New Delhi : The Ministry of Civil Aviation (MoCA) has directed IndiGo to immediately clear all pending passenger refunds linked to cancelled or disrupted flights. As per the directive, the refund process must be completed no later than 8:00 PM on Sunday, 7 December 2025. Airlines have also been instructed to waive rescheduling charges for affected travelers. The Ministry has warned that any delay or non‑compliance will trigger swift regulatory action.
Dedicated Refund and Support Cells
To streamline grievance handling, IndiGo has been ordered to establish special passenger support and refund facilitation cells. These units are tasked with proactively reaching out to impacted passengers, ensuring refunds and alternative travel arrangements are processed without repeated follow‑ups. Automatic refund systems will remain active until operations return to normal.
Baggage Delivery Assurance
MoCA has also emphasized baggage handling. IndiGo must trace and deliver all luggage separated from passengers due to cancellations or delays within 48 hours. Airlines are required to provide clear communication on tracking and delivery timelines, along with compensation where applicable under passenger rights regulations.
Zero‑Inconvenience Policy
The Ministry reaffirmed its commitment to protecting passenger rights during this disruption. It is working in close coordination with airlines, airports, security agencies, and other stakeholders to ensure smooth facilitation, particularly for senior citizens, differently‑abled passengers, students, and patients requiring urgent travel. Oversight mechanisms have been strengthened, and MoCA remains focused on restoring full operational normalcy at the earliest.
