Civil aviation ministry directs IndiGo to clear all pending passenger refunds without delay

The Ministry of Civil Aviation has instructed IndiGo to process all outstanding passenger refunds promptly. It has also required that refunds for all cancelled or disrupted flights be completed by 8:00 PM on Sunday, December 7, 2025. Airlines are further advised not to charge any rescheduling fees for travellers affected by cancellations. The Ministry emphasised that any delays or failure to comply with refund procedures will result in immediate regulatory action, according to the PIB press release.

To ensure seamless grievance redressal, IndiGo has been instructed to establish dedicated passenger support and refund facilitation teams. These teams have been assigned to proactively contact affected passengers and ensure refunds and alternative travel arrangements are processed efficiently, without the need for multiple follow-ups. The automatic refund system will remain active until operations are fully stabilised.

The Ministry has instructed IndiGo to ensure that all baggage separated from passengers due to cancellations or delays is traced and delivered to the passenger’s residential or preferred address within 48 hours. Airlines are also advised to communicate clearly with passengers about tracking and delivery timelines and to provide compensation when required under current passenger rights regulations.

The Ministry of Civil Aviation continues to coordinate with airlines, airports, security agencies, and all operational stakeholders to ensure that passenger rights are fully protected during this period of disruption. Oversight mechanisms have been strengthened to guarantee proper facilitation for senior citizens, differently-abled passengers, students, patients, and all those needing urgent travel. The Ministry continues to monitor the recovery process closely and remains fully committed to restoring full operational normalcy as soon as possible, according to the press release.

An IndiGo spokesperson also noted that the objective of these meetings and exchanges is to address, as quickly as practically possible, the hardships suffered by our customers and other stakeholders, while also restoring operational integrity across the airline’s network.

According to the IndiGo press note, the board is also working to ensure refunds and fee waivers are processed efficiently for affected customers. The spokesperson further stated, “The Board of Directors is doing everything possible to address the challenges faced by our customers.”