IndiGo Ordered by Ministry of Civil Aviation to Complete Refunds for Cancelled Flights and Return Baggage Within 48 Hours Amid Ongoing Disruptions

In the wake of ongoing disruptions affecting thousands of travellers, the Ministry of Civil Aviation (MoCA) on December 6 directed IndiGo to complete the refund process for all cancelled flights by December 7 evening and ensure the delivery of baggage separated from passengers within the next 48 hours.

The instruction comes after the country’s largest airline cancelled over 1,000 flights, marking the fifth consecutive day of widespread operational disturbances. The ministry warned that any delay or non-compliance in processing refunds would invite immediate regulatory action.

“All refunds for cancelled or disrupted flights must be completed by 8 pm on Sunday,” the ministry said in an official statement. It further clarified that “airlines have also been instructed not to levy any rescheduling charges for passengers whose travel plans were affected by cancellations.”

On Saturday alone, over 400 flights were cancelled across major airports, adding to the inconvenience faced by passengers. To facilitate quicker resolution, IndiGo has been instructed to establish dedicated passenger support and refund facilitation cells.

“These cells have been tasked to proactively contact affected passengers and ensure that refunds and alternative travel arrangements are processed without the need for multiple follow-ups,” the statement added. “The system of automatic refunds will remain active until operations stabilise completely.”

In addition to refunds, the ministry emphasised the urgent need to trace and return baggage separated due to flight cancellations or delays. Airlines have been instructed to ensure that all such baggage is delivered to passengers within 48 hours.

IndiGo, which has attributed the disruptions to crew shortages following the implementation of new Flight Duty Time Limitation (FDTL) norms, has faced mounting criticism for its handling of the situation.

With regulatory pressure mounting, the airline is expected to expedite refunds, improve passenger communication, and resolve outstanding operational issues over the next few days, while authorities continue to monitor the situation closely.