DGCA Introduces 48-Hour ‘Look-In Option’, Makes Ticket Refund and Correction Rules More Passenger-Friendly

New Delhi | 27 Feb 2026 In a major relief for air travellers, airlines will now offer a 48-hour “look-in option” after booking a ticket, allowing passengers to cancel or amend their booking without paying any additional charges, except the fare difference. This facility will apply only if the departure date is at least seven days away for domestic flights and 15 days away for international flights. The new passenger-friendly rules have been introduced by the Directorate General of Civil Aviation and came into effect from Thursday. As per the revised norms, airlines must also ensure that refunds are processed within 14 working days. Importantly, airlines will no longer be allowed to charge passengers for correcting a name within 24 hours of booking, provided the ticket is booked directly through the airline’s website. The DGCA clarified that even if a ticket is booked through a travel agent or portal, the responsibility of issuing refunds will rest with the airline. “In case of purchase of ticket through travel agent/portal, onus of refund shall lie with airlines as agents are their appointed representatives. Airlines shall ensure that the refund process is completed within 14 working days,” the amended rules issued by DGCA chief Faiz Ahmed Kidwai state. The regulator has also addressed ticket cancellations due to medical emergencies. According to the new rules, “In the event of ticket cancellations due to a medical emergency, where the passenger or a family member listed on the same PNR gets admitted/hospitalised during the travel period, airlines may provide either a refund or a credit shell.” For other medical cases, refunds will be issued after receiving an opinion on the passenger’s fitness to travel from an airline’s aerospace medicine specialist or a DGCA-empanelled expert. The DGCA has further ruled that airlines “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, when the ticket is booked directly through the airline website”. Explaining the need for these changes, the regulator admitted that “The issue of refund of tickets by airlines has become a major source of grievance among passengers.” Complaints mainly relate to delays in refunds, reduced refund amounts for cancelled tickets, and airlines forcing passengers to reuse the refunded amount within a limited time. While the DGCA said the government does not wish to interfere in airlines’ commercial practices, it noted that repeated discussions with airlines failed to improve the situation. “The matter has been discussed in several meetings with the airlines with no improvement… It is now considered the onus rests with govt to fix some minimum benchmarks as far as the refund policy is concerned,” the regulator said. DGCA Introduces 48-Hour ‘Look-In Option’, Makes Ticket Refund and Correction Rules More Passenger-Friendly Air travellers will now get a major relief as airlines have been directed to offer a 48-hour “look-in option” after ticket booking. During this period, passengers can cancel or modify their tickets without paying any extra charge, apart from the fare difference. This rule will apply only if the travel date is at least seven days away for domestic flights and 15 days away for international flights. The Directorate General of Civil Aviation has also made it mandatory for airlines to complete refunds within 14 working days. Another key change is that airlines can no longer charge passengers for correcting their name within 24 hours of booking, as long as the ticket is booked directly through the airline’s website. The regulator made it clear that even if tickets are booked through agents or travel portals, airlines will be responsible for issuing refunds. The new rules also cover medical emergencies. According to the amended guidelines, “In the event of ticket cancellations due to a medical emergency, where the passenger or a family member listed on the same PNR gets admitted/hospitalised during the travel period, airlines may provide either a refund or a credit shell.” In other medical cases, refunds will be processed after reviewing the passenger’s fitness-to-travel certificate from an authorised medical expert. The DGCA admitted that “The issue of refund of tickets by airlines has become a major source of grievance among passengers.” Complaints include delays in refunds, reduced refund amounts, and forcing passengers to reuse the money within a fixed time. While the government said it does not want to interfere in airline business decisions, it added, “The matter has been discussed in several meetings with the airlines with no improvement… It is now considered the onus rests with govt to fix some minimum benchmarks as far as the refund policy is concerned.”