraudulent representation. Pay the amount within 7 days or I will approach the Consumer Forum and DGCA for license review."

Step 3: Use RTI to expose the "Volunteer" lie

If the airline claims they didn't owe you money because you "voluntarily" gave up your seat, you can challenge this. While private airlines aren't directly under RTI, the DGCA (the regulator) is.

• File an RTI online with the DGCA.
• Ask for: "The flight manifest and the list of passengers who volunteered to give up their seats for IndiGo flight [Number] on [Date] as per CAR Section 3 requirements."
• If the airline didn't follow the volunteer process, the DGCA can penalise them. This RTI response is a gold-standard evidence for Consumer Court.

Step 4: The AirSewa Appeal and DGCA Escalation

If the Nodal Officer ghosts you:

1. Log back into AirSewa.
2. Do not just file a new ticket. Use the "Appeal" function on the closed ticket.
3. In the appeal, specifically mention: "The airline has provided a false resolution. No compensation has been paid as per DGCA CAR Section 3.2.2. I request the Ministry of Civil Aviation to intervene against this manipulation of the portal."
4. Simultaneously, tag @MoCA_GoI and @DGCAIndia on X (formerly Twitter) with your grievance ID. Public pressure often forces a manual review of "auto-resolved" tickets.

Step 5: File a case via E-Daakhil

If the amount is ₹40,000, it is well worth a Consumer Court filing. You don't need a lawyer for this. Since you are in Goa, you can file this from your laptop.

1. Go to the E-Daakhil portal.
2. Register yourself and file a complaint against 'InterGlobe Aviation Ltd' (IndiGo).
3. Select the District Consumer Disputes Redressal Commission (North Goa or South Goa, depending on where you live or where the airport is).
4. Upload your evidence: The ticket, the denied boarding proof, the AirSewa screenshots, and your email to the Nodal Officer.
5. What to claim: Ask for the ₹40,000 compensation + ₹20,000 for mental agony and harassment + ₹5,000 for litigation costs.

If the airline's staff physically prevented you from filming or coerced you into signing a waiver, you can also consider how to File an FIR under Section 154 of the BNSS for criminal intimidation or fraud, though Consumer Court is usually faster for money recovery.

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Where it usually breaks

Even with the law on your side, airlines have a "standard operating procedure" to dodge these payments. Here are the three most common ways they’ll try to trip you up:

1. The "Operational Reasons" Pivot: The airline might claim the flight wasn't "overbooked" but delayed or changed due to "operational reasons" or "technical snags." Under DGCA CAR, compensation for "cancellation" is different (and often lower) than "denied boarding."

   • The Workaround: Ask for the "Flight Disruption Certificate." If they refuse, check the flight status on third-party trackers like FlightRadar24. If the flight took off on time but you weren't on it, it’s a denied boarding case, not a technical delay. Mention this specifically in your AirSewa appeal.

2. The "Volunteer" Waiver: Ground staff might ask you to sign a document to get your "alternate flight" ticket. Hidden in the fine print is often a clause saying you "voluntarily" gave up your seat in exchange for the new ticket. If you sign this, you lose your right to the ₹20,000 compensation.

   • The Workaround: Read before you sign. If the document says "Voluntary," cross it out, write "Denied Boarding - Under Protest" next to your signature, and take a photo of the modified sheet.

3. The AirSewa "Ghosting": IndiGo often marks tickets as "Resolved" by simply stating "Passenger was provided an alternate flight." They ignore the compensation part entirely.

   • The Workaround: Do not let the ticket stay closed. Use the "Reopen" or "Appeal" button immediately. If that fails, file a formal grievance with the National Consumer Helpline (NCH) via the Umang app or by calling 1915. NCH is often more aggressive than AirSewa because it falls under the Ministry of Consumer Affairs, not Civil Aviation.

Templates / script

A. The "Legal Notice" Email

Send this to IndiGo’s Nodal Officer and Appellate Authority. It signals that you aren't just an annoyed passenger, but a claimant who knows the CAR.

Subject: Formal Notice: Claim for Denied Boarding Compensation (₹40,000) - PNR [Your PNR]

Body: Dear Nodal Officer,

I am writing regarding PNR [Number] for flight [Flight No] from [Source] to [Destination] on [Date]. I was denied boarding against my will due to overbooking.

Under DGCA CAR Section 3, Series M, Part IV, Clause 3.2.2, I am entitled to compensation of [₹20,000 per person] as the alternate flight provided was [more than 24 hours later / declined by me].

My AirSewa complaint [Complaint ID] was closed without payment, which constitutes a "Deficiency in Service" under the Consumer Protection Act, 2019.

Please credit the total amount of ₹40,000 to the following account within 7 days, failing which I will approach the Consumer Disputes Redressal Commission (District Commission) for the principal amount plus 18% interest and legal costs.

Bank: [Name] | IFSC: [Code] | Acc No: [Number]

Regards, [Your Name] [Phone Number]

B. RTI Template to DGCA

If the airline claims it wasn't overbooked, use the RTI Act to get the truth.

Public Information Officer: Directorate General of Civil Aviation (DGCA) Fee: ₹10 (Pay via rtionline.gov.in)

Text of Application: Regarding flight [Flight No] operated by [Airline] on [Date] from [Source] to [Destination]:

1. Provide the total seating capacity of the aircraft used for this flight.
2. Provide the total number of confirmed bookings (PNRs) issued for this flight.
3. Provide the number of passengers who were denied boarding due to "overbooking" or "over-sale" of tickets for this specific flight.

C. Script for National Consumer Helpline (1915)

"I want to register a complaint against IndiGo for a 'Deficiency in Service.' I was denied boarding on [Date] at [Airport]. As per DGCA CAR Section 3, Series M, Part IV, I am owed ₹40,000 in compensation. The airline has closed my AirSewa ticket without payment. I have the PNR and the 'Resolved' status screenshot as evidence of their refusal to follow DGCA mandates."

FAQs

1. Can I claim compensation if I booked through an agent like MMT or EaseMyTrip? Yes. Your contract for carriage is with the airline, not the booking site. The DGCA CAR applies to the operating carrier (IndiGo). Do not let the airline redirect you to the travel agent; the agent is only responsible for the original ticket refund, not the denied boarding penalty.

2. What if they offer me "Travel Vouchers" instead of cash? You are entitled to the compensation in cash/bank transfer. Under Section 3.2.2 of the CAR, the airline must pay you. You are under no legal obligation to accept vouchers, which usually have expiry dates and restrictive terms. Demand a bank transfer.

3. Is there a fee to file a case in the Consumer Court? For claims up to ₹5 lakh, there is zero court fee. Since your claim is ₹40,000, you can file a case in your local District Consumer Disputes Redressal Commission for free. You don't even need a lawyer; you can represent yourself.

4. How long do I have to file a claim? Under the Consumer Protection Act 2019, you have 2 years from the date of the incident to file a complaint in the Consumer Commission. However, for AirSewa and internal airline grievances, you should act within 30 days for the best chance of a quick settlement.

5. Does the airline have to provide a hotel if I'm stuck in Goa overnight? Yes. Under Clause 3.7.1 of the same CAR, if you are denied boarding and the alternate flight is more than 24 hours later, the airline must provide "Hotel accommodation" and "Transfers" between the airport and hotel, in addition to meals and refreshments.

6. What if they say the overbooking was due to a smaller aircraft being swapped in? This is still considered "Denied Boarding" under DGCA rules. If they sell 180 seats and fly a 150-seater, they have effectively overbooked the flight. You are still entitled to the compensation scales mentioned in the law.