Conditions of Carriage

           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.            Interpretation

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.

3.                  Applicability

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:

(i)          Passport;

(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 info@akasaair.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.

5.5              No-Show

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

6.1              Tariff

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.

6.3              Currency

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

7.1              Requirements

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:

(i)          able-bodied;

(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

8.1              Checking-In

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.      Pursuant to the order dated May 21, 2020 of the Ministry of Civil Aviation due to the ongoing COVID-19 pandemic, all Customers are mandatorily required to check in for their flights online before arriving at the airport for any scheduled departure. In order to comply with the relevant government requirements, Akasa Air has ensured that Customers are able to check in for their flights through the Website.

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.

8.3              Boarding

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.

e.       Limitations

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 info@akasaair.com 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.

h.       Infants

(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.

(ii)         Seating:

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.

(vi)       Transit/Transfer:

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

(i)          Prerequisite

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.

(iii)       On-board:

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 info@akasaair.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

1. 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 such 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.
   
   
2.  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 Air in respect of such diversion; and/or (ii) claim any amounts from Akasa Air as a result of such voluntary off-loading.