The Directorate General of Civil Aviation (DGCA), India’s aviation regulator, has introduced new refund rules to make air travel more passenger-friendly. The new rules on Civil Aviation Requirements (CAR) allow passengers more flexibility to change or cancel their flight bookings, addressing a major concern about refund delays and cancellation fees.
48-hour window for free changes
Under the new rules, passengers can cancel or modify their air tickets within 48 hours of booking without paying additional charges, reported Money Control. The only cost applicable will be any fare difference if the traveller shifts to another flight.
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However, the relaxation comes with conditions. The facility will not apply to tickets booked directly through an airline's website if the departure is scheduled within seven days for domestic flights or within 15 days for international flights from the date of booking. Once the 48-hour period expires, standard airline cancellation or amendment charges will apply.
Name corrections allowed without extra fees
In another passenger-friendly move, the DGCA has instructed airlines not to charge extra fees for correcting passenger names, provided the mistake is reported within 24 hours of booking and the ticket was purchased directly through the airline's official website.
The regulator also clarified responsibilities involving third-party bookings. Even when tickets are purchased through travel agents or online portals, airlines will remain accountable for processing refunds since agents operate as their representatives. Airlines must complete refunds within 14 working days.
Provisions for medical emergencies
The revised norms also include guidelines for unforeseen medical situations. If a passenger or a family member travelling under the same Passenger Name Record (PNR) is hospitalised during the travel period, airlines may provide either a refund or a credit shell. In other cases, refunds will depend on an assessment conducted by an airline-appointed or DGCA-empanelled aerospace medicine specialist regarding the passenger’s fitness to travel.
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Rules introduced after rising complaints
The move comes as more passengers have been complaining, particularly about refunds that take a long time. The issue gained attention during disruptions that took place in December 2025, and this led to the Civil Aviation Ministry pushing for faster processing of refunds that are pending.
According to DGCA data, the number of passenger complaints against scheduled airlines in December 2025 was 29,212, with 7.5 per cent of these being refund-related complaints. The number of passengers carried by domestic airlines in December 2025 was over 1.43 crore, and the total number of passengers in 2025 was over 16.69 crore.
