48-Hour Free Look
The Directorate General of Civil Aviation (DGCA) has significantly revised air ticket refund regulations, introducing a 'Look-in option' designed to empower
passengers. For a period of 48 hours following the initial booking, individuals now have the flexibility to cancel or amend their air tickets without incurring any additional charges. This benefit, however, comes with certain stipulations. While cancellation is free of extra fees, any modifications to the flight itself will be subject to the prevailing fare for the revised travel date. Crucially, this 48-hour grace period is not applicable if the domestic flight is scheduled to depart within 7 days of the booking date, or if an international flight is set to depart within 15 days of booking when the ticket was purchased directly through the airline's official website. Beyond this initial 48-hour window, standard cancellation fees will apply for any amendments or cancellations.
Name Correction Ease
Beyond the broader cancellation policy, the DGCA has also addressed specific scenarios to reduce passenger inconvenience. Airlines are now prohibited from levying any extra charges for correcting the name of the same passenger, provided the error is identified and reported within a 24-hour timeframe from the initial booking. This clarification specifically applies to tickets booked directly through the airline's website, ensuring that minor typographical errors do not result in unexpected financial burdens for travelers. This measure aims to streamline the booking process and prevent passengers from facing penalties for minor mistakes that are quickly rectified.
Medical Emergency Provisions
In recognition of unforeseen circumstances, the DGCA has updated cancellation norms for situations involving medical emergencies. Airlines are now required to offer passengers the choice between a full refund or a credit shell if the ticket holder or a family member traveling on the same Passenger Name Record (PNR) is hospitalized during the scheduled travel period. This thoughtful provision acknowledges the challenging nature of medical emergencies and provides a degree of financial flexibility. For other situations where a travel fitness certificate might be required, the DGCA mandates that airlines obtain an opinion from their Aerospace Medicine specialist or a DGCA-empanelled specialist before processing refunds, ensuring a thorough and considered approach to all non-emergency cancellations.
Refund Timelines & Transparency
The revised guidelines also emphasize swift and transparent refund processes. For bookings made via credit card, airlines must process refunds within 7 days of cancellation directly to the cardholder's account. In the case of cash transactions, the refund should be immediate, issued by the airline office where the ticket was originally purchased. For bookings made through travel agents or online portals, while the ultimate responsibility for the refund lies with the airline, the process must be completed within 14 working days. Furthermore, airlines are now mandated to clearly display the exact refund amount on the ticket, a separate form, or their website, ensuring unambiguous communication. Cancellation charges must also be prominently displayed at the time of booking, and under no circumstances can these charges exceed the basic fare plus the fuel surcharge.
Statutory Taxes & Special Cases
A significant aspect of the new regulations is the mandatory refund of all statutory taxes, including User Development Fee (UDF), Airport Development Fee (ADF), and Passenger Service Fee (PSF), upon cancellation, no-show, or non-utilization of the ticket. This applies even to non-refundable or promotional fares, ensuring passengers do not lose these components of their payment. For foreign carriers operating to or from India, refunds will be processed in accordance with their country of origin's regulations, aligning with established international practices. The aforementioned name correction policy within 24 hours for direct bookings and the medical emergency provisions remain key components of these updated passenger rights.
