Delhi: The Directorate General of Civil Aviation (DGCA) has proposed new norms for airline ticket refunds, allowing passengers to receive full reimbursement or a credit note if flights are canceled due to medical emergencies. In addition, airlines will be responsible for processing refunds even when tickets are booked through travel agents or online portals. The regulator has invited comments on the proposals until November 30, 2025.
The draft, titled “Refund of Airline Tickets to Passengers of Public Transport Undertakings, requires airlines to complete refund procedures within 21 working days. Alongside this, the guidelines include adjustments to ticket amendment policies.
Passengers will have up to 48 hours to modify bookings without penalty, provided changes are made at least five days before domestic flights and 15 days before international departures. Previously, adjustments could be made up to seven days before any flight, without distinguishing between domestic and international travel.
The regulator has also addressed accessibility for passengers with mobility challenges. In terms of airline responsibilities, travellers without disabilities may now be charged for wheelchair use, ensuring priority for passengers who rely on such equipment.
Separately, airports are required to upgrade their facilities to assist mobility-impaired passengers. They must ensure ambulifts are available for boarding and disembarking, and provide towable ramps if specialized lifts or aerobridges are unavailable. When no other options exist, stepladders may be used.
Additionally, airports must install clear signage in areas reserved for travellers with mobility limitations, such as vehicle drop-off zones, and assign staff to assist with coordination with carriers. To help passengers navigate the airport efficiently, digital maps are recommended.
Founded in 2016, The Traveller Trails is a print and digital magazine and a trusted source for current news, trends, analysis, opinions, interesting blogs, videos and exclusive interviews from every corner of the world.
