The Ministry of Civil Aviation 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 should be fully completed by 8 PM tomorrow. 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. To ensure seamless grievance redressal, IndiGo has been instructed to set up dedicated passenger support and refund facilitation cells. These units will proactively contact affected passengers to ensure that refunds and alternative travel arrangements are processed without the need for multiple follow-ups. The automatic refunds system will remain active until operational stability is restored.
The Ministry has further directed IndiGo to ensure that all baggage separated from passengers due to cancellations or delays is traced and delivered to the passenger’s residential or chosen address within the next 48 hours. Airlines have been told to maintain clear communication with passengers regarding tracking and delivery timelines, and provide compensation wherever applicable under existing passenger rights norms. Reinforcing its zero-inconvenience approach, the government is in constant coordination with airlines, airports, security agencies, and all operational stakeholders to safeguard passenger rights during this period of disruption. To address the disruption, oversight mechanisms have been reinforced to guarantee proper facilitation for senior citizens, differently-abled passengers, students, patients, and all those requiring urgent travel. The Ministry said that it continues to monitor the recovery process and remains fully committed to restoring complete operational normalcy at the earliest.