DGCA Introduces New 48-Hour Free Cancellation Window for Airline Passengers
Air travelers in India have received significant consumer protection enhancements with the Directorate General of Civil Aviation (DGCA) implementing revised refund regulations. The updated Civil Aviation Requirements (CAR) regarding "Refund of Airline Tickets to Passengers of Public Transport Undertakings" took effect on February 24, introducing a mandatory 48-hour "Look-in option" for ticket modifications.
The 48-Hour "Look-in Option": Key Provisions and Conditions
Under the newly established framework, airlines operating in India must provide passengers with a 48-hour window following ticket booking during which they can cancel or modify their reservations without incurring any additional charges. This regulatory change represents a substantial improvement in passenger rights within one of the world's fastest-growing aviation markets.
However, this benefit comes with specific conditions that passengers must understand:
- The 48-hour free cancellation service is exclusively available for tickets purchased directly through the airline's official website
- The option does not apply to flights scheduled to depart within seven days for domestic routes or fifteen days for international routes from the booking date
- Passengers opting to change their tickets must still pay any fare difference if the new flight is more expensive
- Standard cancellation and amendment charges will apply once the 48-hour window has expired
Additional Consumer-Friendly Measures
In another progressive move, the DGCA has clarified that airlines cannot impose additional charges for correcting passenger names within 24 hours of booking, provided the ticket was purchased directly through the airline's website. This addresses a longstanding grievance where minor spelling errors often resulted in disproportionately high correction fees.
The regulator has also established clear accountability for refund processing, stating that when tickets are purchased through travel agents or online portals, the ultimate responsibility for issuing refunds rests with the airlines themselves. "In case of purchase of ticket through travel agent/portal, onus of refund shall lie with the airlines as agents are their appointed representatives," the DGCA specified, adding that airlines must complete refund processes within 14 working days.
Medical Emergency Provisions and Industry Context
The revised CAR introduces greater clarity regarding ticket cancellations due to medical emergencies. When a passenger or family member listed on the same Passenger Name Record (PNR) requires hospitalization during the travel period, airlines may offer either a full refund or a credit shell for future travel.
For other medical situations, refunds will be processed following assessment of the passenger's fitness-to-travel certificate by either the airline's Aerospace Medicine specialist or a DGCA-empanelled medical professional.
These regulatory amendments arrive against the backdrop of increasing passenger complaints regarding refund processing. Refund issues gained particular attention during disruptions to IndiGo flights in December 2025, when the civil aviation ministry directed the airline to complete pending refunds within specified timeframes.
India's aviation sector continues to demonstrate remarkable growth, with domestic airlines transporting over 1.43 crore passengers in December 2025 alone and more than 16.69 crore passengers throughout the entire year, according to official DGCA data. The new regulations aim to enhance consumer confidence and streamline dispute resolution mechanisms within this expanding market.
