The Directorate General of Civil Aviation (DGCA) has released a draft of new rules that allow passengers to cancel or change their tickets within 48 hours without any fees. Refunds or credit cards will be available in case of medical emergencies, and there will be no charge for name corrections. Learn more.
The Directorate General of Civil Aviation (DGCA) on Monday issued new draft rules that provide several relief to air travelers. It states that passengers should be able to cancel or revise their tickets within 48 hours of booking without any additional charges.
The DGCA has also clarified that regardless of whether the ticket was purchased from a third-party vendor, the airline will ultimately be responsible for the refund, which must be processed within 21 days.
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Proposal to change refund rules
The DGCA has proposed this in light of passenger complaints and delays in refunds. This draft, an amendment to the Civil Aviation Requirements, has been uploaded to the DGCA website. The regulator has sought feedback from all stakeholders by November 30.
Free cancellation within 48 hours
According to the draft, airlines must provide passengers with a “look-in” option, allowing them to cancel or change their tickets within 48 hours of purchase, free of charge. This feature applies only to tickets booked directly through the airline’s website, and must be booked at least five days in advance for domestic flights and 15 days in advance for international flights.
During this period, passengers will be able to cancel or revise their tickets without penalty. However, if the fare for the new flight is higher, they will have to pay the refund.
Airline is also responsible for agent bookings
The draft states that if the ticket is booked through a travel agent or online portal, the responsibility for the refund will still be of the airline as the agents will be considered their authorised representatives.
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There is no charge for correcting name errors.
The DGCA has also proposed that if a passenger discovers a misspelling in their name within 24 hours of booking, airlines should not charge any additional fee for the correction. This feature will only apply if the ticket is booked directly through the airline’s website.
Refund or credit shell on medical emergency
The draft also adds that if a passenger cancels a ticket due to a medical emergency, the airline can refund the fare or offer a credit shell of the same amount.
Jitendra Bhargava, former executive director of Air India, said, “Such steps for passenger convenience are welcome. However, it remains to be seen how practical these rules are and whether they will harm airlines.”
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