New Delhi, February 26 Passengers can now cancel or change air tickets without paying any additional charges within 48 hours of making the bookings, subject to certain conditions, with the aviation watchdog, DGCA, revising the ticket refund norms for airlines.
Coming up with amended norms that are more passenger-friendly, the DGCA also said that airlines should not levy any additional charges for correcting the name 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 a ticket through a travel agent/portal, the 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," said the Directorate General of Civil Aviation (DGCA).
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 came to light 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.
Now, the airlines have been asked to provide a 'Look-in option' for a period of 48 hours to passengers after booking tickets.
"During this period, a passenger can cancel or amend the ticket without any additional charges, except for the normal prevailing fare for the revised flight for which the ticket is sought to be amended."
"This facility shall not be available for a flight whose departure is less than 7 days for domestic flight and 15 days for international flight from booking date when ticket is booked directly through airline website," the regulator said.
Beyond 48 hours of initial booking time, this option would not be available, and the passenger would have to pay the relevant cancellation fees for amendment.
In a significant move, the watchdog said that airlines should not levy any additional charge for correcting the name 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.
According to the DGCA, in the event of ticket cancellations due to a medical emergency, where the passenger or a family member listed on the same PNR gets admitted/hospitalized during the travel period, airlines may provide either a refund or a credit shell.
"For all other situations, refunds will be issued once an opinion on the passenger's fitness to travel certificate is received from an airline's Aerospace Medicine specialist/DGCA empanelled Aerospace Medicine specialist," it said.
In December 2025, scheduled airlines received a total of 29,212 passenger-related complaints, and 7.5 per cent of them were related to refunds. During that month, domestic carriers carried over 1.43 crore passengers, as per DGCA data.
India is one of the world's fastest-growing civil aviation markets, with domestic airlines carrying over 16.69 crore passengers in 2025.
