NEW DELHI: In a major relief for air travellers, the Directorate General of Civil Aviation (DGCA) has introduced revised refund rules mandating airlines to offer a 48-hour “look-in option” after ticket booking. During this window, passengers can cancel or amend their tickets without additional charges — except for any fare difference — provided the departure date is at least seven days away for domestic flights and 15 days away for international flights.
The new rules, which came into effect Thursday, also require airlines to process refunds within 14 working days. In cases where tickets are booked through travel agents or online portals, the responsibility for issuing refunds will rest with the airline, as agents act as their authorised representatives. The amended regulations were issued by DGCA chief Faiz Ahmed Kidwai.
Under the updated norms, airlines cannot levy any charge for correcting a passenger’s name if the error is flagged within 24 hours of booking, provided the ticket was purchased directly through the airline’s website.
Explaining the 48-hour lock-in provision, the regulator said passengers may cancel or modify bookings during this period without penalty, other than paying the prevailing fare for the revised flight. However, the facility will not apply if the departure is less than seven days (domestic) or 15 days (international) from the date of booking. After the 48-hour window, standard cancellation or amendment fees will apply.
The DGCA has also introduced provisions for medical emergencies. If a passenger or a family member listed on the same PNR is hospitalised during the travel period, airlines may offer either a refund or a credit shell. In other cases, refunds related to medical grounds will be processed after an assessment of the passenger’s fitness-to-travel certificate by an airline’s aerospace medicine specialist or a DGCA-empanelled specialist.
The regulator acknowledged that delays and disputes over refunds have become a major source of passenger grievances. Common complaints include long delays in refunding unused tickets, discrepancies in refunded amounts, and airlines issuing credit shells instead of returning money.
While stating that the government does not intend to interfere in airlines’ commercial practices, the DGCA noted that the growing volume of complaints necessitated intervention. After multiple discussions with airlines failed to improve refund processes, the regulator said it had decided to set minimum benchmarks to protect passenger interests and address rising dissatisfaction over refund procedures.
