The Directorate General of Civil Aviation (DGCA) has issued a revised Civil Aviation Requirement (CAR), effective immediately, introducing stricter timelines and clearer accountability for airlines operating domestic as well as international flights to and from India.
Under the updated regulations, airlines are prohibited from levying additional charges for correcting a passenger’s name, provided the correction pertains to the same traveller and is reported within 24 hours of booking when the ticket has been purchased directly through the airline’s official website.
The revised CAR also lays down firm refund timelines. Airlines must process refunds for credit card bookings within seven days, ensuring the amount is credited back to the original cardholder’s account. For tickets purchased in cash, refunds must be made immediately at the airline’s office from where the booking was made. In cases where tickets are booked through travel agents or online portals, the airline remains ultimately responsible for ensuring that refunds are completed within 14 working days.
Additionally, passengers are entitled to a 48-hour “look-in option” after booking, allowing them to cancel or amend tickets without incurring cancellation charges, except for applicable fare differences. However, this provision will not apply to flights scheduled to depart within seven days in the case of domestic travel and 15 days for international departures.
The circular further mandates greater transparency in fare rules. Airlines are required to clearly display cancellation charges and provide a detailed refund breakdown. Importantly, cancellation fees cannot exceed the sum of the basic fare and fuel surcharge. All statutory taxes and airport charges must be refunded, even in the case of tickets sold as non-refundable.
The revised framework is aimed at strengthening passenger rights, enhancing transparency, and ensuring uniform compliance across carriers operating in the Indian aviation market.
