The Directorate General of Civil Aviation (DGCA) on Thursday revised passenger-friendly norms for airline ticket cancellations, changes, and refunds, aiming to make the process simpler and faster.
Under the amended rules, passengers can cancel or change air tickets without paying an additional charge within 48 hours of booking, subject to certain conditions. In addition, the DGCA clarified rules for correcting name errors on tickets.
For tickets booked directly through an airline’s website, passengers can request a correction in the name of the same passenger within 24 hours of booking without any extra charge.
“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 airlines shall ensure that the refund process is completed within 14 working days," the DGCA said.
The revised norms also include provisions for ticket cancellations due to medical emergencies, ensuring airlines handle such requests promptly and transparently.
The amendments to the Civil Aviation Requirements (CAR) on ‘Refund of Airline Tickets to Passengers of Public Transport Undertakings’ come amid rising complaints from passengers about delayed refunds.
The issue gained attention during flight disruptions by IndiGo in December 2025, when the civil aviation ministry had directed the airline to complete refunds within a specified timeline.
