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Citizens Charter of Indian AirlinsIn our endeavor to constantly redefine services and procedures to enhance passenger care, this Citizens’ Charter is being presented to you, which will give you information on all the interface points between you, - our valued customers, and us at Indian Airlines. Relevant information regarding reservations, check-in procedures, special product up-grades, baggage allowance, security regulations, in - flight service and our frequent flier programme is briefly outlined in this Citizens’ Charter which you will find useful while traveling on Indian Airlines. Reservation You can also make reservations over telephones on time limit basis and purchase the tickets before the expiry of the indicated time limit. While making your reservation you need to indicate all your contact numbers including your residence, business and mobile numbers where you can be contacted at all points of your itinerary. This will help us inform you wherever you are in case of any schedule change or delay to your flight. Please indicate your meal preference at the time of making reservations. Special assistance is offered to passengers who require special handling over and above the normal attention like disabled, those on wheel chair, stretcher or unaccompanied minors. Such requests for special attention may be made to the airlines office while making reservations. Fares Besides, there are some special fares and discounts for senior citizens, students, the armed forces personnel, war disabled persons and many others. Details of all concessions and the special fares are available at all Indian Airlines booking offices and travel agents. Cancellation Charges Rebooking and Refund charges may be applicable on a few specified routes during peak season to avoid fictitious booking and help availability of seats to bona fide passengers. Although there are no cancellation charges, ‘No-Show’ charges are applicable if a confirmed reservation is not cancelled at least one hour prior to departure. No refund except IATT / PSF is permissible on a “No-Show” ticket. Passengers can effect cancellation on phone or fax to our main booking offices and present the ticket physically for cancellation within 24 hours. Refund Administration Fee is levied while affecting the refund for unutilized tickets. The details can be obtained from the Indian Airlines offices and travel agents. Passengers are requested to keep their tickets in safe custody, as no refund is permissible against lost tickets. However, for international travel where passport control is possible, duplicate tickets can be issued after completion of certain formalities. Validity of Tickets Our domestic tickets, issued on normal fare, are valid for one year from the date of issue. International tickets are valid for one year from the date of travel on the first leg of journey. Validity of tickets issued on concessional basis and special fares may be different as governed by the rules applicable to that particular concession. Reconfirmation Procedure Passengers are advised to reconfirm their return or onward reservation if they break their journey for more than 72 hours at any of the stations on their itinerary. Failure to reconfirm at least 72 hours prior to departure may result in cancellation of already confirmed space. Check-in Procedures Check-in counters for domestic flights close 30 minutes prior to departure for Economy class and 20 minutes prior to departure for Executive class. For international flights, check-in counters close 45 minutes before departure. At all major metros, Indian Airlines offer computerized check-in facilities for domestic flights . Besides, the following facilities are available: TELE CHECK-IN - Executive Class passengers and the members of our ‘Flying Returns’ are offered the facility of telecheck-in at six major metros provided they travel without checked baggage. This facility is available for flights operating on the same and the next date. CITY CHECK-IN - Passengers can also check-in at our main booking office at Delhi, Mumbai, Chennai and Calcutta. This facility is available till two hours before departure to passengers traveling without checked baggage. RETURN CHECK-IN - Passengers traveling between six major metros and returning the same day or on the next day can obtain the boarding pass for their return journey at the time of check-in at the station of origin if they are traveling without checked baggage. THROUGH CHECK-IN - At major metros passengers can also check-in and obtain boarding pass for their connecting flight if that connecting flight operates on the same day or the next day provided the onward reservation is confirmed and the connecting time between the terminating flight and the connecting flight is not less than 45 minutes. Passenger Services At all airports Duty Managers are stationed at a designated location to sort out any problem faced by passengers. Baggage Allowance On all international flights, the baggage allowance, as per the standard industry practice, is 30 kg for Business Class and 20 kg for Economy Class. Infants do not qualify for any baggage allowance. For passengers originating, terminating or having an agreed stop over in USA or Canada are allowed free baggage under the piece concept. Under this concept two pieces of baggage are allowed, provided the largest linear dimension of the pieces together does not exceed 106 inches and that of the individual piece - 62 inches. The weight of a single piece luggage should not be more than 32 kg.
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