The 48-Hour Flex Window
A significant enhancement to air passenger rights in India has been rolled out, providing a grace period of 48 hours immediately following ticket purchase
during which travelers can opt to cancel their booking or make changes without incurring any extra fees. This new policy, effective from February 24, is part of the Civil Aviation Requirements (CAR) established by the Directorate General of Civil Aviation (DGCA). It is designed to offer passengers greater flexibility and peace of mind when making travel arrangements. However, this privilege comes with specific stipulations. Primarily, it is exclusively available for tickets booked directly through an airline's official website. Furthermore, the 'Look-in Option' does not apply to flights scheduled to depart within a week for domestic journeys or within fifteen days for international travel from the date the ticket was booked. Should a passenger decide to alter their booking to a different flight, they will be responsible for paying any difference in fare if the new ticket is more expensive. Once this 48-hour period concludes, standard cancellation and amendment charges will revert to applying as per the airline's usual policies.
Name Corrections Made Easy
In a move aimed at simplifying travel documentation for passengers, the aviation regulator has mandated that airlines must not impose any additional charges for correcting a passenger's name, provided the error is reported within 24 hours of the booking being finalized. This clarification is specifically for corrections made on tickets purchased directly from the airline's online platform. This provision directly addresses a common frustration for many travelers who have faced substantial fees for minor typographical errors in their names, which can be critical for flight bookings. By waiving these charges for a limited period post-booking, the DGCA is streamlining the process and alleviating a frequent source of passenger grievances, ensuring that small mistakes do not lead to unexpected expenses or complications.
Refund Accountability Clarified
The DGCA has also established clear guidelines regarding refund responsibilities, particularly for tickets purchased through third-party channels like travel agents or online travel portals. The responsibility for initiating and processing refunds now firmly rests with the airlines themselves, regardless of the booking platform. The regulator emphasizes that travel agents act as representatives of the airlines, and therefore, the onus of refund lies with the carriers. Airlines are now required to ensure that the refund process is completed within fourteen working days. This directive aims to prevent passengers from being caught in lengthy disputes between airlines and intermediaries when seeking their money back, thereby expediting the refund process and enhancing consumer trust in the travel ecosystem.
Medical Emergency Provisions
The revised Civil Aviation Requirements also bring greater clarity to procedures for ticket cancellations prompted by medical emergencies. In situations where a passenger or a family member traveling on the same Passenger Name Record (PNR) is hospitalized during the intended travel dates, airlines are empowered to offer either a full refund or a credit shell for future travel. For other medical circumstances that do not involve hospitalization, the process for refunds will involve an assessment. Passengers will need to provide a fitness-to-travel certificate, which will then be evaluated by the airline's Aerospace Medicine specialist or a medical expert accredited by the DGCA. These amendments are a direct response to an increasing number of complaints lodged by passengers concerning refund issues, highlighting the growing need for more structured and passenger-centric policies in the rapidly expanding Indian aviation market.
