Ministry directs IndiGo to clear all pending passenger refunds without delay
The Ministry of Civil Aviation( MoCA )has directed IndiGo to clear all pending passenger refunds without delay. The Ministry has mandated that the refund process for all cancelled or disrupted flights must be fully completed by 8:00 PM on Sunday, 7 December 2025. Airlines have also been instructed not to levy any rescheduling charges for passengers whose travel plans were affected by cancellations. The Ministry has clarified that any delay or non-compliance in refund processing will invite immediate regulatory action.
MoCA : Special Passenger Support and Refund Cell
To ensure seamless grievance redressal, the Ministry has instructed IndiGo to set up dedicated passenger support and refund facilitation cells. These cells will proactively contact affected passengers and process refunds and alternative travel arrangements without requiring multiple follow-ups. The system of automatic refunds will remain active until operations stabilise completely.
Assurance on Baggage Handling
The Ministry has directed IndiGo to trace all baggage separated from passengers due to cancellations or delays and deliver it to their residential or chosen address within the next 48 hours. The Ministry has also told airlines to maintain clear communication with passengers about tracking and delivery timelines and to provide compensation where required under existing passenger-rights regulations.
Zero-Inconvenience Policy for Passengers
The Ministry of Civil Aviation coordinates continuously with airlines, airports, security agencies, and all operational stakeholders. This ensures that passenger rights are fully protected during this period of disruption. Oversight mechanisms have been reinforced. This ensures proper facilitation for senior citizens, differently-abled passengers, students, patients, and all those requiring urgent travel. The Ministry continues to closely monitor the recovery process. It remains fully committed to restoring complete operational normalcy at the earliest.
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