DGCA makes air ticket refund norms more passenger-friendly; no additional charges for changes within 48 hrs of booking

Public Lokpal
February 26, 2026

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DGCA makes air ticket refund norms more passenger-friendly; no additional charges for changes within 48 hrs of booking

New Delhi : Air passengers will now get a 48-hour window to cancel or modify bookings without penalty, as aviation regulator Directorate General of Civil Aviation (DGCA) revises refund norms to address rising complaints and tighten accountability for airlines.

The amended Civil Aviation Requirements (CAR) for “Refund of Airline Tickets to Passengers of Public Transport Undertakings” were issued on February 24, following concerns over delayed refunds, including those flagged during the December 2025 IndiGo flight disruptions.

Under the revised framework, airlines must provide a 48-hour ‘Look-in option’ after ticket booking.

“During this period a passenger can cancel or amend the ticket without any additional charges, except for the normal prevailing fare for the revised flight for which the ticket is sought to be amended.

"This facility shall not be available for a flight whose departure is less than 7 days for domestic flight and 15 days for international flight from booking date when ticket is booked directly through airline website,” the regulator said.

After the 48-hour window, standard cancellation or amendment charges will apply.

In another passenger-friendly move, the watchdog said airlines should not levy any additional charge for correcting the name of the same passenger if the error is flagged within 24 hours of booking, provided the ticket was booked directly through the airline’s website.

"In case of purchase of ticket through travel agent/portal, onus of refund shall lie with the airlines as agents are their appointed representatives. The airlines shall ensure that the refund process is completed within 14 working days," the Directorate General of Civil Aviation (DGCA) said.

The revised norms also introduce clarity for medical emergency-related cancellations. According to DGCA, if a passenger or a family member listed on the same PNR is admitted or hospitalised during the travel period, airlines may offer either a refund or a credit shell.

"For all other situations, refunds will be issued once an opinion on the passenger's fitness to travel certificate is received from an airline's Aerospace Medicine specialist/ DGCA empanelled Aerospace Medicine specialist," it said.

The changes come amid growing passenger grievances. In December 2025, scheduled airlines received 29,212 passenger-related complaints, of which 7.5 per cent were related to refunds. Domestic carriers flew over 1.43 crore passengers that month, according to DGCA data.

India remains one of the world’s fastest-growing aviation markets, with domestic airlines carrying more than 16.69 crore passengers in 2025.

PTI