NEW DELHI (Rajeev Sharma) — In a landmark decision to bolster passenger rights, India’s aviation regulator, the Directorate General of Civil Aviation (DGCA), has officially revised its ticket refund and amendment norms. The updated Civil Aviation Requirements (CAR), issued on February 24, 2026, introduce a “Look-in option” that allows travellers to cancel or modify their flight bookings without incurring any additional charges for the first 48 hours. This reform is a direct response to a massive surge in consumer grievances recorded in late 2025 following widespread industry disruptions.
The new policy provides a significant 48-hour safety net for passengers immediately after booking. While the standard cancellation fees are now waived during this period, those choosing to amend their itinerary will remain responsible for any difference in fare for the newly selected flight. This facility, however, is subject to specific lead-time requirements: it applies only to domestic flights booked at least seven days before departure and international flights booked at least 15 days in advance.
Beyond the cancellation window, the DGCA has simplified the process for correcting clerical errors. Airlines are now prohibited from charging for name corrections if the error is reported by the passenger within 24 hours of booking, provided the ticket was purchased directly through the airline’s official website. For tickets booked via travel agents or third-party portals, the regulator has clarified that the primary responsibility for ensuring a timely refund lies with the airlines, who must now complete the refund process within 14 working days.
Additional reforms have been introduced to handle medical emergencies with greater empathy. In instances where a passenger or a family member on the same PNR is hospitalized, airlines are now encouraged to provide either a full refund or a credit shell for future travel. For other health-related cancellations, refunds will be facilitated based on a fitness-to-travel assessment from a DGCA-empanelled Aerospace Medicine specialist. With over 29,000 complaints filed in December 2025 alone—many of which targeted refund delays—these measures mark a critical shift toward protecting the rights of the millions navigating India’s rapidly growing aviation market.
