India’s air passengers may soon win major new protections, thanks to draft rules proposed by the Directorate General of Civil Aviation (DGCA). After widespread complaints about airline refund delays, penalty charges, and unclear compensation, the DGCA is looking to bring transparency, fairness, and real recourse to consumer air travel.
Background: Growing Passenger Frustration
For years, Indian flyers have endured last-minute schedule changes, opaque refund practices, and hefty fees for cancelling or modifying tickets. A surge in travel complaints and highly publicized incidents of passengers stranded or denied compensation pushed the DGCA to act. Officials say the surge in grievances left little choice but to intervene in an area they have, until now, largely left to market forces.
Key DGCA Draft Proposals
48-Hour Free Look Period:
The DGCA has proposed that passengers be allowed to cancel or modify their flight tickets for any reason—at no cost—within 48 hours of booking. This “look-in” or “free look” window gives flyers the time to correct booking errors, compare fares, or change plans without penalty.
Clearer Refund Rules:
Airlines will be explicitly required to state their refund timelines and procedures, both on their websites and booking interfaces, ending confusion over passenger rights when flights are delayed or cancelled.
Improved Compensation for Delays/Cancellations:
Airlines must proactively inform passengers of cancellations or major schedule changes at least two weeks in advance. For changes made within two weeks of departure, travelers must get a full refund or a free rescheduling option. New compensation guidelines—if finalized—could see higher payouts for long delays, though specific amounts are still under review.
Grievance Redressal:
The DGCA aims to streamline the passenger complaint process, ensuring more timely and effective responses from airlines.
What’s Next and What This Means for Flyers
If these rules are implemented, Indian air travelers will gain flexibility and peace of mind—saving money on accidental bookings and having clearer pathways for refunds and complaints. The proposed norms are out for public feedback until November 30, after which the DGCA will finalize the regulations.
Airlines, meanwhile, have voiced concerns over added compliance costs and operational complexity, especially for low-cost carriers. However, analysts note that stronger consumer protection could also build long-term passenger trust in aviation.
