The Directorate General of Civil Aviation (DGCA) has overhauled the air ticket refund regime in India, introducing a series of passenger-friendly changes aimed at providing more flexibility and transparency for flyers. Under the revised Civil Aviation Requirements (CAR) on ticket refunds, airlines are now required to offer a 48-hour “look-in option” that allows passengers to cancel or amend bookings without paying additional charges within 48 hours of purchasing the ticket, subject to specific conditions. The move is part of an effort to protect flyers from hefty penalties and streamline refund processes amid growing customer complaints.
The DGCA’s updated rules scheduled to take effect from March 26, 2026 will bring notable changes to how cancellations, amendments and refunds are handled. Under the new system, flyers can rethink their travel plans shortly after booking without having to bear extra costs, as long as they cancel or modify their tickets within 48 hours of purchase and meet the departure timeline conditions set by the regulator.
According to the DGCA, airlines must not levy additional charges for canceling or changing flight tickets within this 48-hour window. However, passengers may still be liable for the normal fare difference if they opt to change to a different flight. The “look-in option” is designed to give customers breathing room to correct accidental bookings, adjust travel plans or respond to unforeseen circumstances early in the booking process.
Importantly, the 48-hour free cancellation and amendment option is only available when the flight’s departure date is at least seven days away for domestic flights and 15 days for international flights from the date of booking, assuming the ticket was purchased directly through an airline’s official website. If these criteria are not met, for example, if the departure date falls within the time limit specified, the look-in bonus will be taken away, and ordinary cancellation or change fees will be imposed.
New Norms for Name Corrections and Refund Responsibility:
Another key feature of the DGCA’s revised ticket refund norms is the prohibition of additional fees for correcting passenger names. If a passenger notices an error in the name and reports it within 24 hours of booking, airlines cannot charge for rectifying that mistake, so long as the ticket was booked directly through the carrier’s website. This provision is particularly helpful for passengers who often face penalties for simple human errors like spelling mistakes.
The updated rules also clarify responsibilities in situations where tickets are purchased through travel agents or third-party portals. Even in these cases, the onus of processing refunds lies with the airlines, as travel agents and portals are considered authorised representatives. Airlines are required to complete all refunds within 14 working days, whether bookings were made directly or through intermediaries. This is intended to reduce confusion and ensure that passengers are not passed between agents and carriers when seeking refunds.
Besides these essential provisions, the DGCA has made amendments to cancellations due to medical situations. While particular processes for these circumstances were not specified in the official summary, the updated regulations are intended to provide more assistance to customers who must cancel travel plans due to health issues. These changes came after passengers complained about slow refunds and administrative difficulties in recent months.
Background and Implementation:
The DGCA’s move to revise ticket refund norms comes at a time when India’s civil aviation market continues to grow rapidly, with domestic carriers carrying millions of passengers every year and an increasing number of flyers booking tickets well in advance. Previous refund practices often left travellers bearing significant out-of-pocket costs for simple cancellations or modifications made shortly after booking, prompting calls for clearer and fairer rules.
According to industry insiders, the introduction of the 48-hour look-in option fills a previous gap in consumer protection by allowing passengers more flexibility to change their travel plans at the early stages of ticket purchasing. Airlines are required to upgrade their booking systems and customer service operations so that the new standards can be implemented successfully when they go into effect later in March.The DGCA’s emphasis on faster refunds, lower penalties, and clearer revisions is expected to assist fliers, particularly those who make last-minute decisions or experience unexpected changes to their itineraries. As the rules enter into effect, passengers are invited to familiarise themselves with the requirements, such as the minimum lead time before departure, in order to fully benefit from the amended norms.
What Passengers Should Know:
Passengers should note that while the free cancellation and amendment window provides greater flexibility, it is bound by timelines related to flight departure dates and booking channels. The benefits are most favourable for flyers who book directly with airlines and have travel plans that are at least a week (domestic) or two weeks (international) ahead. After the 48-hour window, standard cancellation charges will apply as per the airline’s fare rules. Overall, the DGCA’s revised refund norms mark a significant reform in passenger rights within India’s aviation sector, offering a more consumer-friendly approach to ticket cancellations, changes and refunds.
