Srinagar, Feb 26 :
The Directorate General of Civil Aviation (DGCA) has issued revised Civil Aviation Requirements (CAR) laying down minimum benchmarks for refund of airline tickets, aiming to address growing passenger grievances over delays and deductions.
As per news agency Kashmir News Corner — KNC, The revised guidelines, issued under Section 3, Air Transport, Series ‘M’, Part II dated February 24, 2026, will come into effect from March 26, 2026. The move follows mounting complaints regarding delayed refunds, non-transparent deductions, and the practice of adjusting cancelled ticket amounts against future bookings.
As per the fresh norms, airlines must process refunds for credit card payments within seven days of cancellation directly to the cardholder’s account. For cash transactions, refunds must be made immediately from the airline office where the ticket was purchased.
In cases where tickets are booked through travel agents or online portals, the responsibility of refund will lie with the airline, which must ensure completion of the refund process within 14 working days.
The DGCA has further directed that all statutory taxes, including User Development Fee (UDF), Airport Development Fee (ADF), and Passenger Service Fee (PSF), must be refunded in cases of cancellation, non-utilisation, or no-show, irrespective of whether the basic fare is refundable or part of a promotional offer.
A significant provision in the revised CAR introduces a 48-hour “Look-in option” after booking, allowing passengers to cancel or amend tickets without additional charges, subject to certain conditions. This facility will not apply to domestic flights departing within seven days of booking or international flights departing within 15 days.
The guidelines also clarify that holding the refund amount in a credit shell will be the passenger’s prerogative and cannot be imposed by default by the airline.
Airlines have been directed to clearly indicate refund amounts and break-ups at the time of booking, prominently display cancellation charges, and ensure that cancellation fees do not exceed the basic fare plus fuel surcharge, excluding fully disclosed agent charges.
The DGCA said the revised framework has been issued in public interest under Rule 133A of the Aircraft Rules to safeguard the rights of passengers while maintaining non-interference in the commercial practices of airlines. — (KNC)