- IndiGo told to process all pending refunds by 8 PM on 7 December
- Airline barred from charging rescheduling fees for affected passengers
- Special refund cells to contact passengers proactively
- Baggage tracing and delivery mandated within 48 hours
GG News Bureau
New Delhi, 6th Dec: The Ministry of Civil Aviation on Saturday directed IndiGo to clear all pending passenger refunds arising from recent flight cancellations and disruptions, setting a strict deadline of 8 PM on Sunday, 7 December 2025. The Ministry also instructed that no rescheduling charges be levied on passengers whose travel plans were affected.
The Ministry warned that any delay or non-compliance in refund processing would attract immediate regulatory action.
To streamline grievance redressal, IndiGo has been ordered to establish dedicated passenger support and refund facilitation cells. These units must proactively reach out to affected passengers, process refunds, and arrange alternative travel without requiring repeated follow-ups. The automatic refund system will remain active until full operational stability is restored.
The Ministry further directed IndiGo to ensure proper handling of baggage separated from passengers due to disruptions. All such baggage must be traced and delivered to the passenger’s residence or chosen address within 48 hours. Airlines have been instructed to maintain transparent communication regarding tracking and delivery timelines and provide compensation as per passenger rights norms.
Reiterating its “zero-inconvenience” approach, the Ministry said it continues to coordinate with airlines, airports, security agencies and operational stakeholders to safeguard passenger rights during the ongoing crisis. Special oversight measures remain in place to ensure proper facilitation for senior citizens, differently-abled passengers, students, patients and others with urgent travel needs.
The Ministry affirmed that it is closely monitoring the recovery process and remains committed to restoring full operational normalcy at the earliest.
