Air travellers in India will now benefit from a more passenger-friendly refund framework, as the Directorate General of Civil Aviation (DGCA) revises its Civil Aviation Requirements for ticket refunds.
Under the amended norms, airlines must provide a 48-hour “look-in” window after booking, during which passengers can cancel or amend tickets without additional charges. The only exception is fare differences applicable to the revised flight. This facility applies when tickets are booked directly through an airline’s website and is not available if departure is scheduled within seven days for domestic flights or 15 days for international flights from the date of booking.
Airlines are also barred from levying extra charges for correcting a passenger’s name within 24 hours of booking, provided the ticket was purchased directly. In cases where bookings are made via travel agents or portals, the responsibility for processing refunds rests with the airline, which must complete the refund within 14 working days.
Revised provisions also address medical emergencies. If a passenger or a family member on the same PNR is hospitalised during the travel period, airlines may offer a refund or credit shell, subject to certification norms.
The updated CAR, issued on February 24, follows rising passenger complaints, including refund concerns during recent operational disruptions involving IndiGo, and aims to strengthen transparency and accountability in one of the world’s fastest-growing aviation markets.
