A sharp rise in flight delays and cancellations during 2025 has led to a significant increase in passenger complaints seeking airline refunds, according to information shared by the Ministry of Civil Aviation in Parliament. The data highlights growing concerns over service disruptions and the challenges faced by air travellers across the country.
In a written reply to a question in the Rajya Sabha, Minister of State for Civil Aviation Murlidhar Mohol informed lawmakers that complaints related to refunds increased substantially during the year. The majority of grievances were linked to delayed flights, cancellations, and difficulties experienced by passengers in obtaining timely refunds from airlines.
The ministry stated that the surge in complaints coincided with operational disruptions affecting several domestic carriers. Weather-related issues, air traffic congestion, technical problems, and airline operational constraints were among the major reasons cited for flight cancellations and prolonged delays throughout the year.
Under existing Directorate General of Civil Aviation (DGCA) regulations, airlines are required to process refunds within the prescribed timelines when flights are cancelled or when passengers become eligible for compensation under applicable rules. The aviation regulator has also issued guidelines to ensure passengers receive timely assistance and are informed about their rights in the event of disruptions.
Government data indicates that refund-related complaints formed a significant portion of overall passenger grievances received during the year. Authorities noted that while many complaints were resolved through airline grievance mechanisms, a considerable number required intervention from regulators and consumer redressal platforms.
The rise in complaints comes amid increasing passenger traffic in India’s aviation sector. As airlines expanded operations to meet growing demand, maintaining punctuality and efficient customer service became a greater operational challenge. Industry experts believe that improving schedule reliability and strengthening passenger communication will be essential to reducing future complaints.
The DGCA has continued to monitor airline performance, including on-time arrivals, cancellations, and customer service standards. The regulator has also introduced and proposed measures aimed at improving consumer protection, including stricter refund timelines and clearer cancellation policies for passengers.
Consumer rights advocates have welcomed the government’s focus on airline accountability, stating that faster refund processing and transparent communication are essential to maintaining passenger confidence. They have also urged airlines to strengthen customer support systems to address grievances more efficiently during periods of operational disruption.
With domestic air travel continuing to grow, aviation experts expect airlines to invest further in operational resilience, digital customer support, and proactive passenger communication. The government has indicated that it will continue monitoring complaint trends and work with airlines to improve service standards while ensuring passengers receive the protections guaranteed under aviation regulations.
