REGULATORY · INDIA
India aviation ticket refunds: DGCA adds 48-hour fee-free cancel/change window and tightens refund handling
Change
India’s DGCA amended airline ticket refund rules to require a 48-hour post-booking “look-in” window allowing cancellation or changes without extra fees (subject to conditions), added a 24-hour no-fee name-correction rule for direct website bookings, and reiterated airline responsibility to complete refunds within 14 working days even for agent/portal sales.
Why it matters
DGCA has revised the Civil Aviation Requirements governing refunds for public transport undertakings, introducing a mandatory 48-hour “look-in option” after booking during which passengers can cancel or change tickets without additional charges, subject to specified conditions. The amended norms also bar airlines from charging for correcting a passenger name error (same person) when the error is reported within 24 hours, for tickets booked directly on the airline’s website. For tickets purchased via travel agents/portals, DGCA states the onus of refund remains with the airline as the agent is the airline’s appointed representative, and airlines must ensure the refund process is completed within 14 working days. The changes follow elevated passenger complaints about delayed refunds, making refund timeliness and post-booking change handling a more immediate compliance and operations constraint for carriers and their distribution partners.
Implications
- • Airlines must honor a 48-hour fee-free cancel/change window after booking.
- • Direct-channel bookings require 24-hour no-fee name corrections (same person).
- • Airlines retain refund liability for agent/portal sales; agents can’t be a blocker.
- • Refund processing timelines are constrained to completion within 14 working days.
Who is affected
- • Scheduled airlines operating in India (domestic and international carriers selling in India)
- • Online travel agencies and travel agents distributing airline tickets
- • Airline customer service, revenue management, and refund operations teams
- • Passengers booking air tickets in India (direct and via agents/portals)
Source
Topics
World & Politics Policy & Regulation Law & Public Safety Regulatory Actions Compliance