Significant Changes in Airline Ticket Refund Policies Announced by DGCA
Exciting News for Air Travelers
Air travelers have received encouraging news as the Directorate General of Civil Aviation (DGCA) has made historic amendments to the rules regarding ticket refunds and booking modifications. Under the new regulations, passengers will no longer incur any additional charges for changing or canceling their tickets within the first 48 hours of booking.
Introducing the 'Look-In Option': What’s Special for Passengers?
The DGCA has updated the Civil Aviation Requirements (CAR), instructing airlines to offer passengers a 'look-in option' for 48 hours post-booking. The DGCA stated, "When tickets are purchased through travel agents or portals, the responsibility for refunds lies with the airlines, as agents act as their appointed representatives. Airlines must ensure that the refund process is completed within 14 working days."
Changes in Cancellation Rules Due to Medical Emergencies
Additionally, the rules for canceling tickets due to medical emergencies have been revised. The changes in CAR regarding refunds for airline tickets for public transport passengers were prompted by a rise in complaints about delayed refunds. In December 2025, issues surrounding ticket refunds arose during a disruption on an Indigo flight, leading the Civil Aviation Ministry to direct the airline to complete refunds within a specified timeframe. The updated CAR was released on February 24.
Details of the New 'Look-In Option'
Airlines are now required to provide passengers with a 48-hour 'look-in option' after booking. "During this period, passengers can cancel or change their tickets without incurring any extra charges, except for the normal fare of the revised flight for which the ticket change is requested."
Limitations of the New Policy
The regulator noted that this facility will not be available for flights booked less than 7 days before domestic flights and 15 days before international flights when booked directly through the airline's website. After the initial 48-hour booking window, this option will no longer be available, and passengers will need to pay the applicable cancellation fees for changes.
No Extra Charges for Name Corrections
In a significant move, the regulator stated that airlines should not impose any extra charges for corrections made by the same individual within 24 hours of booking, provided the ticket was booked directly through the airline's website.
Refunds for Medical Emergencies
According to the DGCA, in cases where a ticket is canceled due to a medical emergency involving the passenger or a family member listed on the same PNR being hospitalized during travel, airlines may issue a refund or credit shell.
Further Clarifications on Refunds
"For all other cases, refunds will be issued after obtaining a certificate of travel eligibility from the airline's aerospace medicine specialist or a panel specialist from the DGCA," it stated.
Rising Complaints and Passenger Statistics
In December 2025, scheduled airlines received a total of 29,212 complaints related to passengers, with 7.5 percent concerning refunds. According to DGCA data, domestic airlines transported over 14.3 million passengers that month. India is among the fastest-growing civil aviation markets globally, with domestic airlines carrying more than 166.9 million passengers in 2025.