New Delhi: Passengers will soon be able to cancel or reschedule air tickets without paying any additional charges within 48 hours of booking, subject to certain conditions, after the aviation regulator revised ticket refund norms to make them more passenger-friendly.
The Directorate General of Civil Aviation (DGCA) has amended the Civil Aviation Requirements (CAR) relating to the “Refund of Airline Tickets to Passengers of Public Transport Undertakings.” The revised rules will come into effect from March 26.
Under the updated norms, airlines must provide a “look-in option” for 48 hours from the time of booking. During this period, passengers can cancel or amend their tickets without any additional charges. However, if the revised flight carries a higher fare, the passenger will have to pay the fare difference. Previously, this facility was available only for 24 hours. The regulator clarified that the extended 48-hour look-in option will apply only to tickets booked directly through the airline’s official website. Tickets purchased through travel agents or third-party booking portals are not required to offer this facility. Earlier, the rule did not clearly distinguish between direct and indirect bookings.
The DGCA has also specified that the look-in option will not be available for flights departing within a short window from the date of booking. For domestic flights, the facility will not apply if the flight departure is less than seven days from the booking date. For international flights, the restriction applies if the departure is less than 15 days from booking. Beyond the 48-hour window, passengers seeking cancellation or changes will have to pay the applicable fees.
Faster refunds and agent Bookings
In a significant move, the regulator has reduced the refund timeline for tickets booked through travel agents or online portals. From March 26, airlines must ensure that refunds are processed within 14 working days. Previously, refunds in such cases could take up to 30 days.
The DGCA emphasised that the responsibility for issuing refunds rests with the airlines, even if the ticket was purchased through an agent or portal, since these intermediaries act as representatives of the airlines. Airlines must ensure the timely processing and completion of refunds within the prescribed period. The revised norms come amid rising passenger complaints regarding delayed refunds. In December 2025 alone, scheduled airlines received 29,212 passenger-related complaints, of which 7.5 per cent were related to refunds. That month, domestic carriers transported over 1.43 crore passengers, according to DGCA data.
Medical emergencies and name corrections
The amendments also address ticket cancellations due to 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 full refund or a credit shell of equivalent value. In other situations involving medical issues, refunds will be processed after an assessment of the passenger’s fitness-to-travel certificate by the airline’s Aerospace Medicine specialist or a DGCA-empanelled Aerospace Medicine specialist.
Additionally, airlines have been instructed not to levy any extra charges for correcting the name of the same passenger if the error is reported within 24 hours of booking, provided the ticket was booked directly through the airline’s website. This concession does not extend to tickets booked via third-party platforms. India remains one of the world’s fastest-growing civil aviation markets, with domestic airlines carrying more than 16.69 crore passengers in 2025. The revised rules aim to strengthen consumer protection and streamline refund processes across the sector.
