Medical Emergency

The Directorate General of Civil Aviation (DGCA) has issued draft guidelines introducing new norms for airline ticket refunds and facilities for differently abled passengers. Under the proposed regulations, passengers who cancel their flight due to a medical emergency will be eligible for a full refund or a credit note, marking a significant consumer-friendly reform in air travel policies. The aviation regulator has also clarified that airlines will bear direct responsibility for processing refunds, even for tickets booked through travel agents or online portals, since these intermediaries act as the airline’s representatives. Refunds must be completed within 21 working days, as per the draft titled “Refund of Airline Tickets to Passengers of Public Transport Undertakings.” Public feedback on these proposals is open until November 30, 2025. In another passenger-friendly change, the DGCA has suggested extending the free ticket amendment window from 24 hours to 48 hours, provided the modification is made at least five days before a domestic flight or 15 days before an international flight. This replaces the earlier seven-day uniform rule for all routes. Separately, the DGCA has finalized updated norms to improve the air travel experience for differently abled passengers. Airlines may now charge able-bodied passengers who request wheelchair assistance, ensuring the limited supply remains available to those who genuinely need it. Airports will also face stricter obligations — they must provide ambulifts for passengers using wheelchairs and, where unavailable, towable ramps or stepladders as alternatives. Disability rights advocates, however, have criticized the latter provision as a step backward. Furthermore, airports are required to ensure clear signage, designated cab drop-off zones, and adequate staff to assist differently abled travellers. They are also encouraged to introduce digital navigation maps to enhance accessibility and independence for such passengers. Source: The Hindu