Directorate General of Civil Aviation Introduces 48-Hour Free Cancellation Window, Mandates Faster Airline Refunds
India’s aviation regulator has introduced new passenger-friendly rules allowing travellers to cancel or modify air tickets without penalty within 48 hours of booking, provided the flight departure is at least seven days away for domestic travel and 15 days away for international journeys.
The revised guidelines, announced by DGCA chief Faiz Ahmed Kidwai, aim to address growing passenger complaints regarding refund delays, cancellation charges, and restrictive airline policies.
48-Hour “Look-In Option” Introduced
Under the new rules, airlines must provide a 48-hour window after booking during which passengers can cancel or amend tickets without paying cancellation or modification fees. However, passengers may still need to pay any fare difference if they choose to reschedule their flight.
This facility applies only to tickets booked directly through airline websites and is not available for flights departing within seven days (domestic) or 15 days (international) from the booking date.
Additionally, airlines will no longer be allowed to charge fees for correcting passenger names if the error is reported within 24 hours of booking.
Airlines Required to Process Refunds Within 14 Days
The regulator has mandated that airlines must complete ticket refund processes within 14 working days. This applies even when tickets are booked through travel agents or online portals, with airlines held responsible for ensuring timely refunds.
Officials said the move was necessary due to persistent complaints from passengers about delayed refunds, partial reimbursements, and forced credit shells instead of direct refunds.
Special Provisions for Medical Emergencies
In cases where passengers or immediate family members on the same booking are hospitalised during the travel period, airlines may offer either a full refund or a credit shell. Refund eligibility in other medical cases will depend on certification by aviation medical specialists.
Move Aims to Protect Passenger Rights
The aviation regulator acknowledged that refund disputes have become a major source of passenger grievances. While maintaining that airlines retain freedom in commercial operations, authorities said minimum standards were necessary to protect consumer rights.
The revised rules are expected to improve transparency, reduce refund disputes, and make air travel more flexible and passenger-friendly across India.
