Air passengers may soon be able to cancel or change their tickets for free within 48 hours of booking, as the aviation regulator DGCA has proposed major changes to ticket refund rules.
The Directorate General of Civil Aviation (DGCA) also said that if a ticket is bought through a travel agent or online portal, the “onus of refund shall lie with the airlines as agents are their appointed representatives.”
Refunds must be completed within 21 working days
The DGCA added that airlines must complete the refund process within 21 working days. These new draft rules are part of proposed changes in the Civil Aviation Requirement (CAR) related to air ticket refunds, which come amid rising complaints and confusion over refund delays.
The draft also says an “airline shall not levy any additional charge for correction in name of the same person when the error is pointed out by the passenger within 24 hours of making the booking, when ticket is booked directly through airline website.”
As per the DGCA, airlines will now have to offer a “Look-in option” – a 48-hour period after booking during which “passengers 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.”
However, this facility will not apply if the booked flight departs within 5 days (for domestic flights) or within 15 days (for international flights) from the date of booking.
“Beyond 48 hours of initial booking time, this option is not available and the passenger has to pay the relevant cancellation fees for amendment,” the DGCA clarified in the draft CAR.
The regulator has also proposed that airlines may issue refunds or provide a credit shell if a passenger cancels their ticket due to a medical emergency.
The DGCA has invited feedback and suggestions on the draft CAR from all stakeholders until November 30.