Free cancellation: DGCA allows 48-hour ‘look-in’ window for all flight bookings

New Delhi: India’s aviation regulator has introduced a more passenger-centric refund policy, allowing travellers to cancel or modify flight bookings within 48 hours without penalty, provided certain conditions are met.

The Directorate General of Civil Aviation (DGCA) issued the revised Civil Aviation Requirements (CAR) on Feb. 24, aiming to address a surge in grievances regarding delayed reimbursements. The update comes in the wake of significant travel disruptions in late 2025, which prompted the civil aviation ministry to demand stricter timelines for returning passenger funds.

The 48-Hour 'Look-In' Window

Under the new guidelines, passengers who book tickets directly through an airline’s website can opt for a "look-in" period. During the first 48 hours after purchase, they may cancel the booking or amend the flight details without incurring any additional service charges or cancellation fees.

However, the DGCA noted that this flexibility is subject to specific lead-time requirements:

• Domestic Flights: The booking must be made at least five days before the scheduled departure.
• International Flights: The booking must be made at least 15 days before the scheduled departure.

Name Corrections and Agent Accountability

In another significant win for flyers, the regulator mandated that airlines must not charge for correcting typographical errors in a passenger's name. This waiver applies if the error is reported within 24 hours of booking, provided the ticket was purchased directly on the airline's official portal.

The DGCA also moved to simplify the often-convoluted refund process for tickets bought via third-party travel agents or online portals.

"In case of purchase of ticket through travel agent/portal, onus of refund shall lie with the airlines as agents are their appointed representatives," the regulator stated. The DGCA further shortened the mandatory refund window, directing airlines to ensure all such payments are completed within 14 working days.

Emergency and Medical Provisions

The updated CAR also includes revised protocols for cancellations triggered by medical emergencies. While specific documentation will still be required, the new rules encourage airlines to offer either a full refund or a credit shell for future travel when a passenger is unable to fly due to a documented health crisis.

The move is expected to bring India’s aviation sector closer to international consumer protection standards followed in Europe and the United States, where "cooling-off" periods are standard industry practice.

With inputs from PTI