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Airlines Must Offer 48-Hour Free Flight Changes
26 Feb
Summary
- Passengers can cancel or amend tickets within 48 hours of booking for free.
- Refunds for credit card bookings must be processed within seven days.
- Airlines must refund statutory taxes and fees even for non-refundable tickets.
India's aviation safety regulator has introduced a significant 'Look-in option' for air travelers, enabling ticket cancellations or amendments without additional charges within 48 hours of the initial booking. This new Civil Aviation Requirement (CAR) addresses numerous passenger complaints regarding delayed refunds and restrictive airline policies.
Under the 'Look-in' provision, passengers can modify or cancel domestic tickets booked at least seven days in advance and international tickets booked 15 days prior to departure through airline websites. Beyond this initial flexibility, the CAR sets rigorous timelines for refunds. Credit card payments require refunds within seven days, while cash transactions must be refunded immediately.
For tickets purchased through travel agents or portals, airlines are responsible for ensuring refunds within 14 working days. The regulator also clarified that 'Credit Shells' are now optional for passengers, not a default airline practice. Airlines must refund all statutory taxes, User Development Fees, Airport Development Fees, and Passenger Service Fees, even for non-utilized or non-refundable 'no show' tickets.
Cancellation charges must be clearly displayed at booking and cannot exceed the basic fare plus fuel surcharge. Airlines are barred from levying additional charges for refund processing or name corrections within 24 hours of booking. In cases of medical emergencies, refunds or credit shells may be provided, with other medical situations requiring an opinion from a DGCA-empanelled specialist.
