New Delhi: The Ministry of Civil Aviation (MoCA) has issued strict directions to IndiGo, instructing the airline to immediately clear all pending passenger refunds arising from recent large-scale flight cancellations and disruptions. The Ministry has set an 8:00 PM deadline on Sunday, December 7, 2025, for completion of the entire refund process and warned that any delay or non-compliance will invite regulatory action.
The Ministry has also directed that no rescheduling charges be imposed on passengers whose travel plans were affected.
IndiGo Asked to Establish Passenger Support & Refund Cells
To streamline grievance redressal, IndiGo has been told to create dedicated Passenger Support and Refund Facilitation Cells. These units are required to proactively reach out to affected passengers, ensure automatic refunds where applicable, and arrange alternative travel options without passengers having to make repeated follow-ups. The special refund system will remain active until the airline fully stabilises its operations.
Baggage Delivery Within 48 Hours; Passenger Rights Reinforced
MoCA has also ordered IndiGo to trace and deliver all baggage separated from passengers during flight disruptions within 48 hours. The airline must maintain transparent communication and compensate travellers wherever required under aviation passenger-rights regulations.
The Ministry said its “zero-inconvenience policy” is now in force, with strengthened oversight at airports to ensure proper facilitation for senior citizens, persons with disabilities, patients, and those needing urgent travel.
The Ministry added it is in continuous coordination with airports, airlines, and security agencies to restore normal operations at the earliest.
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