The Ministry of Civil Aviation has directed IndiGo to immediately clear all pending passenger refunds linked to cancelled and disrupted flights arising from the ongoing operational crisis.
According to the directive issued on Saturday, the airline must complete the refund process for all affected passengers by 8:00 PM on Sunday, December 7, 2025.
Airlines have further been instructed not to impose any rescheduling charges on passengers whose travel plans were impacted.
The Ministry has warned that any delay or non-compliance in processing refunds will attract immediate regulatory action.
Passenger Support and Refund Cell
To streamline grievance redressal, IndiGo has been asked to establish dedicated passenger support and refund facilitation cells. These units will proactively reach out to affected passengers to process refunds and alternative travel arrangements, reducing the need for repeated follow-ups. The automatic refund mechanism will continue to remain operational until services are fully stabilised.
Baggage Delivery Within 48 Hours
The Ministry has also issued fresh directives on baggage handling. IndiGo must ensure that all baggage separated from passengers due to cancellations or delays is tracked and delivered to their home or chosen address within 48 hours. The airline has been told to maintain transparent communication on tracking and delivery timelines and extend compensation where mandated under passenger rights rules.
Priority Support and Monitoring
Reinforced oversight systems are in place to ensure the rights of passengers are safeguarded during the disruption period. Special facilitation has been mandated for senior citizens, persons with disabilities, students, medical travellers and others requiring priority assistance. The Ministry remains in continuous coordination with airports, airlines and other operational agencies, closely monitoring recovery efforts with the aim of restoring full operational normalcy at the earliest.
