Feedback - CAR Section-3, Series M, Part-II, Refund of Airline Tickets to Passengers of Public Transport Undertaking

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✈️ 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, first-time flyers)
    • Builds trust through clarity

2. Credit Shell Evolution

  • Mandatory visibility: Balance, expiry date, usage rules displayed clearly.
  • Expired balances: Redirected to PM Relief Fund, turning small amounts into national good.
  • Passenger benefit: Predictability, reassurance, and transparency.
  • Airline benefit: Reduced liability, improved goodwill.

3. Unified, Interoperable Credit Shell (UPI Analogy)

  • Current issue: Airline-restricted shells frustrate passengers.
  • Proposal:
    • Aadhaar/Mobile-linked traveller account
    • Central Aviation Settlement Layer (NPCI-style)
    • Cross-airline redemption of balances
  • Impact:
    • Flexibility during disruptions
    • Freedom to choose any airline
    • Humane, predictable refund experience

4. DGCA Refund Visibility Dashboard

  • API-driven oversight tool with panels for:
    • Daily summary (bookings, cancellations, refunds)
    • Refund ageing heatmap
    • Channel performance (airline vs OTA vs agent)
    • Credit Shell lifecycle (issued, redeemed, expired)
  • Regulatory advantage: Faster anomaly detection, reduced grievance volume, enhanced accountability.

⏱️ Updated Refund Timelines

Scenario

Current

Proposed

Rationale

Credit Card Refunds

7 days

4 days

Digital rails support near-instant settlements

Cash Refunds

Immediate

Immediate

Already aligned

OTA/Agent Refunds

21 days

12 days

Automated reconciliation feasible


 

 

📅 Rollout Plan

  • Phase 1 (0–3 months): Free Look-In standardisation, refund timeline update, dashboard API draft
  • Phase 2 (3–6 months): Dashboard pilot, Unified Credit Shell feasibility study
  • Phase 3 (6–12 months): Dashboard rollout, optional Unified Credit Shell adoption, stakeholder consultations

✨ Closing Principle


Clarity protects. Transparency empowers. Safety follows.
India’s aviation ecosystem is ready for a quiet leap — not complex reform, but clarity, speed, and trust delivered simply.

Nayakanti Prashant

Citizen Advocate – Safe ePay Day

Ph: 9611199288

Know more about me @

Declaring April 11 as Safe ePay Day — read all appeals:
movethebarrier.blogspot.com/April11

3️⃣ LinkedIn Profile

 

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