NEW DELHI — In a major move to address rising consumer grievances, India’s aviation watchdog, the Directorate General of Civil Aviation (DGCA), has officially revised ticket refund norms, allowing passengers to cancel or amend flight bookings without additional charges within 48 hours. The amended Civil Aviation Requirements (CAR), issued on February 24, 2026, aim to provide greater flexibility and transparency, particularly following significant flight disruptions seen across the industry in late 2025.
Under the new “Look-in option,” passengers can cancel or change their tickets free of charge for a period of 48 hours after the initial booking. While the cancellation fee is waived, passengers amending their tickets will still be responsible for any fare difference for the new flight. However, this facility comes with specific conditions: it is only available for domestic flights booked at least 7 days before departure and international flights booked at least 15 days in advance.
The regulator has also addressed common clerical errors, mandating that airlines should not levy charges for name corrections if the error is pointed out within 24 hours of booking, provided the ticket was purchased directly through the airline’s website. Furthermore, in cases where tickets are booked via travel agents or portals, the DGCA has clarified that the onus of the refund lies strictly with the airlines, who must ensure the process is completed within 14 working days.
Significant changes have also been introduced regarding medical emergencies. If a passenger or a family member on the same PNR is hospitalised during the travel period, airlines are now encouraged to provide either a full refund or a credit shell. For other medical situations, refunds will be processed based on the opinion of a DGCA-empanelled Aerospace Medicine specialist regarding the passenger’s fitness to travel.
These reforms follow a surge in passenger complaints, with December 2025 alone seeing over 29,000 grievances, 7.5% of which were related to refund delays. As India’s domestic aviation market continues its rapid growth—carrying over 16.69 crore passengers in 2025—the DGCA’s latest intervention is seen as a critical step in balancing the interests of airlines with the rights of the travelling public.
