In a major relief for air travellers, India’s aviation regulator — Directorate General of Civil Aviation (DGCA) — has introduced revised ticket refund rules that allow passengers to cancel or modify bookings within 48 hours without paying additional charges, subject to certain conditions.
The amended Civil Aviation Requirements (CAR), issued on February 24, aim to make airline refund policies more passenger-friendly amid rising complaints over delayed refunds.
What Is the New 48-Hour “Look-In” Option?
Under the revised guidelines:
- Passengers can cancel or amend tickets within 48 hours of booking without extra fees.
- Only fare differences (if applicable) will be charged for revised bookings.
- The facility applies only when tickets are booked directly through the airline’s website.
- It does not apply if:
- The flight departs within 7 days (domestic)
- The flight departs within 15 days (international) from the booking date.
After the 48-hour window, standard cancellation or amendment charges will apply.
Name Correction Policy Updated
In another passenger-friendly move, airlines cannot levy additional charges for correcting a name error — provided:
- The correction is for the same person
- The request is made within 24 hours of booking
- The ticket was booked directly through the airline website
Refund Responsibility & Timelines
If tickets are booked via travel agents or online portals:
- The airline remains responsible for issuing refunds.
- Refunds must be completed within 14 working days.
The changes come after increased passenger complaints, particularly during the flight disruptions involving IndiGo in December 2025, when refund delays became a major concern.
Medical Emergency Clause
For cancellations due to medical emergencies:
- If the passenger or a family member on the same PNR is hospitalised during the travel period, airlines may provide either:
- A full refund
- A credit shell
In other medical cases, refunds will depend on certification from an airline-approved aerospace medicine specialist or a DGCA-empanelled expert.
Rising Passenger Numbers
India remains one of the fastest-growing aviation markets globally:
- Domestic airlines carried over 16.69 crore passengers in 2025
- In December 2025 alone, 29,212 passenger complaints were recorded
- Around 7.5% of complaints were related to refunds
The new rules aim to streamline refund processes and restore passenger confidence in airline booking systems.
Originally published on 24×7-news.com.
