New Delhi: In a move aimed at improving passenger convenience, India’s aviation regulator, the Directorate General of Civil Aviation (DGCA), has suggested major changes to the country’s airline ticket refund norms. The draft guidelines propose a 48-hour “look-in” window during which passengers can cancel or amend tickets without paying additional fees.
DGCA proposes sweeping passenger-friendly reforms
According to the DGCA, this initiative is designed to make air travel more flexible and customer-friendly, addressing long-standing concerns about refund delays and cancellation penalties.
48-hour free cancellation window proposed
The regulator has said passengers booking tickets directly through an airline’s website will have the option to cancel or modify them within 48 hours of purchase at no extra cost. The only exception would be paying the fare difference for the revised flight, if applicable.
However, this facility will not apply to flights departing within five days for domestic journeys and fifteen days for international travel. Once the 48 hours have passed, regular cancellation or amendment charges will apply.
Airlines to process refunds within 21 days
Under the proposed Civil Aviation Requirement (CAR) amendments, airlines will be required to complete all refund processes within 21 working days. The onus of issuing refunds will rest solely with the airline, even if the ticket was purchased through an agent or online travel portal, as these intermediaries act on behalf of airlines.
Officials say this measure will eliminate confusion among passengers and ensure faster resolutions in refund-related disputes.
Name correction and medical cancellations covered
The DGCA has also proposed that passengers be allowed to correct minor name errors, such as spelling mistakes. This has to be done within 24 hours of booking, provided the ticket was purchased directly through the airline’s website. No additional fees may be charged for such corrections.
In another passenger-friendly move, the regulator has suggested that airlines either refund the amount or issue a credit shell when cancellations are made due to medical emergencies.
Stakeholders invited to share feedback
The draft policy has been released for public consultation, with stakeholders invited to submit their comments by November 30.
If implemented, these new rules could mark a significant shift towards greater transparency and efficiency in India’s aviation sector, making air travel a little less stressful and a lot more passenger-centred.
(With inputs from agencies)