21^st October 2024

To All Members,

Dear Friends,

Sub: Functioning of Online Travel Agents (OTAs) and Sale of Air Tickets through online portal and delays in cancellation refunds.

Attached please find copy of the Ministry of Tourism, Government of India, Office Memorandum no. TT-202/27.2024-TT dated 15.10.2024 on the above subject, which is self-explanatory.

Please click the below link to download Office Memorandum:

https://iato.benchurl.com/c/l?u=11B1D7C6&e=18E7C1F&c=ECC31&t=1&l=8787F04&email=Vsq774UeiOQrOozM0sXd2Z9C9yjpJKuMHP8w6OmRz0w%3D&seq=1

As per the OM from the Ministry of Tourism, OTAs/Travel Agents need to maintain transparency in the cancellation refunds and they should follow the guidelines as under:

1. All the OTAs and Travel Agents selling air tickets through online portal must evolve a SoP for this purpose.
2. SoP should highlight the cancellation policy and timeline for cancellation refunds.
3. SoP should be uploaded and shown prominently on their web portal.
4. The portal should be designed, making it mandatory for the customer to confirm/accept the provisions of SoP.

Members are request to kindly adhere to the guidelines as mentioned above.

With regards,