India’s airline industry experienced a worrying trend during 2024, with 18,746 passengers being denied boarding by several airlines. Interestingly, over 77% of these instances belonged to the Air India Group, reflecting a serious problem within the carrier. Official figures from the Directorate General of Civil Aviation (DGCA) show that 51 passengers on average were denied boarding every day, with Air India and Air India Express responsible for almost 40 of these instances.
Air India Group Dominates Boarding Denials
Of all the airlines, Air India had the most denied boarding, with 14,545 passengers in 2024. The trend in January 2025 is that of 3,171 passengers who were denied boarding, 2,959 were from Air India.
Airlines tend to overbook flights so that there are fewer empty seats, but if more passengers arrive, then the seats are unavailable, and some are turned back.
According to DGCA rules, if a passenger is denied boarding on an involuntary basis, the airline has to offer monetary compensation, alternative flights, and facilities such as meals and accommodation.
Enormous Compensation And Passenger Assistance Bills
Air India Group has been spending crores of rupees on compensating the passengers impacted by these denials. In January 2025, the airline spent ₹295 lakh on alternative flights, hotel accommodations, and refreshments.
The maximum denied boardings in 2024 occurred in November with 3,529 passengers, which incurred a cost of ₹273 crore in supporting the passengers.
By comparison, August 2024 experienced the lowest instances of denied boardings, and that was 728, with 547 belonging to Air India. Even with these figures, the airline enjoys a strong market presence.
While in 2024, the domestic airlines carried 1,613.31 lakh passengers, with IndiGo holding the top spot at 62% market share, Air India with 16.5%, and then SpiceJet at 3.7%.
Resolution Of The Problem And Passenger Rights
As overbooking is a regular practice, airlines have to adhere to the guidelines of DGCA to maintain passenger rights. The regulations provide that if a passenger freely relinquishes their seat voluntarily, airlines can provide benefits as they like.
But passengers do have the right to claim monetary compensation under Civil Aviation Requirement (CAR) Section 3, Series M, Part IV if they are refused boarding unwillingly.
As the number of air travellers increases, the resolution of these denials of boarding will be instrumental in enhancing the passengers’ experience as well as promoting equitable airline policies. Enhanced rules and efficient overbooking management could avoid inconveniences and loss of money for travellers.
Also Read: ‘Emergency Travel Is A Nightmare!’ Flyers Take To X To Call Out Air India & IndiGo’s Duopoly
Have you ever encountered a situation when you were refused boarding? Tell us about your experience!
Cover Image Courtesy: Wikimedia Commons
For more such snackable content, interesting discoveries and the latest updates on food, travel and experiences in your city, download the Curly Tales App. Download HERE.