In a move that could transform air travel experiences across India, the Directorate General of Civil Aviation (DGCA) has released a draft proposal that would allow passengers to cancel or modify flight tickets within 48 hours of booking, without paying additional charges.
According to the draft Civil Aviation Requirement (CAR), the aviation regulator aims to make the system more passenger-friendly, particularly in cases of last-minute cancellations, schedule changes, or refunds delayed by airlines and travel portals.
The DGCA’s draft mandates that all airlines provide a “look-in period” of 48 hours from the time of booking. During this period, a passenger may cancel or amend a ticket without any penalty, except for paying the normal fare difference if they choose to rebook a different flight.
However, the provision will not apply to bookings made less than five days before departure for domestic flights or 15 days for international flights.
The facility will be available for tickets purchased directly from airlines’ websites or authorised travel agents. “Beyond 48 hours of initial booking time, this option is not available, and the passenger has to pay the relevant cancellation fees,” the draft CAR clarifies.
Under the proposed reforms, airlines must process refunds within 21 working days. Importantly, the DGCA has clarified that when tickets are booked through travel agents or online portals, the responsibility of refund lies solely with the airline, as agents act only as representatives.
This rule aims to eliminate long-standing disputes between passengers, travel agents, and airlines over refund delays, an issue that saw a surge in complaints, especially after the pandemic.
In another relief measure, the DGCA has proposed that no additional fee be charged for correcting minor name errors, provided the correction is requested within 24 hours of booking and the ticket is made directly through the airline’s website.
This provision addresses frequent grievances from travellers who were earlier forced to cancel tickets or pay high reissue fees due to spelling mistakes in passenger names.
The regulator has also advised airlines to refund or offer credit shells to passengers who cancel flights due to verified medical emergencies. Airlines would have the discretion to decide whether to refund the full amount or issue a credit valid for future travel.
The DGCA has invited comments from stakeholders, airlines, and consumer groups on the draft CAR until November 30. Once finalised, the new rules are expected to bring much-needed relief to India’s growing air passenger base, which has often faced opaque refund policies and steep cancellation fees.
A senior DGCA official said, “Our goal is to align Indian aviation standards with international norms and ensure fair treatment for passengers.”
The proposed changes also come amid increasing concerns about rising airfare cancellation charges, refund delays, and lack of uniformity in airline policies across the sector.
The DGCA has been steadily working toward strengthening passenger rights under its CAR framework, which governs the obligations of airlines toward consumers. Similar passenger-centric reforms were earlier introduced in the context of flight delays, denied boarding, and compensation policies.
