Airline Users Rights And Grievance Redressal Forum ( AURGRF ), is an Association registered under the …………………………. Act with Regn. No:…………….. formed by Air Passengers in India with the prime objective to protect the Consumer Rights of Air Passengers and address their Grievances at proper platforms and authorities for appropriate redressal / remedies. Membership of Airline Users Rights And Grievance Redressal Forum (AURGRF) is for the Airline Users of India ( Air Passengers, both Domestic & International ) comprising all sections of the society from all States in India including Bureaucrats, White-collar & Blue- collar Employees, Ordinary Labourers, Students, Business Enterpernaures, Professionals etc. and the Management Committee and Advisory Board of Airline Users Rights And Grievance Redressal Forum (AURGRF) brings together a diverse group of experts and professionals with decades of experience and expertise in relevant fields like, Airlines & Airport Professionals, Tourism Industry Professionals, Legal Experts, Business Entrepreneurs, Bureaucrats etc. in order to fulfil the objectives of Airline Users Rights And Grievance Redressal Forum (AURGRF) on a prompt and professional manner.
Airline Users Rights And Grievance Redressal Forum (AURGRF) is an initiative with the mission “To Make Air Passengers To Know Their Rights When They Fly “, in order to protect the Consumer Rights of Air Passengers in India by way of providing appropriate informations and knowledge about the responsibilities of Airlines in providing services to Passengers, particularly in case of Flight Delays, Flight Cancellations, Denied Boarding due to over booking, Flight Diversions, Cancellation charges, Lost / delayed or damaged Baggage, and any other deficiency in service by the Airlines.
We all know that, how frustrating it can be when something goes wrong with our Flight and the complexity of Passenger Rights makes the situation much more difficult. These include the right for appropriate care and assistance from the Airline officials in the case of delays or rerouting and for refunds or other compensations in case of Flight cancellations, wherein the circumstances and situations are within the normal control of an Airline in service.
Since, it is the duty and obligation of Airlines to ensure that Consumer Rights of Air Passengers are protected to the maximum extent by providing appropriate services, Airline Users Rights And Grievance Redressal Forum (AURGRF) envisage that each Air Passenger in India should be aware of his/her Passenger Rights in the coming years and the Airlines should become more responsible in serving their Passengers.
Air Passenger Rights comprise Regulatory Laws that support Air Passengers and provide protection and compensation when they face Flight disruptions or any deficiencies in Airline services. The Warsaw Convention and Montreal Protocol positively define Airline liabilities and compensations and In India, the Aircraft Rules 1937 and DGCA Regulations, particularly the Air Passenger Charter 2019 (CAR Series M, Section-3), legally secure and protect the Rights of Airline Passenger India.
Many hidden dangers exist in our everyday life, which often go unnoticed by many of us.
Deficiencies in service by Airlines, Cyber Frauds Etc. are increasing at an alarming rate and becoming
a threat to our day-to-day life.
AURGRF have decided to extend Technical and Legal support to Air Passengers in India by way of
guiding and supporting them to address their Consumer Grievances with appropriate
Forums/Authorities to establish their rights in accordance with the Air Passenger Charter Act 2019,
which include compensation for Flight delays, Baggage loss etc. Air Passenger Rights regulations
gives legal ground to Air Passengers, where they can claim for monetary compensation in case of
Flight delays, Cancellations, Denied Boardings, etc. More than half of the traveling public by Airlines
are unaware of their Rights, and the Airlines make it even more difficult for Passengers to raise or
claim their compensations for deficiencies in services. As a result, less than 2% of Air passengers in
India are only receiving appropriate compensations for their grievances as a Consumer.
Our mission is to help the novice as well as Frequent travelers to learn about their Rights and
entitlements under the existing legal frame work in India. We pursue to simplify specific Legal
Statues that are on the Air Passenger’s side so that, the Air Passengers can understand what exactly
are the Rights as well as Remedies available under the Passenger Protection Laws and how to
approach the appropriate forums in case of Flight delays, Cancellations, Denied Boardings, Lost
Baggages etc.
AURGRF have constituted a Panel of Experts ( Advisory Board ) with the strength of diversified
experience and expertise in Airlines, Airports, and Ground Handling in India and abroad, with
harmonized involvement with IATA, UFTAA, and DGCA. We feel that, the AURGRF Panel of Experts
( Advisory Board ) with their skills and knowledge can considerably contribute to the requirements of
Air Passengers in India, by way of providing guidance and help to protect their rights and to claim
compensations whenever they experience Flight Delays, Cancellations, Denied Boarding, Loss of
Baggage etc.
Many Passengers are unaware that the Law is on their side as they are ignorant about Air Passenger Rights, which exist in India under Air Passenger Charter Act 2019. Moreover, the claims made by the Passengers and the compensations settled in India for the 2019 to 2022 indicate that, 80% of Air Passengers who claimed for compensations did not able present their Complaints / Claims convincingly or adequately before appropriate Forums / Authorities. Hence, the Airlines tactfully rejected such Complaints /Claims, citing technical reasons or other grounds which the ordinary Air Passengers are not acquainted with.
AURGRF’s Panel of Experts ( Advisory Board ) from the Airline Industry and Legal Profession have immense exposure on International & National level, in relevant fields to provide adequate advocacy and support to the Air Passengers in India, based on the legal frame work under International Conventions and Air Passenger Charter Act 2019.
AURGRF’s Panel of Experts will assess and evaluate the grievances received from Air Passengers and
provide appropriate guidance to Air Passengers about, how to submit their Complaints/ Claims to
the appropriate authorities for compensations with adequate details as per the rules and
regulations. As a matter of fact, it is essential to draft the Air Passenger Complaints / Claims in
accordance with the IATA Resolutions within the framework of prevailing Laws in India, in order to
enable the complainant to get appropriate justice and compensation under the provisions of the
Consumer Protection Act or Air Passenger Charter Act 2019.
Passenger grievances have several ‘ basics’ that need to be established before the respective /
appropriate Authorities/Airlines to claim proper remedial measures and compensations. We at
AURGRF shall help Air Passengers in India to establish their Passenger Rights as Consumers,
whenever they have any case of Flight delays, Flight cancellations, Denied Boardings due to over-
booking, Flight diversions, Cancellation charges, Lost/ Delayed or Damaged baggages and Cargo
Services, or any deficiency in service by Airlines that affect passengers’ convenience, safety, etc.
AURGRF Panel of Experts team ( Advisory Board ) provide assistance for legal support to Air
Passengers in the event of any issues related to insufficient informations, discrepancies,
irregularities, or on safety due to deficiencies, misinformation, or procedural failures involved in the
usage of Air Transportation defined under Aircraft Act 1934, Aircraft Rules 1937, Chicago Convention
and its all-subsequent Conventions and Protocols.
AURGRF’s Consultancy Services for it’s Members are entirely free, and Air Passengers may contact
our Panel of Experts for Consultation about their grievances, with necessary supporting documents
by Email: info@airlineusersforum.com
AIRLINE USERS RIGHTS AND GRIEVANCE REDRESSAL FORUM
70/1474, Enchakalody Tower, LFC Road,
Kaloor, Ernakulam-682017.
Kerala State, India
Website: www.airlineusersforum.com
E-mail: info@airlineusersforum.com
AURGRF: “ Advocating for Airline Users Rights with a Panel of Industry Experts and Legal Professionals
Empowering Airline Users: AURGRF empowers Air Passengers in India with the help of our Panel of Experts ( Advisory Board) having International Expertise in Advocacy and Support
Establishing Passenger Rights” : AURGRF guides Passengers through Grievance Assessment and Compensation Claims
Claim Your Rights: AURGRF assists Air Passengers (International & Domestic ) in Seeking Compensation and Justice, for the Air Passenger grievances
Comprehensive Support for Air Passengers: AURGRF's Expertise in Addressing Flight-related Grievances.