NEW DELHI: Air travellers in India may soon have more flexibility and faster access to refunds as the Directorate General of Civil Aviation (DGCA) has proposed new passenger-friendly norms for ticket cancellations and amendments.

The proposed changes, part of the draft Civil Aviation Requirement (CAR), aim to make airline policies more transparent, convenient, and consumer-oriented. The most notable proposal is the introduction of a “Look-in option” that allows passengers to cancel or modify tickets within 48 hours of booking without paying any penalty.

According to the DGCA draft,

“The airline shall provide a ‘Look-in option’ for a period of 48 hours after booking the ticket. During this period, 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 flexibility will not apply to flights scheduled to depart within five days (domestic) or 15 days (international) from the date of booking.

Beyond the 48-hour window, normal cancellation and amendment charges will apply as per airline policy.

Free name correction within 24 hours of booking

In another passenger-centric move, the DGCA has also proposed that airlines must not charge extra for correcting spelling errors in passenger names — as long as the correction is made within 24 hours of booking.

“An airline shall not levy any additional charge for correction in the name of the same person when the error is pointed out by the passenger within 24 hours of making the booking,” the draft states.

This provision would particularly benefit passengers booking directly on an airline’s website, where small typographical errors often result in high amendment fees.

Faster refund timelines defined

The draft CAR also tightens refund timelines to ensure passengers receive their money without undue delay. The DGCA has clearly defined refund deadlines based on payment methods:

  • Credit card payments: Refunds must be processed within seven days.
  • Cash payments: Refunds should be made immediately at the airline’s office.
  • Tickets booked via travel agents or online portals: The onus of refund lies with the airline, which must complete the process within 21 working days.

This clause makes it clear that travel agents are considered representatives of the airlines, and therefore, passengers should not be caught in disputes between intermediaries and carriers.

Special cases: Refunds for medical emergencies

The DGCA draft also proposes a compassionate provision for passengers who cancel due to medical emergencies. Airlines may either issue a full refund or offer a credit shell that can be used for future travel, subject to verification and airline discretion.

Consultation period open until 30 November

The DGCA has invited feedback from airlines, passenger groups, and other stakeholders until 30 November 2025. Once reviewed, the regulator is expected to finalise and notify the new CAR, which would replace the existing cancellation and refund guidelines.

If implemented, the new framework could significantly improve passenger experience, reduce disputes over refunds, and bring Indian aviation regulations closer to global best practices.

Industry observers say the move could also encourage more passengers to book directly through airline websites rather than third-party portals, as the “Look-in” and name correction benefits apply primarily to direct bookings.

The proposed regulations come amid a broader push by the Civil Aviation Ministry to ensure greater transparency, fairness, and accountability in India’s rapidly expanding air travel sector.