In a major relief for air passengers, the Directorate General of Civil Aviation (DGCA) has announced sweeping changes to airline ticket refund and amendment rules, making the system more passenger-friendly.
The revised Civil Aviation Requirements (CAR), issued on February 24, aim to address rising complaints about delayed refunds and high charges for minor booking errors.
48-Hour “Look-In” Option Introduced
Under the new norms, airlines must provide a 48-hour window after ticket booking during which passengers can cancel or modify their tickets without paying extra charges. However, if the new flight chosen has a higher fare, passengers will need to pay only the fare difference.
This facility will apply to tickets booked directly through an airline’s website. However, the benefit will not be available if the flight departure is less than seven days away for domestic routes or less than 15 days away for international travel at the time of booking.
After the 48-hour period ends, regular cancellation or modification charges will apply.
No Extra Fee for Name Corrections
In another important change, the regulator has directed airlines not to charge extra for correcting minor name errors, provided the correction is requested within 24 hours of booking and the ticket was purchased directly from the airline’s website.
This move is expected to prevent unnecessary financial burden on passengers who make small typing mistakes during online bookings.
Refund Responsibility Lies with Airlines
The DGCA has clarified that even when tickets are purchased through travel agents or online portals, the responsibility for processing refunds rests with the airline. Airlines must complete the refund process within 14 working days.
This rule aims to remove confusion between airlines and agents over who should process refunds.
Medical Emergency Provisions Updated
The revised rules also bring relief for passengers facing 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.
For other medical-related cancellations, refunds will be processed after evaluation by an airline-appointed aerospace medicine specialist or a DGCA-approved expert to determine fitness to travel.
Background: Rising Complaints and Disruptions
The changes come after increasing complaints about refund delays. In December 2025 alone, airlines received over 29,000 passenger complaints, with a significant portion related to refunds. That same month saw major operational disruptions involving IndiGo, which brought the refund issue into national focus.
India remains one of the world’s fastest-growing aviation markets, with domestic airlines carrying more than 16 crore passengers in 2025. With passenger numbers rising rapidly, the new DGCA guidelines are aimed at ensuring better accountability and smoother grievance redressal for travellers.
