The Directorate General of Civil Aviation (DGCA) has put forward new draft rules that could bring welcome relief to air passengers. The proposed changes include a 48-hour window following a ticket purchase during which travelers can cancel or modify their bookings without incurring extra charges. This initiative is part of a broader effort by the DGCA to tackle persistent issues like delayed refunds and unclear fees that have frustrated many passengers.
Under the proposed ‘look-in’ option, airlines would be required to allow passengers to cancel their tickets free of charge within 48 hours of booking. This flexibility, however, comes with specific conditions. It would primarily apply to tickets booked directly on the airline’s website, and only if the cancellation or modification request is made at least five days before a domestic flight or 15 days before an international flight.
The draft rules also clarify that even when tickets are purchased through third-party agents or online travel portals, the ultimate responsibility for processing refunds within the stipulated 21 days lies with the airlines. This aims to streamline the refund process and hold airlines accountable.
In another customer-friendly proposal, airlines would no longer be allowed to charge for correcting minor spelling errors in passenger names, provided the correction is requested within 24 hours of the booking. This addresses common issues faced by travelers during the booking process.
Furthermore, the DGCA has suggested that airlines should offer refunds or credit shells for cancellations necessitated by medical emergencies. While the move is seen as beneficial for passengers, industry experts are keen to observe its practical implementation and potential impact on airline operations.
The DGCA has opened a feedback window for all stakeholders, with comments being accepted until November 30.