DGCA enforces flight ticket refund norms as consumer complaints surge
This story was originally published at 20:15 IST on 26 February 2026
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NEW DELHI – The Directorate General of Civil Aviation on Thursday issued new norms to airlines and their agents on dealing with ticket cancellations and refunds amid a rise in consumer complaints on the delay in refund of unused tickets, the amount refunded in such cases, and the related policies. "While the Government is committed not to interfere in the commercial practices of the airlines, the volume of the complaints necessitates some affirmative action to safeguard the interest of the traveling public," the regulator said in the order dated Tuesday. The new rules will be effective Mar. 26.
The regulator said that airlines must provide flyers a "look-in option" for 48 hours after the booking is made. Flyers will be allowed to cancel or amend their tickets without incurring an extra fee, except for the normal prevailing fare of the revised flight, but only for up to 48 hours after their booking. This rule shall not apply if the flight is set to depart in less than seven days in case of domestic flights and 15 days in case of international flights, when such a booking is made directly through the website of an airline.
The aviation watchdog called for cancellation charges to be prominently indicated at the time of booking. "Under no circumstances, the airline or its agent shall levy cancellation charge more than the basic fare plus fuel surcharge," DGCA said, adding that this would exclude any pre-disclosed charges which are levied by the travel agent. Airlines will not be allowed to charge for any name correction by the flyer if the error is pointed out by the passenger within 24 hours of booking the ticket.
Airlines will have to process the refunds within seven days of cancellation if the booking was made through a credit card and immediately if the booking was made in cash. In case of cancellations, it must be the choice of the flyer whether they want to hold the money due to be refunded in a credit shell, and not that of the airlines, DGCA said.
"The airlines shall refund all statutory taxes and User Development Fee (UDF)/Airport Development Fee (ADF)/Passenger Service Fee (PSF) to the passengers in case of cancellation/non-utilisation of tickets/no show," DGCA said. This includes bookings made under even special and promotional fares.
If the passenger or any family member gets hospitalised during the travel period, the airlines have been asked to refund the fare or provide a credit shell. "For all other situations, refunds will be issued once an opinion on the passenger's fitness to travel certificate is received from an airline's Aerospace Medicine specialist/ DGCA empanelled Aerospace Medicine specialist," DGCA said. End
Reported by Anand JC
Edited by Ashish Shirke
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