DGCA Scrutiny: Flipkart 'Invalid' Vietjet Ticket Strands Man Before Christmas

A Delhi passenger's Christmas holiday plans were abruptly halted. He claimed the international flight ticket he bought was invalid. The man alleged that Flipkart sold him an invalid ticket just one day before his trip. The flight was scheduled for December 24 from Delhi to Hanoi, Vietnam, via Vietjet. He shared his ordeal on social media platform X on December 22, 2025.

The Invalid PNR and Blame Game

The passenger reported the airline had no record of his booking. He stated his PNR, N7ADZE, was invalid in the airline's system. He claimed the platform's customer support was unhelpful. The man said he was stuck in a loop of blame. He was caught between Flipkart, its subsidiary Cleartrip, and Vietjet. Each party reportedly blamed the other for the cancellation or improper processing.

Flipkart publicly responded, apologizing for the inconvenience. However, the passenger later shared screenshots of his interaction. These showed he was assisted by an automated chatbot, not a human support agent. He stressed that a chatbot is not a quick resolution.

Broader Regulatory and Industry Impact

This incident highlights the growing risks of third-party flight bookings. Many consumers choose e-commerce sites for attractive discounts. However, they often face issues when problems arise. The lack of accountability among airlines and online travel agents (OTAs) is a major concern. Other users shared similar negative experiences online. They advised against booking flights through the e-commerce giant.

DGCA's Proposed OTA Rules

India’s aviation regulator, the DGCA, is actively addressing these issues. The Directorate General of Civil Aviation (DGCA) has proposed new draft rules. These rules aim to strengthen passenger rights and clarify the refund process.

Key changes in the draft Civil Aviation Requirements (CAR) include:

• Onus of Refund: The DGCA proposes that the airline is responsible for the refund. This is because agents are considered their appointed representatives.
• Refund Timelines: Refunds for tickets booked through OTAs must be completed within 21 working days.
• Look-in Option: A 48-hour window for free cancellation or amendment is proposed. This applies to tickets booked at least 15 days before an international flight. This specific case, booked one day before departure, would not qualify.

The Commercial Aviation News Perspective

Such high-profile cases put pressure on e-commerce platforms. They must ensure their travel booking systems are robust. The incident also shows the importance of verifying the Passenger Name Record (PNR). Passengers should check the PNR directly on the airline's website immediately after booking. Vietjet has previously warned customers about invalid tickets from unauthorized outlets.

For the commercial aviation news sector, this event underscores a systemic problem. The problem is the disconnect between OTAs and airline reservation systems. The DGCA’s proposed rules, if implemented, will force OTAs to re-evaluate their workflow. They will also mandate airlines to take greater financial responsibility for refunds. This is a significant shift in the liability structure for air travel in India. The goal is to reduce passenger complaints and increase transparency.