Winning Bizness Desk
Mumbai.The Directorate General of Civil Aviation has revised refund and cancellation norms for air tickets, offering a significant relief to passengers. Under the new rules, travellers who cancel or modify their tickets within 48 hours of booking will be entitled to a full refund without any extra charge, subject to certain conditions. The move comes amid rising complaints over delayed refunds and operational disruptions, including recent issues involving IndiGo flights in December 2025.
Zero cancellation charge within 48 hours
The biggest relief under the revised Civil Aviation Requirements is the introduction of a zero cancellation charge window. Passengers can now cancel or make changes to their bookings within 48 hours of purchase without paying any cancellation or change fee.
However, this benefit is available only if the ticket has been booked at least seven days prior to the scheduled flight date. If a passenger books a ticket just two or three days before departure, the 48-hour free cancellation facility will not apply. Once the initial 48-hour period ends, the airline’s regular cancellation policy and charges will come into effect.
Refund responsibility and processing timeline
The DGCA has made it clear that the responsibility for issuing refunds rests solely with the airline, even if the ticket was booked through a travel agent or online portals such as MakeMyTrip or Goibibo. Agents are considered representatives of the airline, and carriers cannot shift the burden by claiming that the money is with the intermediary.
Airlines have also been directed to complete the refund process within 14 working days. The regulator has warned that any violation of these norms could attract penalties, reinforcing that the revised rules are aimed at making air travel more passenger friendly.
Medical emergency provisions clarified
The revised framework also addresses refund rules in case of medical emergencies. If a passenger or a family member travelling on the same PNR is hospitalised, the airline must either provide a full refund or offer a credit shell that can be used for future travel.
In other medical situations, the decision will be based on a fitness assessment by an airline’s aerospace medicine specialist or a doctor empanelled with the DGCA. This provision seeks to bring uniformity and transparency in handling emergency-related cancellations.
Why the regulator stepped in
The DGCA said the changes were necessitated by two main factors:
- A steady rise in complaints from passengers regarding non-refund or delayed refund of ticket amounts.
- Disruptions in IndiGo operations in December 2025, which prompted the Ministry of Civil Aviation to tighten oversight and simplify refund procedures.
The revised Civil Aviation Requirements were issued on February 24 and are effective immediately. Officials maintain that the objective is to curb arbitrary practices and ensure accountability among airlines.
Fare difference and post-48-hour rules
While cancellation or change fees will not be charged within the 48-hour window, passengers may still have to pay the fare difference if the base fare for the new travel date is higher than the original booking. The exemption applies strictly to cancellation and change charges, not to variations in ticket prices.
Key highlights of the new norms include:
- Full refund if cancelled within 48 hours, provided booking was made seven days before travel.
- Refund to be processed within 14 working days.
- Airline solely responsible for refund, even for agent bookings.
- Medical emergency cases eligible for full refund or credit shell.
- Normal cancellation charges apply after 48 hours.
With these amendments, the DGCA has attempted to balance airline operations with passenger rights, signalling a tougher stance against delays and discretionary refund practices in the aviation sector.
