DGCA revises ticket refund rules: Airlines must allow free cancellation within 48 Hours, refunds in 14 days

Passengers can now cancel or change air tickets without paying an additional charge within 48 hours of booking, subject to certain conditions, with the aviation watchdog Directorate General of Civil Aviation (DGCA) revising the ticket refund norms for airlines.

Coming out with the amended norms that are more passenger-friendly, DGCA also said that airlines should not levy any additional charge for correction in the name of the same person when the error is pointed out by the passenger within 24 hours of making the booking, when the ticket is booked directly through the airline's website.

"In case of purchase of ticket through travel agent/portal, onus of refund shall lie with the airlines as agents are their appointed representatives. The airlines shall ensure that the refund process is completed within 14 working days," the Directorate General of Civil Aviation (DGCA) said.

Besides, there are changes with respect to norms for ticket cancellations due to a medical emergency faced by the passenger.

The amendments to the Civil Aviation Requirements (CAR) for 'Refund of Airline Tickets to Passengers of Public Transport Undertakings' come against the backdrop of the rising passenger complaints about not receiving refunds on time. The ticket refund issue also got highlighted during the IndiGo flight disruptions in December 2025, and at that time, the civil aviation ministry had directed the airline to complete the refunds within a specified timeline.

The revised CAR was issued on February 24.

The move assumes significance at a time when India’s domestic aviation market is witnessing sustained growth in passenger traffic, driven by network expansion and competitive pricing. As more first-time flyers enter the system and digital bookings through airline websites and online travel portals rise sharply, refund-related grievances have emerged as one of the most common complaints flagged with the regulator.

Under the earlier framework, passengers often faced ambiguity over refund timelines, especially when tickets were booked through intermediaries. Airlines and travel portals at times passed on responsibility to each other, resulting in delays and customer dissatisfaction. The updated norms seek to plug such gaps by clearly fixing accountability on carriers and prescribing defined timelines.

The latest revision is part of a broader effort by the regulator to streamline consumer protection measures in civil aviation. In recent years, the DGCA has periodically updated the Civil Aviation Requirements to address issues ranging from denied boarding and flight cancellations to compensation and facilitation during delays. (With inputs from PTI)