Big relief for flyers: Free ticket cancellation or changes within 48 hours; DGCA changes refund rules

New Delhi: In a major relief for air travellers, the Directorate General of Civil Aviation (DGCA) has introduced a 48-hour penalty-free window allowing passengers to cancel or modify their flight tickets without additional charges.

The move comes amid rising complaints over refund delays and aims to strengthen accountability among airlines.

The revised norms were issued on February 24 through amendments to the Civil Aviation Requirements (CAR) titled ‘Refund of Airline Tickets to Passengers of Public Transport Undertakings.’

48-hour ‘Look-in Option’ introduced

Under the new framework, passengers who book tickets directly through an airline’s website will be allowed to cancel or amend their bookings within 48 hours without paying cancellation or modification fees.

However, this facility will not apply if the flight’s departure is scheduled within 7 days of booking for domestic flights, and 15 days of booking for international flights.

While no penalty will be charged during the 48 hours, passengers will have to pay the fare difference if they opt for a different flight.

After the 48-hour window expires, standard airline cancellation or amendment charges will apply.

Name correction without penalty

In another passenger-friendly provision, the regulator clarified that airlines cannot levy additional charges for correcting the name of the same passenger, provided the mistake is reported within 24 hours of booking and the ticket was purchased directly through the airline’s website.

Refund responsibility lies with airlines

The DGCA has made it clear that the responsibility for processing refunds rests with the airline, even when tickets are booked through travel agents or online portals.

Airlines must ensure that refunds are completed within 14 working days, reinforcing accountability in cases where agents act as their authorised representatives.

Medical emergency cancellations clarified

The amended rules also provide clarity on 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 for future travel.

In other medical cases, refunds will be processed after receiving a fitness-to-travel opinion from an airline’s Aerospace Medicine specialist or a DGCA-empanelled Aerospace Medicine expert.

Move follows surge in complaints

The revision follows mounting passenger grievances, particularly after widespread disruptions involving IndiGo flights in December 2025.

According to official data, airlines received 29,212 passenger complaints in December alone, with 7.5 per cent related to refunds. During the same month, domestic carriers transported over 1.43 crore passengers.

India continues to be one of the fastest-growing aviation markets globally, with domestic airlines carrying more than 16.69 crore passengers in 2025.

With the latest amendments, the aviation watchdog aims to improve transparency, reduce refund disputes and enhance passenger confidence in the rapidly expanding sector.