bbb. “UTGST” means union territory goods and services tax leviable on the supply of goods and services, in the course of trade or commerce within any of the union territories of India, under the Union Territory Goods and Services Tax Act, 2017.
ccc. “we”/“our”/“ourselves”/“us”/“Carrier”/“Akasa Air” means SNV Aviation Private Limited.
ddd. “Website” means the website of Akasa Air, including www.akasaair.com, on which Customers can make Bookings and access other information about Akasa Air and includes Akasa Air’s mobile application.
2.1 The title or heading of each paragraph of the Conditions of Carriage is for convenience only and may be ignored for the purposes of interpretation.
2.2 The references to Civil Aviation Requirements (CARs) issued by the DGCA in these Conditions of Carriage shall mean the most recent version of such CARs with all the relevant amendments or restatements, as the case may be. To the extent of any amendment or restatement of a CAR related to any matter set forth herein, such amendment or restatement shall be deemed to be incorporated into these Conditions of Carriage.
These Conditions of Carriage shall apply only if the origin and destination of a Flight Segment is within India. If any of the origin or destination of a Flight Segment is outside India, conditions of carriage for international travel shall apply.
4. Tariffs Prevail Over the Conditions of Carriage
4.1 If there is any conflict between these Conditions of Carriage and Akasa Air’s Tariffs, Akasa Air’s Tariffs shall prevail over these Conditions of Carriage.
4.2 If any provision of these Conditions of Carriage is or becomes invalid or is held to be unenforceable under applicable law, the remaining provisions of these Conditions of Carriage shall remain valid and continue to be enforceable.
5. Bookings - General Provisions, Changes and Cancellations
5.1 General Provisions
a. The ‘Booking’ constitutes prima facie evidence of the contract of carriage (except in the case of On-Hold Booking) between Akasa Air and the Customer named in the Booking as per Akasa Air’s database. Akasa Air will permit carriage only to the Customer(s) named in the Booking, subject to (i) valid proof of identification being produced at the time of travel by the relevant Customer as mandated by Regulatory Authorities; and (ii) any other requirements imposed by law, regulations, or Akasa Air’s policies.
b. To ensure that a Customer is travelling on a valid ticket issued in his/her name, and to facilitate efficient movement of Customers, any of the following documents shall be carried in original, by a bona fide Customer as proof of identity:
(ii) Voter photo identity card issued by the Election Commission of India;
(iii) Aadhaar or m-Aadhaar issued by the Unique Identification Authority of India;
(iv) PAN card issued by the Income Tax Department;
(v) Driving licence issued by the Regional Transport Offices;
(vi) Service photo identity card issued by State or Central Government, public sector undertakings, local bodies, or public limited companies;
(vii) Student photo identity cards issued by Government Institutions/Government recognized educational institutions;
(viii) Nationalized bank passbook with attested photograph;
(ix) Pension card or any other pension-related documents having a photograph of the Customer; or
(x) Photo identity cards or medical certificates issued to differently-abled Customers by the Governments of respective States or Union Territories.
c. An Unaccompanied Minor shall be required to produce any valid proof of identity listed above.
d. If a Customer is not in a position to produce any of the documents listed above as proof of his/her identity, an identity certificate issued by a Group A Gazetted Officer of the Central or State Government on official letterhead, with the Customer's duly attested photograph, will be valid for this purpose.
e. An Itinerary is sent to the email address of a Customer after completion of a Booking. A Booking in Akasa Air’s official database is the primary record of carriage, and in the event of any discrepancy or conflict between an Itinerary and a Booking in Akasa Air’s official database, the Booking retrieved from Akasa Air’s official database will prevail.
f. Some Bookings may be made at discounted Tariffs, which may be partially or completely non-refundable.
g. Bookings and corresponding payments may be made at any Point of Sale. All Customers making Bookings at Points of Sale are deemed to have agreed to be bound by the Conditions of Carriage. If a Customer makes a Booking through a Travel Agent, the Customer shall have the right to require that the Conditions of Carriage are made available to the Customer by the Travel Agent. Additionally, the Customer shall have the right to request that a link to the Conditions of Carriage is included in the Itinerary. Any losses, claims or damages incurred by or made due to such discrepancy shall be borne entirely by the Travel Agent.
h. A Booking is valid from the date the Booking was made until the last date of travel set forth in the Booking. The Bookings or parts thereof, where relevant Customers fail to travel or check-in as per the terms of the Booking, are non-refundable and will expire in accordance with these Conditions of Carriage.
i. Akasa Air accepts multiple form of payments, such as, credit cards, debit cards, UPI and net-banking, as may be determined by Akasa Air from time to time. The usage of these forms of payments is governed by the terms and conditions framed by the respective payment platforms. Akasa Air does not accept cheques as a mode of payment for Bookings.
j. A Customer shall ensure that the full payment of the Tariff against a particular PNR is successfully received by Akasa Air at the time of making a Booking, at any Points of Sale. If Akasa Air’s Booking system does not acknowledge the receipt of payment on account of any technical error or on non-receipt of payment from the bank or any default of payment for any reason whatsoever, Akasa Air shall not be held responsible for the carriage of the said Customer(s) under the said PNR, or for any liability thereof. If any payment is received by Akasa Air’s Booking system for any Booking, and such payment is found to be or suspected to have been made fraudulently or unlawfully, Akasa Air shall have the absolute right and discretion to reverse such payment and/or cancel such Booking. Customers acknowledge and accept that in such a situation Akasa Air shall not be held responsible for the carriage of the said Customer(s) under the said Booking, or for any liability thereof.
k. Where cash is the mode of payment for Bookings made at Akasa Air’s airport counters, such payments are subject to an overall limit of Rupees INR 1,99,999 (One Lakh Ninety Nine Thousand Nine Hundred and Ninety Nine) against any 1 (one) PNR. Any payments in excess of such overall limit will not be accepted at the airport counters, under any circumstances.
5.1 Customer’s GSTIN
A Customer holding a GSTIN may itself or through its representative or Travel Agent provide details of the GSTIN held by them to Akasa Air, at the commencement of the process of Booking and before the generation of the PNR. A Customer shall be solely responsible for the validity and correctness of the GSTIN in the Booking. Akasa Air will not assume any responsibility for verifying the validity and correctness of the Customer GSTIN. If a Customer has not mentioned the GSTIN in the Booking or has mentioned an invalid or incorrect GSTIN, Akasa Air will not be held responsible and will not accommodate any request for inclusion or change in the Customer GSTIN in the Booking. The applicable GST will be charged to a Customer based on the Customer’s GSTIN and the Airline GSTIN relevant for the Booking. Only 1 (one) Customer GSTIN can be mentioned against 1 (one) PNR.
5.2 Issuance of Invoices to Customers
a. Invoices for Bookings
(i) If a Booking has been made by a Customer who is a GSTIN holder, an Invoice shall be sent in the name and to the email address of the GSTIN holder, within 30 (thirty) days of the Booking. Additionally, a Customer may download the Invoice using their PNR on the Website after 30 (thirty) days of making the Booking. Invoices shall be denominated in INR, even in cases where the payment is made in a currency other than INR. However, if a Customer does not declare their GSTIN, an Invoice shall be issued and sent to the email address provided against the name of the first Customer, as provided at the time of the Booking within 30 (thirty) days of the Booking.
(ii) If there is any change in a Booking by a Customer as per the provisions of Condition 5.5, the Customer will receive an Invoice for the total Tariff paid by the Customer for the revised Booking.
(iii) A Customer shall not receive any Invoice if a Booking is cancelled by the Customer within a period of 24 (twenty four) hours of making the Booking.
(iv) If requested for by a Customer, delivery notes for on-board sale of food, beverages and merchandise (pre-booked and cash sale on-board) shall be issued to such Customer at the time of such sale.
b. For Onboard Sale of Food, Beverages and Merchandise to Customers
(i) A Customer may request a GST Invoice, by sending an e-mail with details of the PNR, their email ID, mobile number and also a copy of the delivery note issued to them at the time of supply to Akasa Air’s customer care team at email@example.com requesting a GST Invoice for such sale. Akasa Air shall provide a GST Invoice to the Customer by e-mail within 14 (fourteen) days of receipt of such request by Akasa Air.
(ii) GST may also be applicable on any special services requested by Customers, at applicable rates, in accordance with applicable law.
(iii) Customers who use cards issued outside India, as a mode of payment for Bookings, may receive a verification call from Akasa Air in relation to such payment. If a payment transaction is not verified, the amount may be refunded, and an email notification will be sent to the Customer to make the payment towards such Booking by way of any of the prescribed alternative modes of payment, within the timelines prescribed by Akasa Air, failing which the payment transaction may be cancelled.
(iv) It is mandatory for Customers whose Bookings have been paid for using cards to carry the original card or a copy of the card used for making the Booking signed by the holder of such card, at the time of check-in.
(v) Akasa Air strongly recommend that Customers check their Itineraries for accuracy and verify all necessary particulars incorporated in the Itineraries immediately after making a Booking and in any event not beyond a period of 24 (twenty four) hours from the time of Booking.
(vi) Akasa Air can provide a travel certificate or a document evidencing travel at the charges set out here, per Customer per Sector. However, if such a request is made through the Call Centre, an additional fee will apply.
5.3 Tariff Types and Related Terms and Conditions
The Checked-in Baggage allowance, Hand Baggage allowance, fees for changing or cancelling the Booking and other terms and conditions in relation to various Tariff Types can be accessed on the Website. The terms and conditions in relation to Tariff Types shall be an integral part of the Conditions of Carriage and are incorporated here by reference.
5.4 Changes and Cancellations
a. Once a Booking is made, the Tariff that has already been paid shall only be refundable, subject to Akasa Air’s policies in relation to changes or cancellation and the provisions of these Conditions of Carriage.
b. Akasa Air allows cancellations or changes to be made to Bookings, subject to the following conditions:
(i) Changes to/cancellations of Bookings must be made at least 2 (two) hours prior to the scheduled departure time.
(ii) Akasa Air shall levy a fee for a change/cancellation (and any applicable taxes) as per the terms and conditions agreed at the time of making a Booking, in accordance with the DGCA CAR - Section 3, Series M, Part II, Issue I and as per the applicable Tariff Type mentioned in Condition 5.4. The aforesaid fee will be deducted from the total amount paid at the time of Booking and the residual amount, if there is a cancellation, will be refunded to Customers.
c. In the event of a changed Booking, the refundable amount may be adjusted against the Tariff required to be paid for Customer’s changed Booking. Changes to a Booking will be made at the Tariff prevailing at the time of making the change, and a revised Invoice will be issued to Customer at the time of making such changes to the Booking in accordance with Condition 5.1. If the residual amount is lesser than the price of the changed Booking, Customers will be required to pay the difference. However, if there is a change or cancellation of Bookings on account of Force Majeure, Customers acknowledge that Akasa Air shall decide the manner in which such refunds may be processed.
d. No change or cancellation fees shall be retained by Akasa Air in case a Customer cancels or changes a Booking within 24 (twenty four) hours of making the Booking, provided that the Booking is for a flight whose departure is not less than 7 (seven) days from the date of the Booking. Customers have a look-in option to modify or cancel their Bookings within 24 (twenty four) hours of making Bookings, in accordance with applicable law. Any change to a Booking will nevertheless require Customers to pay any increase between the Tariff of the original Booking and the changed Booking.
e. Akasa Air does not permit changes in name once a Booking is made. However, a minor spelling correction in the name of a Customer may be done within 24 (twenty four) hours of the Booking having been made, without incurring any additional charges, by calling the Call Centre.
f. In the case of all Codeshare Flights, Akasa Air will not be able to accept any requests for changes in the name once a Booking is made, if the relevant Codeshare Partner does not permit such changes in the name after Booking having been made, and the Customer’s Itinerary includes a Codeshare Flight.
g. Subject to this Condition 5.5, if a Customer opts for a refund of the excess amount, after deduction of the aforementioned applicable fee, the refund will be made available in the following manner:
(i) For Bookings made on the Website, refunds will be processed to the credit cards, debit cards, UPI, bank accounts or wallets (as the case may be) used to make such Booking and will reflect within 7 (seven) working days from the date of the refund request. The refunds will be processed back in the instrument through which the Booking was made (except for cash). For Bookings made by cash at the airport, the refund will be processed in cash by the airline office where the booking was made, pursuant to submission of the requisite refund form duly filled and submitted by Customers; and
(ii) For Bookings made through Travel Agents, refunds will be processed to the account of the respective Travel Agent and Customers may claim such refund from the respective Travel Agent within 30 (thirty) working days from the date of cancellation of Booking or such other time period as prescribed under applicable law.
h. A refund made by Akasa Air in accordance with the terms of these Conditions of Carriage shall be deemed to be a proper refund to Customers and the same shall indicate that Akasa Air has carried out all reasonable acts in its power in order to fulfil all its obligations/responsibilities under applicable laws and the Conditions of Carriage. The same shall discharge Akasa Air from any further liability and any further claim towards refund from any Customer.
i. Akasa Air shall make refunds either to the person who has paid for the Booking or the relevant Travel Agent. In the event of Bookings made by cash, the refund to the person not named in a Booking shall be processed upon submission of satisfactory proof to Akasa Air that such person is entitled to receive a refund.
j. A refund made in the manner set out in this Condition shall discharge Akasa Air from liability and any further claim for a refund from any person.
k. All refunds will be made in INR, after deducting any applicable fees and charges.
l. For any change or cancellation to a Booking made by a Travel Agent through the IATA billing and settlement plan, Customers should request all changes or cancellations to be done only through their respective Travel Agent, specifically for any partial cancellation in a Booking where any of the legs of the Bookings have not been utilized (no-show/ boarded). Any changes or modifications to a partially utilized (no-show/ boarded) Booking is not permitted.
A failure to check-in for a flight at least 60 (sixty) minutes or any other time period prescribed by Akasa Air, prior to the flight’s scheduled time of departure will result in retention of the No-Show Charges by Akasa Air, and the Customer being declared a “No-Show”, and the Customer will not be entitled to a refund of the Tariff except for a refund of Airport Charges collected by Akasa Air from the Customer. The refund of Airport Charges shall be made to the Customers who specifically request such a refund from Akasa Air.
6. Tariff, Taxes and Charges
a. Tariff is payable only for carriage from the airport at the point of origin, to the airport at the point of destination, unless otherwise expressly stated. Tariff does not include ground transport service between airports or between airports and town terminals.
b. The Tariff payable by a Customer will be calculated in accordance with Akasa Air’s Tariff in effect, on the date of payment for a Booking. Tariff payable by Customer to Akasa Air per Booking per Sector includes the following components:
(i) basic fare, charged by Akasa Air,
(ii) GST and other taxes imposed by the Government,
(iii) charges imposed by Akasa Air, including fuel charge,
(iv) charges for add-on services, if any availed by the Customers,
(v) fees and charges imposed by the Government and airports, including development fee and Common User Terminal Equipment (“CUTE”) etc., and
(vi) service fees or any other fee, if any, charged by Akasa Air.
c. The aforesaid components of Tariff may undergo a change at any time, without prior notice.
d. Any change in the Booking or dates of travel, may result in a change in the applicable Tariff to be paid.
e. Special Tariffs are subject to certain additional terms and conditions including the requirement to display additional proof of identity by Customers. If a Booking is made on special Tariff, except to the extent specified in the additional terms and conditions linked to such special Tariff, the Booking shall be subject to the Conditions of Carriage.
f. All classes of Tariffs are determined and quoted in Indian Rupees (INR) and may be subject to change without any notice. Once purchased the Tariff will not change after completion of a Booking, however, if a Customer requests for a change in their Booking, a revised Tariff may be applicable to the changed Booking.
g. Fuel charges may vary depending on the Sector, the date of Booking, and the actual date of travel.
h. CUTE/CUSS/BRS charges (inclusive of GST) are levied on Customers, for every Sector, at select airports, for the usage of CUTE/CUSS/BRS services.
6.2 Taxes, Fees and Charges
a. The amount of applicable taxes including GST, fees or charges payable by a Customer, are calculated as on the date of the Booking. If there is a change in an existing tax, fee or charge, or a new tax, fee or charge is imposed, after the date of Booking, a Customer will not be obliged to pay any additional amount (if there is an increase) or be entitled to get any refund (if there is any decrease), unless the Customer decides to change the date of travel which requires a change in his Booking or re-booking. In certain special circumstances, Customer may be required to pay additional tax, fee or charge (including Airport Charges) after completion of a Booking, if such amount is required to be paid to a Regulatory Authority in relation to the Booking, pursuant to any change in applicable law.
b. A convenience fee, as stated on the Website, per Customer per Flight Segment, for all Bookings made, is collected by Akasa Air. The convenience fees paid by Customers to Akasa Air is not refundable.
c. For Customers who request a physical copy of their Itinerary at Akasa Air’s airport reservation counters, an additional fee of will apply.
d. Akasa Air may also offer certain other services to Customers, from time to time, for which certain additional Fees may be charged by Akasa Air.
While Akasa Air determines, fixes and publishes Tariff only in INR, for the convenience of Customers, fares, applicable taxes, Fees, and charges may also be payable in the currency chosen by a Customer or a Travel Agent while making a Booking, if payment in such currency is permitted by Akasa Air. A Customer or a Travel Agent can choose only from the options of currencies provided by Akasa Air. Please note that the amount of Tariff, Fees, any other charges and applicable taxes in some currencies (other than INR) are fixed by Akasa Air, and may not be equivalent to the amount obtained after converting such amounts in INR at the exchange rate applicable at the time of Booking
7. Bookings - Requirements, Personal Data and Seating Arrangements
a. Certain Tariffs have conditions that limit or exclude a Customer’s right to change or cancel Bookings.
b. A Customer is responsible for ensuring that at the time of Booking, the Customer’s correct contact details (for example, valid mobile number and email address) are provided to Akasa Air either by the Customer or the Customer’s Travel Agent for each city in the Customer’s Itinerary including the applicable country and area codes. This will assist Akasa Air in:
(i) informing Customers of any changes in relation to the flight on which they are booked;
(ii) issuing Invoices to Customers, and
(iii) providing any other relevant information to Customers.
7.2 Personal Data
Customers recognise that personal data has been given to Akasa Air in relation to Bookings and for ancillary services or products that may be offered by Akasa Air or its service partners from time to time. Customers consent that such personal data may be used by Akasa Air or its service partners to prevent credit card, debit card or identity fraud, and also to improve the experience of Customers with Akasa Air. For these purposes, Customers authorise Akasa Air to retain and use such data, and to transfer the data to Akasa Air’s group companies, Travel Agents, government agencies, Regulatory Authorities, other carriers, service providers and other authorised third parties. Customers also recognise that Akasa Air or its service partners may contact them via email or phone to inform them of the status of their Booking including any changes to the Booking, other services or other promotional schemes.
7.3 Seating Arrangements
a. Akasa Air offers assigned seating at airport check-in counters. For preferential seating, Akasa Air offers advanced seat assignment for a fee, at the time of making a Booking or after making a Booking. The Emergency Exit Seats shall be available to Customers, who are:
(ii) above the age of 15 years on the date of travel;
(iii) not expectant mothers;
(iv) not invalid (as set out in DGCA CAR - Section 8, Series O, Part VIII, Issue I);
(v) not suffering from a temporary illness which affects their mobility in any way whatsoever;
(vi) capable of:
A. locating the emergency exit;
B. recognizing the emergency exit opening mechanism;
C. comprehending the instructions for operating the emergency exit;
D. operating the emergency exit;
E. following oral directions and hand signals given by a crew member;
F. stowing or securing the emergency exit door so that it does not impede use of the exit;
G. passing expeditiously through the emergency exit; and
H. assessing, selecting, and following a safe path away from/to the emergency exit; and
(vii) not travelling with an infant.
b. Akasa Air shall have the discretion to assign Emergency Exit Seats and other seats to Customers, with due consideration to the prescribed security norms and the safety and comfort of all the Customers on-board a flight.
c. If a Customer, who has booked an Emergency Exit Seat in advance does not meet the safety criteria for being seated on such Emergency Exit Seat, they may be asked to change their seat.
8. Conditions Precedent
a. In addition to other applicable requirements of the respective airports, a Customer shall not be allowed to board an Akasa Air flight unless the Customer presents a valid Itinerary or boarding pass (either a print or electronic version of the Itinerary or boarding pass on his/her mobile/tablet/computer), duly issued in accordance with the Conditions of Carriage.
b. All Customers, including Infants and Children, must present a valid identification document as set out in Condition 5.1, in original, at the time of check-in.
c. Customers who fail to produce any of the aforementioned documents during the check-in process will be denied boarding by Akasa Air, and Akasa Air shall not be held liable for such denial or any other consequence resulting therefrom.
d. Akasa Air recommends that Customers report for check-in at Akasa Air counters, at least 2 (two) hours prior to the departure of the scheduled flight.
e. For Bookings involving 2 (two) or more Sectors under different PNRs, it is the Customer’s responsibility to ensure that there is sufficient time-interval between the two flights, as their carriage may involve certain factors including a change in aircraft, flight delays or cancellations, issues in relation to Checked-in Baggage, operational issues or change in carriers at a Stopover. If a Customer misses his/her connecting flight due to such circumstances or factors in a preceding Flight Segment, Akasa Air shall not be liable for such missed connection, in any manner whatsoever.
8.2 Web Check-in
a. For the convenience of the Customers, Akasa Air recommends they should check in for their flights on the Website, before arriving at the airport for any scheduled departures.
b. Customers can check-in on the Website anytime up to 1 (one) hour prior to the scheduled departure of their flights. It shall be the duty of Customers to ensure that the Baggage Identification Tag for the Customer’s Checked-in Baggage is issued at least 60 (sixty) minutes prior to the scheduled time of departure of the Customer’s flight. Failure to check-in for a flight and/or failure to drop off Checked-in Baggage at Akasa Air’s Check-in counters at least 60 (sixty) minutes prior to the scheduled time of departure will result in retention of the No-Show Charges by Akasa Air, and Customers being declared a “No-Show”.
c. The Customer is required to produce (in original) any of the documents evidencing the identity of a Customer as stated in Condition 5.1, at the check-in counters or at the boarding gate (as required by Akasa Air), for verification.
d. Akasa Air reserves the right to deny boarding to a Customer if they do not comply with the check-in requirements and prescribed timelines as set forth herein.
a. For Customers who check in through the kiosks available at the airports, the identification check will be carried out at the boarding gate/airport counter by staff members of Akasa Air. During the identification check, Customers will be required to produce any of the documents as set out in Condition 5.1 above. Customers who fail to produce any of the aforementioned documents will be denied boarding by Akasa Air, and Akasa Air shall not be held liable for such denial or any other consequence resulting therefrom.
b. To avoid any delays, the boarding gates will be closed 25 (twenty-five) minutes prior to the time of departure. Customers must be present at the boarding gate no later than the time specified at the time they check in or any subsequent announcements made at the airport. Mere check-in or issuance of a boarding pass does not guarantee boarding unless a Customer adheres to all the requirements including the timelines mentioned in relation to boarding in the Conditions of Carriage. A Customer understands and acknowledges that such announcements may only be made in the event of a change of the boarding gate or change in the schedule of boarding and may be made orally through the airport sound systems or through display/notifications on the digital screens placed at airports by the airport authorities. Akasa Air is under no obligation to make boarding announcements at airports designated as ‘silent airports’ and it is the duty of Customers to check the flight information display system (operated by the airport operator) for current boarding status and boarding gates. A Customer understands and acknowledges that Akasa Air or its staff is not obligated to reach out to the Customer if the Customer fails to be present at the boarding gate, in the manner required in these Conditions of Carriage. Akasa Air is not liable to any Customer who fails to report at the boarding gate for any reason whatsoever. Any Customer failing to report at the boarding gate within the aforesaid timelines shall be treated as a “Gate No-Show”.
8.4 Failure to Comply
Akasa Air will not be liable to Customers for any damage, liability, loss, delay or expense incurred due to their failure to comply with the provisions of this Condition 8.
9. Refusal and Limitation of Carriage and Special/Disability Assistance
9.1 Customer’s Responsibility
A Customer travelling alone should be able to perform the following activities independently:
a. Fastening and unfastening the seat belt;
b. Putting on an oxygen mask;
c. Taking off and putting on a lifejacket;
d. Leaving the seat and getting to an Emergency Exit Seat;
e. For certain Customers Akasa Air express its special concern and insist that they travel with a safety assistant. Typically, Persons with Disabilities and Persons with Reduced Mobility are likely to need a safety assistants.
9.2 Right to Refuse Carriage
Akasa Air may refuse carriage of a Customer or the Customer’s Baggage, under the following circumstances, in its sole discretion if:
a. such action is necessary to comply with any applicable laws, regulations or orders;
b. the Customer’s conduct, mental or physical condition or the condition or state of the Customer’s Baggage is such:
(i) as to cause reasonable apprehension of harm to or endangerment of the safety and security of other Customers or Akasa Air’s crew, or the aircraft or safety in general, or
(ii) that the Customer or the Customer’s Baggage may pose a hazard or risk to himself, other persons or any property, Akasa Air’s crew or the aircraft or safety in general.
c. the Customer has committed misconduct on a previous flight and there being a reasonable likelihood that such conduct may be repeated;
d. the Customer has not observed, or is likely to not follow Akasa Air’s or its crew’s instructions;
e. the Customer fails to observe Akasa Air’s instructions with respect to safety or security;
f. the applicable Tariff, Fees, any other charges or applicable taxes payable by the Customer, have not been paid;
g. payment information or credit/debit card details provided by the Customer are not correct/verified, a Booking has been made, or is suspected to have been made, fraudulently or unlawfully, or has been made by a person not authorised by Akasa Air to make a Booking;
h. the Customer does not have proper and adequate travel documentation;
i. the Customer fails to complete the check-in requirements/formalities or boarding requirements or arrive at the boarding gate within the stipulated timeline;
j. the Booking has been altered by a party other than Akasa Air or its Travel Agents;
k. the person checking-in or boarding, cannot prove that they are the Customer named in the Booking;
l. the Customer’s Checked-in Baggage has a power bank or any other item prohibited to be carried as a part of Checked-in Baggage;
m. the Customer is under the influence of alcohol, drugs or is intoxicated or declared as unruly as per Condition 9.4;
n. the Customer is suffering from any ailment, or disease which is likely to risk the health, safety and security of the said Customer or other Customers or Akasa Air’s crew;
o. the Customer (if they fall under the special/disabled category) fails to comply with the mandatory requirements of Condition 9.5; or
p. the Customer fails to comply with any of the mandatory requirements as incorporated in Conditions 11, 12, 15, 16.
9.3 Denied Boarding
a. There may be instances when certain Akasa Air flights may be overbooked due to commercial, operational or technical reasons such as seating capacity optimization, or change in the aircraft from a higher capacity aircraft to a lower capacity aircraft, resulting in a denial of boarding to certain Customers with confirmed Bookings by Akasa Air, in accordance with Para 3.2 of DGCA CAR - Section 3, Series M, Part IV, Issue I.
b. Upon the occurrence of events set forth in Condition 9.3(a) above, Akasa Air will endeavour to seek volunteers from Customers with Bookings willing to surrender such Bookings to allow boarding to other Customers with Bookings. Akasa Air will accommodate such volunteering Customers on an alternate available flight, and in addition, may offer certain benefits or facilities at Akasa Air’s discretion to such volunteers from Customers. If Akasa Air does not find a sufficient number of volunteers to surrender their Bookings on an overbooked flight, Akasa Air has the absolute right and discretion to deny boarding to some Customers based on their check-in sequence at the airport counter (or such other parameters as Akasa Air may decide from time to time), except the following categories of Customers:
(i) an Unaccompanied Minor;
(ii) a safety assistant;
(iii) an expectant mother;
(iv) Persons with Disabilities or Persons with Reduced Mobility;
(v) Customers using or requiring wheelchairs, crutches, braces, other prosthetic devices or requiring any special assistance;
(vi) Customers with limited mobility due to injured or fractured limbs or any other disability;
(vii) Customers having a psychiatric disability or mental disorder;
(viii) Customers with certain adverse medical conditions, as determined by Akasa Air; and
(ix) such other Customers accompanying any of the aforementioned persons, who, in Akasa Air’s discretion, should not be denied boarding considering specific circumstances.
c. Compensation to Customers for Denied Boarding
(i) Subject to Conditions 9.3(c)(ii) and 9.3(c)(iii) below, Akasa Air will pay compensation to the Customers who are denied boarding by Akasa Air in accordance with Para 3.2 of DGCA CAR - Section 3, Series M, Part IV, Issue I and Akasa Air’s liability will be in limited in accordance with the provisions thereof.
(ii) Akasa Air shall not be liable to pay any compensation, as specified under Condition 9.3(c)(i) above, to Customers, who are denied boarding by Akasa Air, if a seat in an alternate flight is arranged by Akasa Air (subject to availability) that is scheduled to depart within 1 (one) hour of the original scheduled departure time of the flight under the original Booking.
(iii) A Customer booked on connecting flights of Akasa Air or any other airline under a common PNR of the original Booking, shall be compensated in accordance with Condition 9.3(c)(i) above, and in accordance with DGCA CAR - Section 3, Series M, Part IV, Issue I by Akasa Air only for the first leg of such connection, when they have been delayed at the departure station on account of denied boarding by Akasa Air for such first leg, and as a result of such denied boarding has arrived at the final destination at least 3 (three) hours later than the scheduled arrival time.
(iv) For the avoidance of doubt, Akasa Air shall not have any obligation to compensate a Customer travelling on a connecting flight, if the Customer has been delayed due to boarding being denied in the first leg of the connecting flight operated by Akasa Air, if such Customer arrives at the final destination within 3 (three) hours of the scheduled arrival time.
(v) If a Customer is denied boarding in any subsequent leg of a connecting flight, the airline operating such subsequent leg of the connecting flight shall be responsible for compensating the Customer in accordance with Para 3.2 of DGCA CAR - Section 3, Series M, Part IV, Issue I.
d. The following cases will not be considered as denied boarding despite overbooked flights and will not be eligible for compensation under Condition 9.3(c) above:
(i) No-Show at check-in and boarding gate by a Customer (which is governed by provisions relating to “Checking-in and Boarding” under the Conditions of Carriage);
(ii) cancellation of a flight (compensation for which is governed by provisions relating to “Changes and Cancellations of Booking” under the Conditions of Carriage); and
(iii) denial of boarding to any Customer (at Akasa Air’s absolute discretion) under the influence of alcohol or drugs, for the health and safety of others, a Customer who is unruly, on account of a security breach or in the absence of adequate travel documents of Customers and for the reasons set out in Condition 9.2.
9.4 Guidelines on Unruly Behaviour by a Customer
a. A Customer who fails to respect the rules of conduct at an airport or onboard an aircraft, or to follow the instruction of the airport staff or crew members, and thereby disturbs good order or discipline at an airport or onboard an aircraft will be considered an unruly Customer.
b. As per Rule 21 A of the Aircraft Rules, 1937, no person shall act in any manner, either directly or indirectly, so as to:
(i) endanger safety and security of an aircraft or aircraft operation;
(ii) cause interference with the normal functioning of any facility established for the safe and secure operation of aircraft; or
(iii) obstruct or distract the functioning of any person entrusted with any responsibility towards ensuring safe and secure operation of aircraft.
c. No Customer shall onboard an Akasa Air aircraft:
(i) assault, intimidate or threaten, whether physically or verbally, a pilot, a crew member or any of Akasa Air’s members of staff on-duty, which may interfere with the performance of the duties of the pilot, the crew member or any of Akasa Air’s members of staff on-duty or lessen the ability of the pilot, the crew member or Akasa Air’s members of staff on-duty to perform their duties;
(ii) refuse to follow an instruction given by the Pilot-in-Command, or on behalf of the Pilot-in-Command by a crew member or Akasa Air’s members of staff on duty for the purpose of ensuring the safety of the aircraft or of any person or property on board or for the purpose of maintaining good order and discipline on-board; or
(iii) assault, intimidate or threaten any other person, whether physically or verbally, or intentionally cause damage to or destroy any Akasa Air property or consume alcoholic beverages or drugs which may or may not endanger the safety of the aircraft or of any person or jeopardise the good order and discipline in the aircraft.
d. If a Customer harasses, assaults, intimidates or threatens any Akasa Air employee including crew members, Akasa Air shall have the right to offload such a Customer from the Akasa Air flight, and file a complaint against such a Customer with the relevant authorities.
e. No person shall smoke in any part of an aircraft or in its vicinity.
f. No Customer shall tamper with an aircraft or its equipment, including USB ports, tray tables, life vests and seat belts, or conduct himself/herself in a disorderly manner in and around an aircraft or commit any act likely to imperil the safety of an aircraft or its Customers or crew.
g. The use of mobile phones in flight mode is allowed during all phases of the flight. The use of other personal electronic devices (PEDs) like laptops and electronic entertainment devices are allowed only while the aircraft is cruising, as advised by the crew members.
h. In case the behaviour of a Customer (inside the premises of an airport or on an aircraft) is likely to endanger the safety of other Customers, crew members or Akasa Air’s staff on-duty or is in violation of any applicable law, crew members or Akasa Air’s staff on-duty may take such measures as they deem reasonably necessary to prevent continuation of such conduct, including restraint. Such Customer may be disembarked and refused onward carriage at any point. Akasa Air may file a criminal complaint against such Customer, at the airport where (a) such incident takes place or (b) where a Pilot-in-Command may choose to land (if such incident takes place on board a flight).
9.5 Persons with Disabilities or Persons with Reduced Mobility
a. All Persons with Disabilities or Persons with Reduced Mobility shall notify Akasa Air of their requirements, if any, at least 48 (forty eight) hours before the scheduled time of departure of the flights booked by them so that Akasa Air can make necessary arrangements to cater to any of the following requirements:
(i) assistance required while embarking and disembarking. Akasa Air is required to be notified of the nature and level of assistance required by a Customer;
(ii) mobility equipment and assistive devices that need to be carried by Akasa Air, either as a Hand Baggage and/or as a Checked-in Baggage; or
(iii) requirement of an escort or a safety assistant.
b. Akasa Air may provide the assistance as set out above to the Customers, at its discretion. Akasa Air may also seek the opinion of medical practitioners and other experts appointed by Akasa Air before providing any such assistance to the Customers.
c. Akasa Air shall not ask for any medical certificate or special forms from Persons with Disabilities or Persons with Reduced Mobility, who wish to travel without an escort and only require special assistance at an airport for embarking/disembarking and a reasonable accommodation in flight
d. Special/disability assistance may be provided to the following types of Customers:
(i) Customers travelling with Infants;
(ii) Unaccompanied Minors;
(iii) Expectant mothers;
(iv) Safety assistants;
(v) Persons with Disabilities or Persons with Reduced Mobility;
(vi) Customers travelling with a service dog;
(vii) Customers who require mobility assistance;
(viii) Customers using wheelchairs, crutches, braces or other prosthetic devices;
(ix) Customers with psychiatric or emotional disorders;
(x) Customers having autism or intellectual disability;
(xi) Customers fitted with internal devices;
(xii) Customers carrying portable oxygen concentrators (“POC”); and
(xiii) Customers with certain adverse medical conditions, as determined by Akasa Air.
Due to restrictions on the maximum number of Persons with Disabilities or Persons with Reduced Mobility that can be carried on a flight, Akasa Air may, despite its best efforts to accommodate all such persons, deny bookings, if the maximum number of such persons on a particular flight has been reached.
f. Seating Accommodation and Aircraft Accessibility for Persons with Disabilities/Persons with Reduced Mobility
(i) Akasa Air will allocate such Customers a seat that is convenient and designated as accessible for Persons with Disabilities at no additional charge. These seats will remain blocked until as close to the scheduled time of departure as practicable. The seats have movable armrests for easy accessibility to the seats. However, in order to meet the safety requirements set out in DGCA CAR - Section 3, Series M, Part I, Issue III, Persons with Reduced Mobility that make it unsafe to facilitate aircraft evacuations will not be given a seat in a location where they could obstruct emergency exits, impede crew members in carrying on their duties or obstruct access to emergency equipment or hinder aircraft evacuation if there is an emergency. Akasa Air reserves the right to change the seats of Customers, who do not meet the parameters set out in Condition 7.3.
(ii) Lavatories: A lavatory with a single panel door and additional grab bar is available on all aircraft. The cabin crew can provide assistance moving to and from the lavatory door but will not be able to assist the Customer inside the lavatory.
g. Customers Requiring Medical Clearance
(i) The following Customers are required to fill out a Medical Information Form:
A. Persons who suffer from any disease, which is believed to be actively contagious and communicable;
B. Persons who, because of certain diseases, or incapacitation may have or develop an adverse physical condition, which could have an adverse effect during flight and on safety and emergency evacuation procedures;
C. Persons who would require medical attention and/or special equipment to maintain their health during the flights, which can include special medical equipment such as POC, CPAP machines, ventilators, BiPAP, suction machines and pulse oximeter;
D. Existence of a possibility of medical condition aggravated during or because of the flight;
E. Persons who would be travelling in a stretcher or incubator;
Persons who need medical oxygen during the flight.
(ii) Customers may download the Medical Information Form by downloading it or may collect it from the airport ticketing office.
(iii) The Medical Information Form must be filled in by the treating physician.
(iv) Customers are required to send the filled in Medical Information Form to our Call Centre email ID firstname.lastname@example.org at least 48 (forty eight) hours prior to the scheduled departure of the flight.
(v) The final clearance for Customers requiring medical clearance to travel shall be given by the medical team of Akasa Air within 24 (twenty four) hours of receiving a filled in Medical Information Form.
(i) Age: Infants up to 7 (seven) days old are not permitted to travel. An Infant, when travelling, must be accompanied by an adult. In the event of a failure of a Customer to produce a valid proof of age for an Infant (which can also be by way of a digital copy of the document), the child shall be presumed not to be an Infant and full Tariff as applicable on the date of travel will be payable. In such case, a Customer with such child shall be allowed to travel subject to the availability of seats on the flight.
A. No extra seats may be booked for Infants. Infants cannot travel in their own seats and must be seated on an adult’s lap.
B. A maximum of 10 infants are permitted on any Akasa Air flight. Therefore, a Customer travelling with an Infant shall be allowed to make a Booking on a particular flight, subject to the availability of such seats.
(iii) Numbers: A maximum of 1 (one) Infant per adult Customer is allowed, subject to the safety and/or operational requirements of the aircraft and these Conditions of Carriage.
(iv) Fee: The fee as set forth on the Website is applicable per Sector for travelling with an Infant.
(v) Baggage Allowance: Customers are only allowed an additional Hand Baggage allowance of a maximum weight of 7 (seven) kgs for Infants.
i. Unaccompanied Minors
(i) Children between the age of 2 (two) and 5 (five) years, as on the date of travel must be accompanied by a Customer aged 18 (eighteen) years or more, as on the date of travel.
(ii) Children between the age of 5 (five) and 12 (twelve) years, as on the date of travel must either be accompanied by a Customer aged 18 (eighteen) years or more, as on the date of travel, or they shall be deemed to be ‘Unaccompanied Minors’ for the purposes of these Conditions of Carriage.
(iii) Akasa Air may, at its sole discretion, accept Unaccompanied Minors upon payment of applicable fees per Sector as set forth on the Website.
(iv) At Departure:
A. An Unaccompanied Minor should be at the airport at least 2 (two) hours prior to the scheduled departure. A parent or guardian is required to complete a signed form (click here to download the form) (4 copies) at Akasa Air’s airport ticketing office, at the departure airport, prior to travel, which must include the name and contact numbers of a parent or guardian (above the age of 18 (eighteen) years, as on the date of travel), who will meet the Unaccompanied Minor at the point of arrival.
B. A valid photo identification document for both an Unaccompanied Minor and the parent or guardian is required at the point of check-in.
C. A staff member will take the Unaccompanied Minor to the aircraft, where they will be handed over to the cabin crew to be looked after. The parent or guardian must remain at the airport until the flight departs.
(v) On-board: During the flight, the cabin crew will supervise the Unaccompanied Minor and ensure that they have been assisted according to airline safety procedures and has access to all in-flight facilities. In order to ensure that the Unaccompanied Minor has a comfortable flight, the parent/guardian is requested to pack all necessary items including medication, appropriate clothing, and a toy or game in the Unaccompanied Minor’s Hand Baggage. In case the Unaccompanied Minor has any allergies, Akasa Air should be informed in advance through the Call Centre and the person accompanying the Unaccompanied Minor shall hand over an allergy certificate to Akasa Air staff at the airport prior to the flight.
A. If Stopover at a transfer station is less than 6 (six) hours, and if the Unaccompanied Minor is booked throughout on Akasa Air’s flights, it shall be able to accept the Unaccompanied Minor.
B. If Stopover at transfer stations is more than 6 (six) hours, involves a night halt or transfer to any other airline except Akasa Air, it shall not accept an Unaccompanied Minor. In such cases, the Child must be accompanied by someone who is above the age of 18 (eighteen) years, as on the date of travel.
(vii) Upon Arrival: When the flight arrives, Akasa Air’s ground staff will accompany and assist the Unaccompanied Minor through the airport arrival process. The ground staff will only hand over the Unaccompanied Minor to the care of the nominated adult, after checking their original photo identification, as per the details mentioned in the relevant form. The parent or guardian should be at the arrival hall at least 30 (thirty) minutes prior to the arrival of the flight, to receive the Unaccompanied Minor.
j. Expectant Mothers
To safeguard the health and well-being of a mother and her unborn child, it is the paramount duty of expectant mothers to disclose true and correct facts about their pregnancy to Akasa Air. However, the carriage of the expectant mother is subject to the following conditions:
(i) Expectant mothers with a single uncomplicated pregnancy shall be permitted to travel on Akasa Air domestic flights till the end of 36 (thirty six) weeks of pregnancy. Expectant mothers are mandatorily required to carry the ‘fit to fly certificate’ (in original), dated not more than 7 (seven) days prior to the actual date of travel, from the treating obstetrician if their pregnancy is between the 33rd (thirty third) and the 36th (thirty sixth) week.
(ii) Expectant mothers who have completed 36 (thirty six) weeks of pregnancy shall not be accepted for travel on Akasa Air flights.
(iii) Expectant mothers of twins or triplets, with an uncomplicated pregnancy, shall be permitted to travel on Akasa Air flights up to the 32nd (thirty second) week of pregnancy with a ‘Fit to Fly’ certificate (in original), dated not more than 3 (three) days prior to the date of actual travel, from the treating obstetrician. In the event an expectant mother chooses not to carry the abovementioned medical certificate, Akasa Air reserves the right to refuse carriage to such Customer.
k. Safety Assistants
A safety assistant is any able-bodied person who assists the Customer with a disability to exit the aircraft if there is an emergency evacuation, or to establish communication with the cabin crew for the required safety briefing.
(i) Who can be a safety assistant: The safety assistant shall be physically and mentally able and willing to evacuate the disabled Customer if there is an emergency.
(ii) Seating of the Safety Assistant: The safety assistant will be seated next to the Customer, to assist if there is an emergency. In case, seats are not available in the same row, then the safety assistant should be seated in the row immediately in front of or behind the Customer(s) with disability.
i. Examples of the Requirements of a Safety Assistant
(i) Customers travelling in a stretcher: The safety assistant must be a medical/ paramedical escort. In selected cases, Akasa Air may, at its discretion, permit a Customer to travel with a non-medical safety assistant at its sole discretion in accordance with the opinion of the medical expert appointed by Akasa Air, who will provide his/her advice in consultation with the Customer’s doctor and upon perusal of the medical documents of the Customer.
(ii) Customers with mental disabilities and who are unable to comprehend or respond appropriately to safety instructions, including the regulatory safety briefing and any other safety-related instructions provided in the aircraft.
(iii) Customers with a mobility impairment so severe that the Customer is unable to physically assist in his or her own evacuation of the aircraft if there is an emergency.
(iv) Any other disability that Akasa Air, in its sole discretion decides may affect the safety of the Customer while on-board an aircraft.
m. Customers with One or More Sensory Impairments such as Visual Impairment, Hearing and Speech Impairment
A. A Customer or his/her representative shall intimate Akasa Air regarding the type of assistance required by the Customer at the airport at least 48 (forty eight) hours prior to departure.
B. A Customer is required to travel with a safety assistant if the Customer needs help to do any one of the following:
o Fastening and unfastening the seat belt;
o Taking off and putting on a lifejacket;
C. Leaving the seat and getting oneself to an emergency exit (not necessarily by walking on two limbs);
D. Putting on an oxygen mask; and
E. Establishing communication with crew regarding safety briefings and reacting to safety instructions.
F. It may also be possible for another Customer on the flight to take the role of a safety assistant for emergency purposes, but this cannot be guaranteed by Akasa Air.
(ii) At the Airport: Akasa Air recommends Customers requiring assistance from Akasa Air to check in early for their flight. If a Customer declares independence in mobility within the airport and does not require any assistance, the Customer must be present at the designated boarding gate at the boarding time advised to them by the staff. Since some airports are silent airports, there may not be any announcements regarding flights however, most airports are equipped with electronic flight display. Akasa Air staff may always be contacted for any assistance required by the Customer. The Customer is welcome to board the aircraft within the prescribed time limits for boarding. However, upon requesting Akasa Air’s staff at the boarding gate, the Customer may be able to board the aircraft first, with the assistance of Akasa Air’s staff.
A. Every Akasa Air aircraft comes equipped with safety briefing cards printed in braille for Customers who have any visual impairment. The cabin crew will read the snack menu options, identify food items, and assist with the placement of the food package on the tray and the opening of the food package, upon request. The cabin crew will not be able to provide any assistance in feeding such Customer.
B. Due to safety regulations, the Persons with Disabilities and Persons with Reduced Mobility will not be allocated an Emergency Exit Seat, as stipulated in Condition 7.3.
n. Service Dogs: Akasa Air accepts service or guide dogs on all the Akasa Air aircraft.
(i) When to Inform: Persons with sensory impairment intending to travel with their guide dog, should make their Bookings via the Call Centre, and provide us an advance notice of at least 48 (forty eight) hours prior to departure that a guide dog will be travelling with the Customer. As Akasa Air does not allow more than 1 (one) guide dog in each aircraft, a Customer shall be permitted to travel with their guide dog if no similar prior request has been raised by any other Customer travelling on the same aircraft.
(ii) Seating of the Guide Dog: A Customer with a guide dog will be seated in the first row on the window seat and the guide dog shall not occupy any seat. The guide dog will only be permitted onboard if it is properly trained, harnessed, muzzled and vaccinated.
(iii) Documentation Required: A Customer must produce complete and valid documentation including but not limited to identification cards to prove that the guide dog is a service animal and has all valid permissions including a confirmation that it is trained from an appropriate institution along with the certificate of vaccination of the guide dog.
(iv) Hygiene/Travel Requirements of a Guide Dog:
A. A Customer shall be fully responsible for their guide dog and is required to bring a moisture absorbent mat on which the guide dog must be seated. Further, the guide dog should be properly trained, restrained, muzzled, and vaccinated. A guide dog may be denied boarding or removed from the flight if Akasa Air, in its sole discretion, determines that the guide dog cannot be contained by the Customer or otherwise exhibits behaviour that poses a threat to the health or safety of others on-board.
B. A meet and assist service can be provided, if assistance is required at departure or on arrival, on prior request.
o. Mobility Assistance
(i) Akasa Air will provide a wheelchair as per a Customer’s requirement, provided that the Customer requests Akasa Air for a wheelchair, at least 48 (forty eight) hours prior to the scheduled time of departure. To ensure the service meets the Customer’s needs, Akasa Air’s Booking team or the airport staff may ask the Customer some questions to determine the level of assistance the Customer requires.
(ii) Akasa Air’s wheelchair service is provided at no additional charge to the Customer. The wheelchair service includes assistance in transporting the Customer within the airport area and to their designated seat on an aircraft (depending on the airport facilities). A designated attendant will not be assigned to a Customer’s wheelchair. Therefore, it is imperative that the Customer inform the counter during check-in, if they need to be taken to the washroom or food court before being assisted to the boarding gate.
(iii) Whilst Akasa Air makes its best effort to help Customers to reach in time for their onward flight, Customers are requested to be aware that there might be a delay in assisting them during busy periods. Akasa Air shall not be liable to Customers, who miss their onward flights if there is any such delay. It would always advise Customers to factor in such delays while making their travel plans.
(iv) There might be unpredictable circumstances such as weather or mechanical problems that may call for last-minute unavoidable changes. However, Akasa Air will make its best efforts to accommodate the needs of a Customer.
(v) Groups of 10 (ten) or more people requiring wheelchairs are required to contact the Call Centre at least 48 (forty eight) hours before the scheduled departure of their flight. On receipt of such a notice, Akasa Air shall permit such number of Customers to board the aircraft, as may be determined by Akasa Air in its sole discretion, on the basis of the availability of seats on which such Customers and their safety assistants (if required) can be seated. Customers may request this service while making their Booking, and upon arrival at the airport, they should notify one of Akasa Air’s airport service agents about their wheelchair requirement (as provided under Condition 9.5(o)).
(vi) If a Customer is travelling without a safety assistant, Akasa Air shall be happy to provide the below-mentioned assistance:
A. extend a meet and assist service to the Customer to assist in boarding, deplaning, flight connections, and check-in/ transfer/ reclaiming of checked-in bags;
B. stowing their Hand Baggage;
C. opening up the Customer’s onboard snack; and
D. on-board individual safety briefings if requested by the Customer.
(vii) However, Akasa Air regrets its inability to assist the Customer with personal care including assisting the Customer by feeding him/her, administering medication and/ or accompanying them in the toilets before, after, and during the flight.
p. Customers Using Their Own Wheelchairs/Crutches/ Braces/Other Prosthetic Devices
(i) Before Travel:
A. If Customers wish to check in their own wheelchair, Akasa Air shall provide assistance with dismantling and reassembling the wheelchair under the supervision of the Customer. However, Akasa Air shall not be liable for any damage arising while handling the wheelchair. Such checked-in wheelchair will be returned to the Customer at the destination airport.
B. A Customer with a disability may use their own manual powered wheelchair till the aircraft door or the mobile stairway attached to the aircraft (depending on the airport facilities) after which it will be stored in the aircraft’s hold area. Thereafter, the Customer will be transferred to Akasa Air’s wheelchair and provided assistance in reaching his/her designated seat on the aircraft.
C. Electronic wheelchairs will be dismantled at Akasa Air’s check-in counters and a Customer is required to seal the battery terminals to avoid damage to the battery. Thereafter, the Customer will be transferred to Akasa Air’s wheelchair and provided assistance in reaching his/her designated seat on the aircraft.
D. Wheelchairs powered by a wet-cell (spillable) battery shall not be accepted since these batteries have corrosive acids and are considered to be “dangerous goods’’. Further, wheelchairs powered by lithium-ion Batteries (Upto 300Wh Single battery or max 160Wh two batteries, including spare battery) or non-spillable batteries (Upto 12V) may only be carried as Checked-in Baggage.
E. In the event of loss or damage of the mobility aids or any other similar equipment which are placed into the Checked-in Baggage, Akasa Air’s liability for such loss or damage shall not be more than the maximum liability provided under the Conditions of Carriage.
F. Akasa Air recommends that suitable travel insurance is obtained by Customers for any equipment carried along by them in the aircraft.
G. Customers are allowed to use their own crutches, braces, and other prosthetic devices up to the aircraft, and may board with such items as Hand Baggage, provided the Customers are dependent on them.
(ii) At Destination: If a Customer’s wheelchair has been stowed in the cargo compartment of an aircraft, Akasa Air will make its best effort to return it to the Customer as close to the aircraft door as possible. If this is not possible, Akasa Air will make sure that transport assistance is available to assist the Customer to the baggage reclaim area. Depending on the airport, this will either be by an electric buggy, an airport wheelchair, or an accessible bus. Please click here to access detailed instructions in relation to the carriage of wheelchairs powered by batteries on Akasa Air’s flights.
q. Customers with Psychiatric or Emotional Disorders
Customers with psychiatric or emotional disorders shall always travel with a safety assistant. The safety assistant shall carry the original treating physician’s certificate along with a prescribed sedative medicine, which may be administered by the safety assistant, prior to the commencement of travel or as may be required on board an aircraft. Akasa Air reserves the right to deny boarding to such Customers, for safety reasons.
r. Customers with Autism, an Intellectual Disability, Dementia, Alzheimer's, or Down Syndrome
Customers with autism, an intellectual disability, dementia, Alzheimer's, or Down syndrome need to book their flights as well as notify Akasa Air about their requirements, if any, at least 48 (forty eight) hours before the scheduled time of departure, by calling the Call Centre, so that Akasa Air can make necessary arrangements. Assistance, upon request, from the time of entry into the airport till the aircraft seat shall be provided. Customers with autism, intellectual disability, dementia, Alzheimer’s or Down syndrome will be given time to settle in their respective seats before other Customers board the aircraft. Akasa Air’s staff and cabin crew will provide assistance to such Customers as may be required, other than the assistance provided by a safety assistant. In addition, such Customers can also meet their family members at the gate upon arrival. The name of the person picking up the Customer must be communicated to Akasa Air at the time of check-in.
s. Internal Medical Devices
If a Customer is travelling with an internal medical device, such as a pacemaker or a defibrillator, the Customer is required to inform Akasa Air, while making a Booking, as well as inform the security personnel conducting the Customer’s screening at the airport before the said process begins.
t. Portable Oxygen Concentrators (POCs)
(i) POCs are permitted on-board Akasa Air flights, subject to the fulfilment of the following conditions mentioned below. Only POCs approved by the FAA or EASA can be taken as part of Hand Baggage. The POC can be taken either in the Checked-in Baggage or as part of the Hand Baggage. The Customer will be solely responsible for packing, assembling, dismantling, and facilitating the administration of POC both on the ground and onboard an aircraft. Akasa Air will under no circumstances be liable or responsible for the same.
(ii) A request for carriage or use of the POC on-board should be made by a Customer to Akasa Air at least 48 (forty eight) hours in advance, from the scheduled departure time. The POC should not cause any interference with the electrical, navigation, or communication equipment on board and the Customer carrying the POC on board must comply with all security requirements and instructions communicated by the crew, from time to time.
(iii) Notwithstanding anything contained herein, Akasa Air, in its sole discretion, reserves the right to refuse carriage of the POC, if it is of the reasonable view and apprehension that the POC is likely to endanger the safety of the aircraft or of any person.
(iv) Further, a Customer shall not be required to pay any additional charges for carriage of POC provided the total weight of the Baggage of the Customer including the POC meets the permitted Baggage allowance. The Customer shall be required to make payment for excess Baggage if the weight of the Baggage including the POC exceeds the prescribed limits.
(v) If POC is to be Carried as Checked-in Baggage: For safety reasons, the Customer must ensure that the POC, prior to check-in, is empty and free of pressure. Therefore, if the POC was used before coming to the airport, then the Customer must reset the POC to avoid any residual oxygen in the equipment. The battery of the POC should be removed and the battery terminal should be protected with insulating tape and packed separately in a pouch. The battery may be carried by the Customer as Hand Baggage once the battery is secured in the manner prescribed herein. The carriage of such batteries will further be subject to applicable regulatory requirements including but not limited to those mentioned under the Aircraft (Carriage of Dangerous Goods) Rules, 2003, International Civil Aviation Organization (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air, and the IATA Dangerous Goods Regulations and other applicable law.
(vi) If POC is to be carried as Hand Baggage:
A. Customers carrying or using the POC on-board shall be only assigned a window seat. Such Customers will not be assigned any Emergency Exit Seats, middle seats, or aisle seats.
B. If a Customer carries a POC on board, Akasa Air reserves the right to change the seats of such Customers, if required. Such Customers must be capable of seeing, hearing, and understanding the portable oxygen concentrator device warnings and should be in a position to take appropriate action, without assistance, in response to those warnings. During taxi, take-off, and landing, the POC, if being used must be stowed under the seat in front.
C. Please contact the Call Centre or the airport operations team at the airport to clarify if the POC is permitted for carriage on Akasa Air’s aircraft.
u. Customers with Certain Adverse Medical Conditions
Customers who are ailing from any particular medical condition can travel on Akasa Air flights after giving prior information regarding their medical condition, at least 48 (forty eight) hours prior to the scheduled departure of the flight, by filling in the Medical Information Form provided on the Website in order to ensure Akasa Air is able to provide complete assistance to such Customer, if required. Acceptance of Customers who are ailing from any medical condition shall be subject to clearance from the Akasa Air medical team. The Customer must also inform Akasa Air regarding any hospitalization requirement upon arrival. In case the Customer is being accompanied by a safety assistant during their travel, then such safety assistant’s name and contact details must also be shared with Akasa Air. Akasa Air’s cabin crew are not authorized or responsible to give special assistance (not being qualified medical practitioners), as they are trained only in first aid. Akasa Air’s crew is not permitted to administer any injection or to give any medication.
v. Customers requiring stretchers
(i) Akasa Air accepts requests for carriage of Customers on stretchers on Akasa Air aircraft, subject to any technical limitations of such aircraft. Akasa Air will not be able to carry Customers on stretchers on connecting flights. To book a stretcher on an Akasa Air flight, Customers are requested to call Akasa Air at Call Centre at least 48 (forty eight) hours before the scheduled time of departure. Any clarifications in relation to availing a stretcher on an Akasa Air aircraft may also be sought at the Call Centre.
(ii) Customers are required to take a print of the Akasa Air Medical Information Form available on the Website (click here to download). The form is required to be filled out by the Customer’s treating physician.
(iii) Customers are required to share the travel details, along with the filled-in Medical Information Form by emailing them to email@example.com. Akasa Air may at its discretion, permit a Customer to travel on a stretcher in accordance with advice received from Akasa Air’s medical officer. Such advice will be provided after consultation with the Customer’s doctor (if needed) and perusing all medical documents of the Customer. Such a decision will be communicated to the Customer within 24 (twenty four) hours of making such a request.
(iv) Based on the medical report shared by a Customer, Akasa Air may require its medical representative to meet the Customer at the airport on the date of travel to determine the Customer’s medical fitness. Akasa Air may deny boarding to the Customer, at its sole discretion, if the Customer is found to be unfit for travel by Akasa Air’s medical representative.
(v) Akasa Air may require a fresh medical form on the day of travel, for selected cases. It will provide the necessary information on the confirmation emails sent to Customers.
(vi) The stretcher installation onboard the Akasa Air aircraft requires 6 (six) seats to be folded across 3 (three) rows for the stretcher to fit securely against the fuselage and rear bulkhead. The other 3 (three) adjoining aisle seats across the same rows provide access to the stretcher patient, hence the applicable charges will be for 9 (nine) seats at a fare determined by Akasa Air.
(vii) Akasa Air’s customer service and cabin crew team will provide all the assistance required other than the ones provided by a safety assistant.
(viii) Akasa Air shall accept only 1 (one) Customer on a stretcher per flight.
(ix) The person accompanying a Customer on a stretcher must be a medical escort who is a doctor (minimum qualification of MBBS) or a paramedical escort who is a registered nurse.
(x) Cancellation of stretcher booking will attract a fee of 75% (seventy five percent) of the basic fare and any fuel or other surcharges by Akasa Air. All government taxes/fees and Airport Charges will be refunded. Additional accompanying passengers buying normal tickets will be charged as per the cancellation rules.
(xi) Changing of stretcher bookings shall be handled on a case-to-case basis and after clearance from Akasa Air. The charges for such booking changes shall be decided by Akasa Air on a case-to-case basis.
(xii) The total Checked-in Baggage allowed for a Customer requiring a stretcher will be according to the number of seats paid for, subject to the conditions set forth in condition (vi) above. However, each such Customer will be allowed to carry only a single piece of Hand-Baggage.
(xiii) Oxygen, if required by the Customer on a stretcher may be provided upon prior intimation, not being less that 48 (forty eight) hours before departure of the flight.
10. Self Offloading
a. Self-offloading after boarding an aircraft is not permitted, since it can cause safety and security risks. If any Customer expresses a desire to be off-loaded and is subsequently off-loaded, then such Customer shall be penalized as determined by Akasa Air. Akasa Air shall also have the right to retain the amount paid by the Customer for sush a Booking. Akasa Air may, at its sole discretion, not penalize such Customers, if there is a medical emergency and other personal emergencies. If self-offloading by a Customer due to a medical emergency takes place, Akasa Air may require a certificate in relation to the same from the airport doctor.
b. In the event of a diversion of any Akasa Air flight, if a Customer chooses to be off-loaded voluntarily at the diversion station, then, subject to Akasa Air permitting such off-loading, such Customer shall not (i) claim any refund amounts from Akasa in respect of such diversion; and/or (ii) claim any amounts from Akasa Air as a result of such voluntary off-loading.
At the time of checking in of Baggage, a Customer is required to check the details incorporated in the Baggage Tag and the Baggage Identification Tag.
11.1 Items Unacceptable as Baggage
Akasa Air reserves the right to refuse carriage of Baggage with certain restricted items. A description of such items is set out below:
a. Items that are not properly packed in suitcases or other suitable containers;
b. Items that are likely to endanger the aircraft or persons or property on board the aircraft, as specified in the International Civil Aviation Organization (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air, the IATA Dangerous Goods Regulations and dangerous goods as per local laws and applicable regulations and as per Akasa Air’s terms and conditions;
c. Items, the carriage of which is prohibited by applicable laws, regulations or orders;
d. Except as expressly permitted in the Conditions of Carriage, explosives, fireworks, flares, pistol caps, swords, knives and similar items;
e. Gases such as compressed gases, liquefied gases, refrigerated liquefied gases, dissolved gases, adsorbed gases, flammable, non-flammable and poisonous gases such as butane oxygen and liquid nitrogen, avalanche rescue backpacks, medical oxygen, etc.;
f. Flammable liquids and solids such as lighter refills, lighter fuel, flammable paints, thinners, used camping stoves or fuel containers, used internal combustion or fuel cell engines, matches, fire-lighters, lighters that are required to be inverted before ignition or are powered by lithium batteries, copra, sodium, potassium, etc.;
g. Oxidizing substances and organic peroxides such as bleaches, aluminium nitrate, etc.;
h. Toxic and infectious substances such as pesticides, insecticides, weed-killers, potassium cyanide, samples for testing of infectious diseases, etc.;
i. Radioactive material;
j. Corrosives such as acids, alkalis, mercury and wet cell batteries and apparatus containing mercury;
k. Other dangerous substances and articles including environmentally hazardous substances such as magnetised materials, materials with narcotic, noxious, offensive or irritating properties, e-cigarettes, etc.;
l. Small lithium battery-powered vehicles such as air-wheels, solo-wheels, hoverboards, mini-segways and balance wheels;
m. Anything (including any item of food or consumable that contains any element of seafood, any animal or bird as one of its ingredients) that has not been packed suitably and that may lead to leakage or any spillage or that may create discomfort to other Customers;
n. Anything that possesses or is capable of possessing or emitting a conspicuous or offensive odour;
o. Unless expressly permitted in the Conditions of Carriage, live or dead animals, birds or insects;
p. Satellite phones and GPS devices, unless proper authorisations have been obtained from, (i) BSNL, for BSNL - provided INMARSAT satellite handsets (ISAT Phones), and (ii) from Ministry of Home Affairs or Department of Telecommunications, for other Satellite Phones or GPS devices, as the case may be;
q. Items, which, in the reasonable opinion of Akasa Air, are unsuitable for carriage by reason of their weight, shape, size, or character;
r. Any other item that may cause inconvenience or a safety hazard to Customers, in Akasa Air’s sole discretion; and/or
s. Any other item prohibited to be carried on board, as may be notified by Bureau of Civil Aviation Security (BCAS) or any other relevant authority.
For more details on permissible/prohibited goods, please write to Akasa Air at firstname.lastname@example.org.
11.2 Hand Baggage
a. Hand Baggage is accepted in the cabin subject to the availability of space in overhead bins or under a Customer’s seat. Since Hand Baggage is in the power, possession, and custody of a Customer, therefore, the Customer is responsible for the said Hand Baggage.
b. In the event, a piece of Hand Baggage is over-sized or over-weight, Akasa Air may require transfer of such Hand Baggage to the Checked-in Baggage compartment of the aircraft, prior to take-off. In such cases, Customer’s Hand Baggage will be especially tagged and returned upon arrival, and the same can be collected from the Baggage reclaim area. In the event the Hand Baggage is transferred to the Checked-in Baggage compartment due to increased weight over and above what is permissible for Hand Baggage, the Customer shall be liable to make payment for such excessive weight of the Hand Baggage to Akasa Air at then applicable rate per kilogram for the excess Baggage.
c. Subject to any exclusions and other restrictions provided below, each Customer is permitted to carry only one Hand Baggage weighing a maximum of 7 (seven) kgs and not exceeding the following dimensions:
length - 55cm + width- 35cm + height- 25cm
d. Customers accompanying Infants are allowed an additional piece of Hand Baggage as set forth in Condition 9.5(h).
e. In addition to one piece of Hand Baggage permitted to be carried in accordance with the above, Akasa Air will permit a Customer to carry one additional personal article such as a ladies’ purse or a small bag containing a laptop not weighing more than 3 (three) kg (inclusive of duty-free items, if any, purchased at an airport).
f. Items determined by Akasa Air to be of an unacceptable dimension or offensive shape/nature will not be permitted onboard.
g. Subject to the prevalent applicable local laws and regulations and screening and security checks, Customers may carry liquids in their Hand Baggage in a container with a maximum volume of 100 (one hundred) ml which can be fitted comfortably into a transparent, re-sealable plastic bag with a maximum capacity of 1 (one) litre.
h. Power banks/portable mobile chargers are allowed in Hand Baggage only and not in Checked-in Baggage. If any of these items are detected in X-ray, the Customer’s Checked-in Baggage will not be loaded on the flight due to safety reasons.
i. If any Customer wishes to carry an oversized item on-board that is not compliant with the permissible limits set forth above, but will fit safely in a seat, Akasa Air may allow such Customer, at its discretion, to purchase an additional seat on a flight, subject to availability of seats and payment of applicable Tariff. This facility is not available as part of online Booking and Customer should call the Call Centre to arrange for booking such a seat for such a Hand Baggage.
11.3 Checked-in Baggage
a. Free Checked-in Baggage allowance (if applicable) will be as per Akasa Air’s policy, which will be communicated at the time of Booking.
b. The dimension of a Checked-in Baggage must not exceed 158 cm (62 inches) (L+W+H).Customers can book pre-paid excess Baggage allowance and prepaid additional piece allowance up to 1 (one) hour prior to the scheduled departure of their flight, on the Website or through the Call Centre. Additional pieces of Baggage will be subject to additional charges as set out on the Website, in addition to the excess Baggage charges. Applicable Fees for carrying excess Baggage is set out on the Website. Pre-paid additional Baggage charges and pre-paid excess Baggage charges are non-refundable if there are No-Shows and Gate No-Shows.
c. Customers carrying more than the maximum permissible free Baggage allowance will be charged applicable fees set forth on the Website, at the time of check-in. Once the Checked-in Baggage is delivered by a Customer at the check-in counters, Akasa Air representatives, after inspecting the Baggage’s condition, will issue a Baggage Tag for each piece of Checked-in Baggage. Checked-in Baggage should have the Customer’s name or other personal identification affixed to it. Excess Baggage charges are non-refundable if there are No-Show and Gate No-Shows.
d. Akasa Air will levy applicable fees set forth on the Website, payable at the airport, for the following special items of Checked-in Baggage: sports equipment, skiing equipment, golf bags, bicycle, surfboards, snowboard, water ski, scuba diving equipment, kayak, LCD, and LED TVs.
e. The fee will apply per piece of Checked-in Baggage, per Sector (inclusive of GST, if applicable). The weight of such Checked-in Baggage will be considered as part of the permissible Baggage allowance and standard excess Baggage charges, if applicable, will be levied. If a Customer intends to carry any special Baggage, as set out above, as Checked-in Baggage, Akasa Air should be notified at least 48 (forty eight) hours in advance through the Call Centre.
f. As per the requirements of the Bureau of Civil Aviation Security (BCAS), toiletry articles up to 2 litres/2kg (500 ml/500 gm per receptacle) are permitted in Checked-in Baggage.
11.4 Carriage of Lithium Batteries
a. Spare Lithium Batteries:
(i) Subject to security clearance at an airport, Akasa Air may allow a Customer to carry, in Hand Baggage only, a maximum of 20 (twenty) spare or loose:
A. lithium-ion batteries (including power banks) rated up to 100 (one hundred) Wh; or
B. lithium metal batteries with lithium metal content not exceeding 2(two) grams;
(ii) Subject to security clearance at an airport and approval of the check-in staff, Akasa Air may allow a Customer to carry, in Hand Baggage only, a maximum of 2 (two) spare or loose:
A. lithium-ion batteries (including power banks) rated above 100 (one hundred) Wh and below 160 (one hundred and sixty) Wh; or
B. lithium metal batteries with lithium metal content of each battery of more than 2 (two) grams and less than 8 (eight) grams, only if such batteries are used for portable medical devices.
(iii) The lithium batteries must be packaged in their original retail packaging or in separate plastic bags. The battery terminals must be taped and insulated to prevent a short circuit.
b. Portable Electronic Devices Containing Lithium Batteries:
(i) Subject to security clearance at an airport, Akasa Air may allow Customers to carry a maximum of 15 (fifteen) portable electronic devices, if each such device is fitted with:
A. a lithium-ion battery which must not rate above 100 (one hundred) Wh; and/or
B. a lithium metal battery with lithium metal content, not more than 2 (two) grams.
(ii) Subject to security clearance at the airport and approval of the check-in staff, Akasa Air may allow a Customer to carry, in Hand Baggage only, a maximum of 2 (two):
A. portable electronic devices with lithium-ion batteries rating more than 100 (one hundred) Wh but not exceeding one hundred and 160 (one hundred and sixty) Wh; or
B. portable electronic devices with lithium metal batteries in which lithium metal content is more than 2 (two) grams but does not exceed 8 (eight) grams.
(iii) Akasa Air recommends that Customers should carry portable electronic devices in or as Hand Baggage. If a Customer carries such devices in Checked-in Baggage, the devices should be turned off and packed securely to avoid any damages.
c. Loose/spare batteries, including power banks are allowed only in Hand Baggage and not in Checked-in Baggage.
11.5 Carriage of LCD/LED TVs
Akasa Air’s rules for the carriage of LCD/LED TVs on-board its flights are as under:
a. a maximum of 2 (two) LCD/LED TVs can be carried by one Customer in Checked-in Baggage.
b. the maximum size of LED/LCD TV that shall be accepted for carriage is 139.7 cm including the cartons.
c. Carriage of TVs shall also be governed by other applicable terms and conditions contained in the Conditions of Carriage regarding carriage of fragile items, etc.
d. If the weight of the TVs so checked-in along with any other Checked-in Baggage exceeds the Check-in Baggage allowance, the Customer(s) shall be charged excess baggage at the prevalent rates.
11.6 Carriage of Photographic Equipment and Films
a. Photographic equipment and films can be carried in Hand Baggage or in Checked-in Baggage.
b. Baggage containing photographic equipment and films shall be screened through the X-ray baggage inspection system (“BIS”). To avoid any damage to the undeveloped photographic film by X-ray BIS, Customers are advised to carry only processed photographic films.
c. However, on the Customer’s request, Akasa Air may also permit the Baggage with photographic equipment and film to be screened manually for which the Customer may be required to remove the film from the canister and pack the same in a clear plastic bag for further examination.
11.7 Carriage of a Firearm, Air Gun, or Ammunition
a. Akasa Air will charge applicable fees set forth on the Website, for every firearm, air gun, or ammunition carried by a Customer (inclusive of GST, if applicable) towards additional services provided for handling and carriage of a firearm, air gun or ammunition in his/her Checked-in Baggage.
b. Subject to the conditions specified below, Akasa Air may permit carriage of firearms and/ or ammunition, without charging any fee, in the following cases:
(i) Personnel from the armed forces and the police forces required to carry their arms or ammunition in connection with the performance of their duties must have a movement order from their unit commander or his/her authorised representative. The weapons and ammunition carried in the Checked-in Baggage must be declared to Akasa Air and the arms and ammunition shall be packed securely, as prescribed under applicable law; or
(ii) A sportsperson traveling on a flight operated by Akasa Air on a domestic sector, in order to participate in a shooting event within India, for which they are required to carry more than one licensed firearm and/ or more than 50 (fifty) cartridges (cumulative weight of the firearm and 50 (fifty) cartridges shall not exceed 5 (five) kilograms), such sportsperson may be permitted by Akasa Air to carry the requisite number of licensed firearms and/or ammunition in their Checked-in Baggage subject to the following conditions:
A. The sportsperson is required to make declarations in writing in relation to the carriage of firearms or ammunition, and produce the following documents at the security checkpoint of Checked-in Baggage for inspection by the screener of Akasa Air:
o valid license or authorization of firearms and ammunition in name of the sportsperson or an accompanying Customer;
o evidence of identity which can be established by a photo identity card issued by a government agency or a sponsoring sports club;
o bona fide carriage of arms and ammunition on the basis of a written document issued by the president or secretary of the sports club sponsoring them for the shooting event.
B. The firearm must be unloaded. The firearm must be carried in a hard-sided container, and the container must be locked.
C. The ammunition must be securely packed in fibre (such as cardboard), wood or metal boxes or another packaging specially designed to carry small amounts of ammunition. The packaging should be completed in a manner that minimizes the chances of accidents, if any. Fire-arm magazines or clips do not satisfy the packaging requirement unless they provide a complete and secure enclosure of the ammunition.
D. The ammunition may also be located in the same hard-sided case as the firearm, as long as it is properly packed as described above.
E. Black powder and percussion caps used with black powder-type firearms are not permitted to be carried as Hand Baggage or Checked-in Baggage.
F. An authorization for carriage of firearms and ammunition by the sportsperson in an aircraft shall be obtained from DGCA in accordance with provisions of the Aircraft (Carriage of Dangerous Goods) Rules, 2003 and Aircraft Rules, 1937.
(iii) Carriage of firearms shall be permitted for other Customers by Akasa Air, subject to such Customer providing copies of all the relevant clearances and permissions as required by Regulatory Authorities under applicable laws, to the satisfaction of Akasa Air.
(iv) A firearm or ammunition is not permitted to be carried on person or in the Hand Baggage and should be carried only as Checked-in Baggage. Firearm or ammunition can be carried as Checked-in Baggage after providing a written declaration to Akasa Air in the form provided by Akasa Air, provided that such firearm is unloaded and securely packaged separately from the ammunition and is carried in accordance with the provisions of the Aircraft Rules, 1937, Aircraft (Carriage of Dangerous Goods) Rules, 2003 and the ICAO Technical Instructions. Any Customer, found carrying a firearm or ammunition in contravention to the above, would be in violation of applicable law. In such a case, Akasa Air will file a criminal complaint against the Customer with appropriate authority and such Customer shall be off-loaded.
(v) Standard excess Baggage charges shall apply if the free Baggage allowance is exceeded due to carriage of such weapons or ammunition.
11.8 Valuable and Fragile Goods
a. If valuable or fragile items are checked-in, Customers agree to the carriage of such items, at their own risk and cost. Such items include, without limitation, currency, jewellery, silverware, glassware, medicines, perishable goods, computers, computer software, phones, cameras, video equipment, any other electronic equipment, negotiable instruments, title documents, certificates, securities, bonds, business and personal documents, samples, paintings, artifacts, manuscripts, other works of art, antiques, research material, unique or irreplaceable items, scholarship items or documents, irreplaceable books or publications, passport, or other similar valuable documents or items.
b. Items mentioned above are not covered under any compensation for loss or damage policy of Akasa Air under the Conditions of Carriage. It is the sole responsibility of the Customer not to keep these items in Checked-in Baggage.
11.9 Right to Refuse Carriage of Baggage
Akasa Air may refuse to carry as Baggage any item reasonably considered by it to be unsuitable for carriage because of its size, shape, weight, content, or character, or it being radioactive, or for safety or operational reasons, or in the interest of other Customers. Information about unacceptable items is available upon request. Akasa Air may refuse to accept Baggage for carriage unless it is in Akasa Air’s reasonable opinion, properly and securely packed in suitable container/ packaging.
11.10 Right to Search
a. Akasa Air or a competent Regulatory Authority may require Customers to undergo a search through X-ray or another type of scan in person or of the Baggage. Akasa Air reserves the right to search the Baggage of a Customer in the absence of the Customer, for determining whether the Customer’s Baggage contains any unacceptable or prohibited items.
b. If a Customer refuses to comply with such searches or scans, Akasa Air reserves the right to refuse carriage of such Customer and their Baggage without refunding the Tariff or without any other liability to such Customer. Any other procedures as may be required under law may follow subsequently, in relation to such cases.
c. If a search or scan causes injury to a Customer or loss/damage to their Baggage, Akasa Air shall not be liable for such injury or damage, unless the same is due to Akasa Air’s wilful misconduct or gross negligence.
d. In the event of any unclaimed Baggage or any Baggage left behind by a Customer, the ownership of which cannot be established without opening the Baggage, Akasa Air reserves the right to open such Baggage and verify its contents to establish the rightful owner.
11.11 Collection and Delivery of Checked-in Baggage
a. Akasa Air will make best efforts to ensure that Checked-in Baggage of Customers arrives in a safe condition. Customers are advised to collect their Checked-in Baggage as soon as it is available for collection at the baggage reclaim area. If a Customer’s Checked-in Baggage is not claimed within 3 (three) months from the date it is made available at the airport where the Customer’s flight arrives, Akasa Air or the relevant airport operator may dispose it off without any liability or notice to the Customer.
b. It is Customer’s obligation to collect their Checked-in Baggage from the baggage reclaim area, as early as possible, to avoid any incident of theft or misplacement of their Checked-in Baggage.
c. Once the Checked-In Baggage is placed in the baggage reclaim area of the airport, Akasa Air shall not be responsible for any loss or theft of the Checked-In Baggage.
d. If Customers are travelling in a group (i.e., if in one Booking there is more than one Customer) and the Checked-in Baggage is not delivered at arrival, all the Customers under that Booking need to be present at the arrival hall at the time of registering a complaint about the lost Checked-in Baggage. The Checked-in Baggage will be considered to be delivered in good condition if the above condition is not met.
e. Akasa Air shall deliver Checked-in Baggage to the bearer of the Baggage Tag, upon payment of all unpaid sums due to Akasa Air, under the Conditions of Carriage.
f. Akasa Air is under no obligation to ascertain that the bearer of the Baggage Tag is entitled to delivery of the Checked-in Baggage and Akasa Air is not liable for any loss, damage, or expense arising out of its failure to ascertain so.
g. Subject to any extenuating circumstances, delivery of the Checked-in Baggage will be made at the destination indicated on the Baggage Tag.
h. If a Customer claiming Checked-in Baggage is unable to produce the Baggage Tag and identify the Checked-in Baggage by means of a Baggage Tag, Akasa Air will deliver the Checked-in Baggage to the Customer only after they establish to Akasa Air’s reasonable satisfaction, their right to such Checked-in Baggage, and if required by Akasa Air, such Customer shall indemnify Akasa Air for any loss, damage or expense which may be incurred by Akasa Air, as a result of such delivery.
i. Acceptance of Checked-in Baggage by Customers without complaint at the time of delivery is prima facie evidence of Checked-in Baggage being delivered in good condition and in accordance with the Conditions of Carriage. A Customer shall be required to raise an irregularity report in case there is a loss of or damage to Checked-in Baggage, while they are at the respective destination airport, at the time of arrival, and not after departing from the destination airport.
j. To ensure that Customers pick-up their own Checked-in Baggage and there is no confusion, Akasa Air reserves the right to match the Baggage Tag to the Baggage Identification Tag, upon arrival, either for all Customers or on a random basis, without any prejudice or discrimination. In the event there is a possibility or the slightest assumption that a Customer may be picking up somebody else’s Checked-in Baggage, Akasa Air reserves the right to divulge the personal information of such Customer to the original owner of the Checked-in Baggage, and Akasa Air will not be liable for any losses or damages incurred thereof.
11.12 Items Removed by Airport Security Personnel
Akasa Air will not be responsible for, or have any liability in respect of, articles removed from a Customer’s Baggage by any airport security staff or CISF.
11.13 Carriage of Human Remains
Urns with ashes are allowed in Hand Baggage. Carriage of human remains is permitted on all aircraft and shall be subject to Akasa Air’s discretion where such carriage may cause any disruption or inconvenience to flight operations. The process for carrying human remains on an aircraft is as follows:
a. The Customer accompanying such human remains must contact Akasa Air’s cargo agents at the designated numbers (numbers to be furnished) or write to us at email@example.com and identify the relevant person who accompanies the mortal remains/human remains.
b. The human remains may be carried by Akasa Air on both direct and indirect flights.
c. Security Measures/Procedure at Departure Station
(i) Mortal remains/human remains/cremated remains will be transported as air cargo and the following documents will need to be submitted:
A. Death certificate from a competent medical authority;
B. Embalming certificate from the hospital/competent authority;
C. Permission from the local police authorities for carrying dead body/human remains; and
D. Any other document e.g., driving license or passport or any other photo ID card issued by a Government/semi-Government agency to establish identity of the deceased.
(ii) The Customer who accompanies the dead body/human remains shall provide additional documentary proof to Akasa Air, which may be any of the documents mentioned in Condition 5.1, to prove their relationship to the deceased.
d. Security measures/procedure at arrival station: Mortal remains/human remains are to be collected through the cargo terminal by the person whose name is mentioned on the document.
11.14 Carriage of Human Organs
a. Live human organs are accepted on board Akasa Air flights and shall be transported in accordance with AVSEC Circular No. 1/2017 dated January 06, 2017 and other applicable laws. Such live organs must not contain any infectious substances.
b. A container with live human organs is required to be carried as Hand Baggage, irrespective of the size and weight of the container. During taxi, take-off, and landing, such container is required to be stowed and secured under a seat or in the overhead bin.
11.15 Carriage of Alcoholic Beverages
a. Subject to the provisions of Condition 11.8, Customers may carry up to 5 (five) litres of alcoholic beverages as part of their Checked-in Baggage, provided the following conditions are met:
(i) The alcoholic beverage is in retail packaging and is packed appropriately (to prevent damage/leakage).
(ii) The alcohol content in the beverage is not more than 70% (seventy percent).
(iii) If the alcoholic beverage contains 24% (twenty four percent) or less alcohol by volume, the above limitation of 5 (five) litres does not apply.
(iv) Alcoholic beverages are also permitted in Hand Baggage when purchased from an airport’s security hold area and should be placed in a transparent re-sealable plastic bag (STEB- Security Tamper-Evident Bag) of a maximum capacity not exceeding 1 (one) litre. The containers must fit comfortably within the bag, which should be sealed.
(v) The carriage of alcoholic beverages by Customers shall also be subject to other provisions of the Conditions of Carriage and applicable law.
12. Connected Segments
Information related to connecting flights
12.1 Any Booking with Respect to Connected Segments
Any Booking with respect to Connected Segments shall be required to be booked in advance, and all the Flight Segments in Connected Segments shall be confirmed on the same PNR and will be identified by a single fare component.
12.2 In Cases Where Customer Undertakes Travel on Connected Segments
a. In cases where a Customer undertakes travel on domestic Connected Segments, Akasa Air will check in the Checked-in Baggage through to the final destination of the Customer. However, domestic to international connections and vice-versa, Customers will have to collect their Checked-in Baggage at the end of each leg and check in again after completing applicable regulatory formalities. Customers will be provided with two boarding passes, one for the flight taken from the point of origin to the Stopover and the other from the Stopover until the next destination. If at a Stopover, a Customer is required to change terminals, the Customer will be responsible for:
(i) transportation from arrival terminal (arrival from the point of origin) to departure terminal (departure to the next destination); and
(ii) reporting on time at the check-in counter for the next flight.
b. Akasa Air will not provide any food or lodging at a Stopover. A ‘Stopover' in reference to ‘Connected Segments’, which requires a change of terminals by a Customer at the Stopover shall include the arrival terminal (arrival from the point of origin) as well as the departure terminal (departure to the next destination).
12.3 If Customers Fail to Report for Boarding of a Flight for Connected Segments
a. If Customers fail to report at the boarding gate, at least 25 (twenty five) minutes prior to departure of the concerned flight for the Connected Segments despite having arrived on time from the point of origin, the Customers will be treated as a ‘Gate No-Show’. The Checked-in Baggage of such Customers will be offloaded and handed over to the Customers or to the relevant airport authority at the Stopover station, without any liability of Akasa Air. The Tariff paid for such Booking shall be retained by Akasa Air. The Customers are, however, entitled to a refund of the Airport Charges (if applicable).
b. The Customers for Connected Segments shall board the flight from the origin city only. Any requests for boarding from any Stopover point would be treated as cancellation and re-booking at the applicable fares, at the time of such request being made by Customer.
12.4 If there is a Delay or Cancellation of a Flight Operated as a part of Connected Segments
a. If there is a delay or cancellation of a flight operated as a part of Connected Segments, the following shall apply:
(i) If the delay or cancellation of a flight at the point of origin leads to the possibility of a missed connection at Stopover, a Customer shall have to right to choose a refund, or re-book onto an alternative Akasa Air flight at no additional cost, subject to availability.
(ii) If there is a delay or cancellation of a connecting flight at Stopover, Akasa Air will, at its discretion and subject to availability of seats, first offer a Customer the option to travel on the next available Akasa Air flight, and then, at its discretion, provide ground transportation to and from the airport and lodging for an overnight stay to a Customer at the point of Stopover (provided that the next available flight is only on the following day) or offer a refund for the part of the Booking that is not flown. Customers may also opt for a partial refund on a pro-rata basis on the involuntary termination of the journey at a Stopover for reasons other than such Customer being unruly or any other disciplinary issues in relation to such Customer, in the opinion of Akasa Air.
13. Security Screening
a. As required by applicable law, all Customers will be subjected to a security screening prior to boarding an aircraft. A Customer shall agree to any security checks prescribed by the Government, Regulatory Authorities, airport officials, or by Akasa Air.
b. Itineraries will be checked at the time of entering the terminal building. Checked-in Baggage will also be screened through an X-ray machine before check-in, at all non in-line baggage screening airports, subject to the requirements of applicable law. Random physical checks will also be carried out of Checked-in Baggage in addition to X-ray screening at all such airports, in accordance with the rules stipulated by the Regulatory Authorities.
c. As per security regulations, Customers will be required to undergo frisking and their Hand Baggage will be subject to security check through X-ray in the manner set out in Condition 11.10.
d. Checked-in Baggage reconciliation is carried out through an internal matching system. In addition to the Checked-in Baggage reconciliation, the physical identification of the Checked-in Baggage by Customers may also be carried out. Unidentified Checked-in Baggage will not be loaded onto an aircraft.
e. A secondary security check may also be carried out before embarkation, as stipulated by Bureau of Civil Aviation Security.
14.1 Security Regulations
According to security regulations, Customers are required to do the following:
a. Not to accept anything from unknown persons.
b. Not to leave Baggage unattended as the same may be removed by airport security staff as an object of suspicion.
c. To declare before baggage screening or check-in, if they are carrying any arms, ammunition, or explosive substance. Concealment of arms or explosives is an offence under applicable laws.
d. To carry Hand Baggage of the dimensions prescribed by Akasa Air. Please refer to Condition 11.2.
e. All Hand Baggage should be clearly labelled with the Customer’s name, address, and contact details.
14.2 Cancellation, Changes of Schedule, etc.
a. At any time, after a Booking has been made, Akasa Air may change schedules of flights or cancel, terminate, divert, postpone, reschedule or delay any flight, where Akasa Air reasonably considers the same to be justified by unavoidable factors and circumstances beyond Akasa Air’s control including Force Majeure, for safety reasons, or for commercial reasons.
b. If an Akasa Air flight is cancelled, rescheduled to depart more than an hour prior to the original time of departure, or delayed by more than 2 (two) hours (depending on the length of the journey), subject to Condition 5.3, a Customer shall have the right to choose a refund or re-book onto an alternative Akasa Air flight on the same Sector, at no additional cost (subject to availability).
c. All Customers are required to provide their correct contact details including phone numbers and email addresses, to enable Akasa Air to inform Customers of any flight delays or cancellations. Akasa Air shall not be liable for any liability or claim if Customers have not provided accurate and valid contact information at the time of Booking. Customers will also be provided a prior notification, if they are required to report to the airport check-in counter earlier than the prescribed time period, before the scheduled departure of the flight, on account of extra security measures or for any other reason. A Customer understands and acknowledges that if their phone number and/or email address is found to be incorrect or unreachable or if they cannot be contacted due to any reason whatsoever, Akasa Air will not be held liable for the same.
d. Compensation may be paid as per DGCA CAR - Section 3, Series M, Part IV, Issue I, if applicable, and Akasa Air’s liability will be limited in accordance with the provisions thereof.
e. Customer understands and acknowledges that no further compensation (whether indirect or consequential or remote) would be payable under any other head, in addition to such amounts prescribed in the DGCA CAR- Section 3, Series M, Part IV, Issue I.
14.3 Sole Remedy
Upon the occurrence of any of the events set out in Condition 14.2 above, the options outlined therein are the sole, limited, and exclusive remedies available to Customers, and Akasa Air shall have no further liability towards Customers. A Customer may file a grievance with the AirSewa app or portal.
15. Conduct On-board the Aircraft and at Airports
If a Customer inside the airport or aircraft conducts himself in a manner that:
a. endangers the safety and security of the aircraft, Akasa Air’s staff, or any other Customer’s person or property in the airport or on-board, or
b. obstructs the crew in the performance of their duties, or
c. fails to comply with any instructions of the crew, including but not limited to those with respect to consumption or chewing of tobacco in any form, smoking, alcohol of drug consumption, or
d. causes discomfort, inconvenience, damage or injury to other Customers or the crew,Akasa Air may take such measures as it deems reasonably necessary to prevent continuation of such conduct, including restraint. Such Customer may be disembarked and refused onward carriage at any point and may be prosecuted for offences committed at the airport or on-board the aircraft, as the case may be.
15.2 Travel Safety during COVID-19
Customers are advised to strictly follow all COVID-19 protocols as advised by Akasa Air and/or any Regulatory Authority, from time to time. Failure to comply with these guidelines and the directions of Akasa Air’s staff and/or crew may attract penal action against the concerned Customer.
15.3 Payment of Diversion Costs
If, because of the conduct (as mentioned in Condition 15.1 above) of a Customer, Akasa Air decides to divert the aircraft for the purpose of offloading such a Customer, the Customer shall be required pay all costs resulting from that diversion.
15.4 Use of Electronic Devices
For safety reasons, Akasa Air may forbid or limit the operation of electronic equipment, including but not limited to cellular telephones, laptop computers, portable recorders, portable radios, CD players, electronic games, or transmitting devices, including radio-controlled toys and walkie-talkies, inside the aircraft. Operation of hearing aids and heart pacemakers is permitted.
15.5 Removal of Life Jacket
Any act (attempted or otherwise) of removal of life jacket from the aircraft seat without consent of the crew members of the flight is prohibited.
15.6 No Consumption of Tobacco or Alcohol
a. Smoking is strictly prohibited on all Akasa Air aircraft. All lavatories are fitted with smoke detectors. Tampering with or disabling a smoke detector is strictly prohibited.
b. Alcohol consumption onboard all Akasa Air aircraft operating in the domestic sector is strictly prohibited.
15.7 Possession or Use of E-Cigarettes Not Permitted
a. The production, manufacture, import, export, transport, sale, distribution, storage, and advertisement of E-Cigarettes is prohibited on the premises of aerodromes and on aircraft.
b. E-Cigarettes are not permitted to be taken to a place outside India or brought into India from a place outside India and Customers are not permitted to carry E-Cigarettes in their Hand Baggage or Checked-in Baggage.
c. Akasa Air reserves the right to refuse carriage of Customers in possession of E-Cigarettes and of any Baggage containing E-Cigarettes on flights operated by Akasa Air.
15.8 Add-on services and other services offered by Akasa Air to Customers
a. Akasa Air offers certain add-on services such as seat selection, pre-paid snacks, and pre-paid excess Baggage allowance to Customers, which can be availed by Customers in relation to their travel on Akasa Air flights, onboard the aircraft, and at selected airports. A Customer may book such add-on services at the time of making a Booking or thereafter. Please click here to access a detailed description of add-on services and related terms and conditions.
b. Certain meals such as hot snacks and hot beverages are not available on flights that have a total flight time of less than 80 (eighty) minutes. Further, complimentary drinking water is offered on all Akasa Air flights. Akasa Air also allows Customers to bring food items on board for personal consumption. Allowed food items include cold snacks, soft beverages, snack bars and biscuits. Messy, oily, and/or strong-smelling food items are not allowed on board.
c. Customers have the option to pre-book their meals before the departure of their flights. However, pre-booked meals shall be served to Customers on the basis of availability. Customers will not be entitled to a specific food item, beverage (even if such food item, beverage is pre-booked) if it is unavailable, and Akasa Air shall not be liable and responsible to Customers for its unavailability. The meals will be served to Customers in the order of their seating.
d. Customers shall make requisite inquiries in relation to the food and beverages offered or sold by Akasa Air at the time of Booking and ensure that they are not allergic to the ingredients of such food or beverages. Akasa Air shall not be liable for any damages to a Customer due to any allergies or illness on account of consumption of food offered or sold by Akasa Air to the Customer.
e. Merchandise shall be sold to Customers at Akasa Air’s discretion and on the basis of availability. Customers will not be entitled to a specific merchandise, if it is unavailable. Akasa Air shall not be liable and responsible to Customers for unavailability of merchandise.
15.9 Photography by Customers on the Airport Premises and On-board an Aircraft
a. Subject to Condition 15.9(b) below, a Customer may take photographs:
(i) within the terminal building of a civil airport as well as a defence airport, and
(ii) On-board an aircraft, without causing inconvenience to any other person.
b. However, Customers are not permitted to take photographs:
(i) while embarking and disembarking an aircraft;
(ii) from the part of an airport used for take-off, landing, and taxiing of aircraft, and
(iii) of the airside of a defence airport from the aircraft, the terminal building or any other part of the defence airport.
c. Customers are required to take special permission from the DGCA for taking photographs of or in any prohibited areas set out in Condition 15.9(b) above.
a. Customers seated near an emergency exit will be briefed by the crew regarding emergency procedures and are requested to pay special attention to the same. Please note that only a Customer who meets the criteria set out in Condition 7.3, as on the date of travel, will be allocated Emergency Exit Seats.
b. Akasa Air undertakes all reasonable steps to keep the aircraft clean including disinfection and fumigation of its aircraft, in accordance with applicable law. Customers acknowledge and agree that the aircraft doors have to be kept open at certain stages of operations. Therefore, Akasa Air will not be liable for any damage or claim, if there is an inadvertent presence of any mosquitoes, insects, or pests in the aircraft.
16. Administrative Formalities
16.1 Travel Documents
a. Customers shall be solely responsible for obtaining and presenting to Akasa Air all the travel documents prescribed under applicable laws or by the relevant RegulatoryAuthorities. Akasa Air shall have the right to make and retain copies of such travel documents. Akasa Air reserves the right to refuse carriage if a Customer does not comply with such requirements, a Customer’s travel documents do not appear to be in order, or if a Customer does not permit Akasa Air to take and retain copies of such documents.
b. Akasa Air shall not be liable for any information given by any agent or employee of Akasa Air, whether in writing or otherwise, to any Customer in connection with obtaining necessary documents or complying with laws, regulations, orders, demands, and requirements, or for the consequences resulting therefrom.
16.2 Customer Responsible for Fines, Detention Costs, etc.
If Akasa Air is required to pay any fine or penalty or it incurs any expenditure because of a Customer’s failure to comply with applicable law or to produce the relevant documents required by a Regulatory Authority, the Customer shall indemnify Akasa Air on the happening of such an event. Akasa Air may apply towards such indemnification, the value of any unutilized Booking, or any of the Customer’s funds in Akasa Air’s possession.
16.3 Customs Inspection
If required, Customers shall attend inspection of their Baggage by customs or other Government officials. Akasa Air will not be liable to Customers for any loss or damage suffered by them during such inspections or on account of their failure to comply with this requirement.
17. Liability for Damage
As per the Carriage by Air Act, 1972 (as amended from time to time), the liability of a carrier with respect to a Customer’s journey is determined in accordance with the carrier’s conditions of carriage, and in this case, these Conditions of Carriage. The provisions in relation to limitation of Akasa Air’s liability are set out in this Condition 17.
17.2 Death or Injury to Customers
a. In the event of death or any other bodily injury suffered by a Customer on board an aircraft or in the course of embarking or disembarking from an aircraft, Akasa Air’s liability will be governed by the relevant provisions of the Carriage by Air Act, 1972, as notified by the Ministry of Civil Aviation, Government of India, and as amended from time to time, and the rules framed thereunder.
b. Notwithstanding the provisions of Condition 17.2(a) above, if Akasa Air proves that the damage was caused by, or contributed to by, the negligence of the Customer, Akasa Air may be exonerated wholly or partly from its liability in relation thereto.
c. Akasa Air is not responsible for any illness, injury, or disability, including death, attributable to a Customer’s physical condition or for the aggravation of such condition.
d. Akasa Air does not assume, and expressly disclaims, any liability to any Customer, person(s) or entities for any direct or indirect loss or damage, injury, disease, poor health, or death caused to any such Customer or person(s) on account of any disease, epidemic or pandemic, or contracting any such disease, epidemic or pandemic, onboard an Akasa Air flight or in the course of any of the operations of embarking or disembarking or otherwise in the course of their journey with Akasa Air.
17.3 Damaged, Delayed, or Lost Checked-in Baggage
a. For damaged, delayed, or lost Checked-in Baggage, Akasa Air’s liability will be limited in accordance with the provisions of the Carriage by Air Act, 1972 and the rules framed thereunder with certain exceptions, adaptations, and modifications as notified by the Ministry of Civil Aviation, Government of India, and as amended from time to time. Subject to the foregoing, Akasa Air’s liability for lost or damaged Checked-in Baggage is limited to INR 20,000 (twenty thousand). For delayed Checked-in Baggage, Customers agree that Akasa Air’s liability shall be limited and determined by Akasa Air as per its discretion and based upon its prevailing policy.
b. Akasa Air shall not pay any compensation to Customers on account of any indirect, consequential, or remote reasons attributable to Akasa Air for lost, or damaged Checked-in Baggage.
c. Akasa Air will not be liable for lost, or damaged Checked-in Baggage to the extent such loss, or damage is a result of inherent defect or quality of the Checked-in Baggage or any negligence on part of Customers.
d. Akasa Air shall not be liable for lost, or damaged Checked-in-Baggage if it proves that it took all measures that could reasonably be required to avoid such loss, or damage or that it was impossible for it to take such measures..
e. If Akasa Air proves that the negligence or other wrongful act or omission of the Customer claiming compensation, or the person from whom he or she derives his or her rights caused or contributed to the loss, or damage to the Checked-in Baggage, Akasa Air shall be wholly or partly exonerated from its liability to the extent that such negligence or wrongful act or omission caused or contributed to such loss, or damage to the Checked-in Baggage.
f. Customers will be solely responsible for the carriage of their Hand Baggage/personal belongings and Akasa Air will not be liable for any loss or damage in relation thereto.
g. Akasa Air assumes no liability for loss or damage of cash, valuable, fragile or perishable articles. Akasa Air will not be liable for loss or damage to articles not permitted to be carried in Checked-in Baggage as per Condition 11.8(a) and applicable laws.
h. In addition, Akasa Air assumes no liability for wear and tear to Checked-in Baggage, which includes:
(i) Broken wheels or base;
(ii) Loss of external locks or security straps;
(iii) Damage to any protruding part of the baggage;
(iv) Damage resulting from over-packing;
(v) Damage to retractable luggage handles;
(vi) Scratches, torn zippers, straps, and handles scuffing, denting, soiling,or manufacturing defects;
(vii) Damage to perishable or fragile baggage; or
(viii) Any other wear and tear.
i. A Customer shall be held solely responsible for any loss or damage caused by the Customer’s Checked-in Baggage to any other person or property, including Akasa Air’s property, and Akasa Air will not be held liable to any third person in relation thereto.
17.4 The Conditions of Carriage and the exclusions or limits on liability mentioned herein, apply to Travel Agents, employees, and agents of Akasa Air to the same extent as are applicable to Akasa Air. It is clarified that Akasa Air will not be liable for any loss, delay, or damage arising from Akasa Air’s compliance with applicable laws or from a Customer’s failure to comply with the same. In any event, Akasa Air’s liability shall not exceed the amount of proven damages under any circumstances.
18. Codeshare Flights and Interline Arrangements
18.1 The conditions of carriage of a Codeshare Partner shall apply if a flight is operated by the Codeshare Partner. The Codeshare Partner's conditions of carriage can be found on the Codeshare Partner’s website.
18.2 If the carriage of Customers is facilitated by another airline on account of a disruption in Akasa Air’s operations, the conditions of carriage of the other airline shall apply except for Baggage allowance which will be in accordance with these Conditions of Carriage.
18.3 Akasa Air shall not be liable for the acts or omissions of any other airlines facilitating the carriage of Customers.
18.4 In cases where Akasa Air facilitates the carriage of Customers of another airline on account of a disruption in the other airline’s operations, Akasa Air shall not be liable for the acts or omissions of such other airline, including but not limited to providing flight status information, delays and other acts or omissions that arise from the other airline’s flight operations.
19. Carriage of Pets in the Aircraft
Akasa Air allows the carriage of Pets in the cabin, at the owner’s risk, provided that:
a. Pets, other than guide/service dogs, are carried in a suitable ventilated Container, the dimensions of which should not exceed 19” L x12” W x10” H. The weight of the Pet including the Container should not exceed 7 (seven) kgs.
b. Not more than 1 (one) Container with a Pet is carried in the cabin on any flight.
c. Pets are not allowed to occupy a passenger seat, even in case the adjoining seat is unoccupied/empty or blocked by the Customer.
d. No exit row seats or other premium seats will be allotted to such a Customer.
e. The Container shall at all times be stowed under the seat in front of the passenger.
f. Trained guide dogs must be muzzled and restrained at all times during the flight.
g. Pet dogs must be muzzled and Pets (dogs and cats) must be restrained if they are brought outside the Container at any point.
h. Customers accompanying a Pet shall carry all latest health and rabies vaccination certificates, as applicable.
i. A moisture absorbent mat should be placed under the Pet at all times.
j. A label must be affixed to the Container showing the type of Pet being carried.
k. Customers travelling with a Pet shall keep the Pet on the floor in front of them.
l. No Pets shall be carried in the aircraft if the atmosphere in the passenger or flight deck compartments, in the sole discretion of Akasa Air, is likely to be contaminated by the Pet to such an extent as to affect the health of the Customers or the crew.
m. The Customer shall ensure that the Container is designed in a manner that prevents the Pet from escaping and from inflicting injury on any person who, in the performance of their duty, are required to touch or handle the Container.
n. All Customers carrying Pets will be required to indemnify Akasa Air by executing an indemnity form downloaded from the Website or provided by Akasa Air at the time of check-in.
19.2 Cargo hold
a. Pets of a weight greater than 32 (thirty two) kgs and up to 100 (one hundred) kgs will be carried in the cargo hold only. Unaccompanied Pets weighing more than 32 (thirty two) kgs, and Pets up to 100 (one hundred) kgs, including the weight of the Container, will have to be booked through a cargo agent.
b. The Container must be large enough to allow the Pet to stand properly, turn around or lie down. Carriage in cargo compartment is permitted only in rigid Containers with a secure door and Containers which cannot be damaged by the Pet. The dimensions of such a Container should be 36” L x 28” W x 28” H.
c. Each Container shall be provided with a water container.
d. Only 1 (one) Pet is permitted per Container.
e. Customers accompanying a Pet shall carry all latest health and rabies vaccination certificates, as applicable.
f. A label must be affixed to the Container showing the type of Pet being carried.
g. The Customer shall ensure that the Container is designed in a manner that prevents the Pet from escaping and from inflicting injury on any person who, in the performance of their duty, are required to touch or handle the Container.
h. An indicative list of breeds which are not permitted for carriage in the cargo hold can be accessed here,.
a. Pets can be carried as accompanied Baggage or shipped as cargo. Customers can make bookings for Pets as accompanied Baggage / excess Baggage through Akasa Air reservations/ ticketing offices.
b. Pets will be carried at an additional charge and will not be included in the free Baggage allowance, even if the Customer has no other Baggage, to the exception of guide/service dogs.
c. Weight of the Pet plus Container, as also food carried per Container, will be charged. Normal excess Baggage charges will be applied according to the Baggage system applicable i.e.- Piece or weight, for carriage of accompanied Pets.
19.4 Other Conditions:
a. Customers travelling with Pets shall provide a minimum of 48 (forty eight) hour advance notice of their intention to transport such Pets along with them either in the cabin or in the cargo hold.
b. A total of 2 (two) Pets are allowed per flight, 1 (one) in the cabin and 1 (one) in the cargo hold.
c. If travelling with a Pet, Customers must report at least 2 hours prior to the scheduled time of departure.
d. Pets are allowed only on non-stop flights.
e. No food items are permitted in the Container.
f. Customers travelling with Pets shall only be allotted window seats on the aircraft. No Customer travelling with a Pet shall be allotted an exit row seat or premium seat. However, the decision to allot a row or seat will be at the discretion of Akasa Air at all times.
g. All breeds of Pets are allowed to be carried on Akasa Air flights in the cabin. Such Pets must meet all the requirements of carriage as set out herein. However, some breeds of dogs, such as brachycephalic dogs (snub-nosed/flat-faced), may be at risk to fly in the cargo compartment, and are therefore not permitted to be carried in the cargo compartment of Akasa Air flights. If a Customer chooses to carry such at-risk breeds of dogs in the cabin, it is recommended that the Customers should exercise their judgment and seek veterinary advise on whether such dogs can be carried in the cabin on an Akasa Air flight. Akasa Air shall not be liable in this respect.
h. Akasa Air does not permit unaccompanied minors to travel with Pets. Due to safety considerations, Akasa Air also recommends that Customers requiring wheelchair assistance do not travel with Pets.
i. Due to safety considerations, in case a Customer is travelling with an infant, they will not be allowed to travel with a Pet in the cabin. However, the Pet may be carried in the cargo compartment.
j. No Pet shall be carried in a pressurized aircraft if the atmosphere in the passenger or flight deck compartments is likely to be contaminated by the Pet to such an extent so as to affect the health of the passengers or crew.
k. A Pet that shows disruptive behavior may be denied boarding. Examples of such disruptive behavior may include (but are not limited to) scratching, excessive whining or barking, growling, biting, lunging, urinating or defecating in the cabin or gate area.
l. Dogs and cats must be at least 3 (three) months old on the date of travel. Pregnant Pets of more than 4 (four) weeks will not be carried by Akasa Air on its aircraft;
m. No Pet shall be carried in a pressurized aircraft if the atmosphere in the passenger or flight deck compartments is likely to be contaminated by the Pet to such an extent so as to affect the health of the passengers or crew.
n. During check-in/on-boarding the Pet, a physical copy of a signed and stamped letter from the Pet’s veterinarian, advising that the Pet is in good health and is adequately vaccinated, must be presented to the Akasa Air staff. The Customer must also hold all updated health and vaccination certificates, entry permits and other documents, as required under Indian laws and present the documents for checking to the Akasa Air staff upon request. Customers shall furnish original physical copies of these documents along with a photocopy, at the time of check-in at the airport or when dropping off the Pet at the cargo terminal. The vaccination and health certificates must have been obtained not more than 72 (seventy two) hours prior to the date of travel.
o. Cremated Pet remains can be carried onboard as a carry-on item. Cremated remains must be inspected at the security checkpoint and cannot be accepted as checked-in baggage. It is recommended that remains are carried in a plastic or cardboard container typically provided by the crematorium. This is to ensure that the item can be cleared by X-ray screening. If it cannot, it will be opened for physical inspection. If the container cannot be screened, it will not be allowed past the security checkpoint.
p. Dangerous animals, wild animals, elephants, horses, cattle, sheep and/or pigs shall not be carried by Akasa Air.
q. Dead, unconscious, or sedated Pets will not be accepted on Akasa Air flights.
r. While dropping off a Pet, a declaration by the shipper/Govt. approved identification of consignor with full address/ contact no. of consignor and consignee/health certificate of the pet, Import Export license, if applicable must be furnished. While picking up the Pet at the destination, the AWB number of the shipment/Govt. approved identification of consignee with full address / contact no. of consignor and consignee must be furnished.
s. In order to ensure the comfort of the Pet, the person dropping off the pet is required to remain at the cargo terminal until the flight takes off.
t. Bookings cannot be made through the Website or through a travel agent.
u. The Customer will assume all the risks of injury, sickness or death of the Pet(s) accepted for carriage and will indemnify Akasa Air in respect thereof.
v. Akasa Air may, at its discretion, refuse carriage of a Pet on its aircraft.
20. Compliance with applicable laws
Customers are advised to comply with all protocols as advised by Akasa Air and/or any Regulatory Authority, from time to time. Failure to comply with such guidelines and the directions of Akasa Air’s staff and/or crew may attract penal action against the concerned Customer.
21. Time Limitations on Claims and Actions
21.1 Notice of Claims
A Customer is required to match the identification number mentioned on the Baggage Tag with the Baggage Identification Tag to ensure that the Checked-in Baggage collected by a Customer belongs to them. If a Customer fails to conduct such verification and collects the Checked-in Baggage that does not belong to them, Akasa Air shall take the necessary steps to retrieve such Checked-in Baggage.
21.2 Limitation of Actions
Subject to applicable law, any right to damages shall be extinguished, if an action is not brought against Akasa Air within 2 (two) years of the date of arrival of the flight booked by a Customer at the destination, or the date on which the flight was scheduled to arrive at the destination or the date on which the carriage of a Customer is completed, as the case may be. The manner of calculating this period of limitation in case of any dispute, shall be determined by the law of the court where the case is heard.
22. Governing Law and Dispute Resolution
22.1 Governing Law
The Conditions of Carriage shall be construed by and governed in accordance with the laws of India.
22.2 Dispute Resolution
All disputes or differences arising out of, or in connection with the Conditions of Carriage shall be settled by the courts of Mumbai, India, which shall have exclusive and sole jurisdiction to hear all the matters in relation to these Conditions of Carriage.
23. Customer Grievance Redressal
23.1 If a Customer feels dissatisfied with Akasa Air’s service, please contact Akasa Air through any of the following:
a. Call Centre: 9606112131 or as notified on the Website, from time to time.
b. Email: firstname.lastname@example.org
Nodal Officer: Deepika Poojary
c. Appellate Authority: Ramita Vyas
d. Akasa Air’s airport personnel at various airports shall be more than happy to help you.
23.2 Customers agree and acknowledge that if there are any issues or concerns arising out of the Conditions of Carriage, any and all correspondences, summons and notices will only be deemed to have been validly served if the same is sent to the corporate office address of Akasa Air and not at any other address, the details of which are as under:
SNV Aviation Private Limited, Urmi Estate, Tower A, 12th Floor, 95, Ganpatrao Kadam Marg, Lower Parel (W), Mumbai 400013
24. Frequently Asked Questions
Please click on the link set out here to access the Frequently Asked Questions (FAQs). The FAQs form an integral part of these Conditions of Carriage. In case of any conflict between the FAQs and these Conditions of Carriage, these Conditions of Carriage will prevail to the extent of the conflict.
Akasa Air reserves the right to amend the Conditions of Carriage, at any time, without any prior notice or liability.