Feedback - CAR Section-3, Series M, Part-II, Refund of Airline Tickets to Passengers of Public Transport Undertaking
✈️ Executive Summary: Refund Clarity & Passenger Trust Submitted by: Nayakanti Prashant, Citizen Advocate – Safe ePay Day Date: 29/11/2025 🎯 Purpose To strengthen transparency, reduce refund delays, and empower passengers in India’s civil aviation ecosystem by enhancing clarity in Free Look-In rules , refund timelines , and Credit Shell practices , supported by a DGCA oversight dashboard . 🔑 Four Pillars of Reform 1. Free Look-In Clarity Problem: Passengers often misunderstand eligibility, leading to disputes and stress. Solution: Standardised ticket wording: Eligible: “This ticket is eligible for the 48-hour Free Look-In window until [Date/Time].” Not Eligible: “This ticket is not eligible for the 48-hour Free Look-In window as the travel date is within 5 days of booking.” Impact: Reduces refund-related queries by 20–25% Protects vulnerable passengers (elderly, f...