In a move aimed at enhancing passenger convenience and addressing longstanding grievances about airline refunds, the Directorate General of Civil Aviation (DGCA) has proposed draft rules that would allow air travelers to cancel or amend their bookings within 48 hours of purchase without incurring any additional charges. The draft Civil Aviation Requirements (CAR) was released on Monday, and the regulator has invited feedback from stakeholders until November 30, 2025.

The proposed rules are designed to create a more transparent and passenger-friendly refund and cancellation framework while clarifying the responsibilities of airlines, especially when bookings are made through third-party travel portals. According to the draft document uploaded on the DGCA website, airlines would be required to offer what is being termed a “look-in” option. This option would give passengers the ability to cancel bookings within a 48-hour window after purchase, free from cancellation charges, subject to specific conditions regarding how and when tickets are booked.

Key Features of the Proposed 48-Hour Window

Under the draft rules, passengers who book directly through an airline’s website would be eligible to cancel or amend their tickets within 48 hours of purchase, provided the booking is made at least five days prior to a domestic flight and 15 days before an international flight. During this period, passengers may make changes or cancel their booking without paying additional fees beyond the prevailing fare for the revised flight, if any changes are made.

This provision seeks to accommodate situations where passengers may make mistakes during booking, reconsider travel plans, or discover better options shortly after purchasing a ticket. The move is intended to align Indian aviation regulations with practices in several other countries, where such “grace periods” are already in place.

Airline Responsibility for Refunds

The DGCA draft emphasizes that airlines are ultimately responsible for ensuring timely refunds, even when tickets are booked through third-party travel agents or online portals. The onus of processing the refund will remain with the airline as the primary service provider, even if the booking was made through an intermediary. According to the draft, airlines must ensure that refunds are processed within 21 days of cancellation, thus addressing a common complaint among passengers about delays and unclear refund timelines.

“The draft changes are an important step in increasing transparency and reducing passenger grievances related to refunds and cancellations,” the DGCA noted in the document.

Spelling Corrections and Name Amendments

In addition to the 48-hour “look-in” option, the DGCA has proposed that airlines not levy any fee for correcting spelling errors in passenger names if such corrections are requested within 24 hours of ticket booking. This rule, however, would apply only to bookings made directly through the airline’s website.

This amendment is particularly relevant because minor name discrepancies can often lead to unnecessary inconvenience at the airport, delays during check-in, or even denial of boarding. By removing charges for timely corrections, the DGCA aims to reduce passenger stress and simplify the travel experience.

Medical Emergencies and Ticket Refunds

The draft rules also provide clarity regarding cancellations due to medical emergencies. In such cases, airlines may either refund the ticket or offer a credit shell for future travel. While the guidelines encourage airlines to be flexible in accommodating genuine passenger needs, the draft also acknowledges potential challenges in implementation.

“Anything done for the convenience of passengers should be welcomed, but we need to see how practical it is and whether it puts the airline at a disadvantage,” Jitender Bhargava, former Executive Director of Air India, told media sources. He noted that while the proposed rules are beneficial for passengers, airlines may face operational and financial challenges in complying with strict timelines for refunds and processing amendments.

Addressing Passenger Grievances

Over the past few years, one of the most frequent complaints lodged with the DGCA and consumer forums has been about delayed refunds and unclear charges for cancellations or amendments. Many travelers, especially those booking through online portals, have reported difficulties in receiving timely refunds, often waiting weeks or months to recover their money. The new draft rules are seen as a response to these concerns, aiming to standardize processes and timelines across the industry.

By setting clear expectations—such as the 48-hour cancellation window, a 21-day refund timeline, and waivers for minor name corrections—the DGCA is attempting to strike a balance between passenger convenience and airline operational realities. This regulatory intervention comes at a time when India’s domestic aviation sector has been witnessing steady growth in passenger traffic, increasing the need for transparent and consumer-friendly practices.

Feedback and Next Steps

The DGCA has invited feedback from stakeholders, including airlines, travel agents, and consumer rights groups, until November 30, 2025. Once the comments are reviewed, the regulator will finalize the rules, which could then be incorporated into the Civil Aviation Requirements governing refunds, cancellations, and passenger rights.

If implemented, the proposed 48-hour “look-in” window and related provisions are expected to become a key feature of the Indian aviation industry’s customer service framework. By giving passengers greater control over their bookings and ensuring timely refunds, the DGCA aims to foster trust between travelers and airlines while reducing disputes related to ticket cancellations and amendments.

Industry Reactions and Implications

Industry experts have welcomed the draft proposal but have also highlighted potential challenges. Airlines would need to adjust their booking systems to automatically accommodate the 48-hour window and ensure refunds or amendments are processed within the stipulated time frame. Additionally, travel agents and online portals may need to coordinate closely with airlines to ensure compliance.

“From a passenger perspective, the draft is a positive step. However, practical implementation will be key,” Bhargava added. He emphasized that airlines must balance regulatory compliance with maintaining operational efficiency, particularly during peak travel seasons.

Conclusion

The DGCA’s draft proposal represents a significant shift in India’s civil aviation policy toward prioritizing passenger rights and convenience. By offering a structured 48-hour cancellation and amendment window, waiving fees for timely name corrections, and setting clear refund timelines, the regulator aims to make air travel more transparent and less stressful for passengers.

As stakeholders review and provide feedback on the draft rules, the aviation industry is poised for reforms that could improve customer satisfaction, reduce disputes, and align India’s air travel policies with global best practices. The final rules, once implemented, are expected to provide a robust framework for both domestic and international travelers, ensuring fair treatment and timely redressal of grievances in the increasingly dynamic aviation sector.