Consumer Affairs Ministry Addresses Airline Refund Delays

UV INDIA NEWS: India's Consumer Affairs Ministry is entering the civil aviation sector to tackle the persistent issue of delayed refunds for air passengers. Many travellers with valid refund claims face challenges in reclaiming their money due to the complexities involving airlines and ticketing agencies. To address this, the ministry aims to hold airlines accountable and enforce penalties under the Consumer Protection Act 2019.

Previously, the Central Consumer Protection Authority (CCPA) facilitated refunds totalling ₹1,453 crores on air tickets booked through various travel aggregators, including Yatra, MakeMyTrip, Clear Trip, MakeMyTrip, Ixigo, and Thomas Cook.

The ministry is planning discussions with the Directorate General of Civil Aviation (DGCA) and the Ministry of Civil Aviation to expedite the refund process. According to DGCA guidelines, airlines must issue refunds within seven working days for tickets purchased using credit or debit cards and within 30 working days for cash transactions.

This move follows mounting complaints about delayed refunds, which were brought to the ministry's attention through the National Consumer Helpline, a government platform that assists consumers in resolving grievances.

Passengers can also file complaints through Air Sewa, an online platform managed by the Ministry of Civil Aviation. While the specific number of complaints against airlines was not disclosed, officials indicated that the issue was significant.