NEW DELHI : The amended Civil Aviation Requirements (CAR) for “Refund of Airline Tickets to Passengers of Public Transport Undertakings” were issued on February 24, aiming to make airline policies more transparent and passenger-friendly amid rising complaints over delayed refunds.
Under the revised norms, airlines will not be permitted to levy any additional charge for correction of a passenger’s name, provided it is the same individual, if the error is reported within 24 hours of booking. This rule applies to tickets booked directly through an airline’s official website.
The DGCA further clarified that in cases where tickets are purchased through travel agents or online portals, the responsibility of issuing refunds will rest with the airlines. As agents function as appointed representatives of the airlines, the aviation watchdog has directed carriers to ensure that the refund process is completed within 14 working days.
The updated regulations also introduce changes concerning ticket cancellations due to medical emergencies faced by passengers, offering greater flexibility in genuine cases.
The move comes against the backdrop of a surge in passenger grievances over refund delays, an issue that gained national attention during the IndiGo flight disruptions in December 2025. At the time, the civil aviation ministry had instructed the airline to complete refunds within a specified timeline following widespread complaints.