IndiGo mass flight cancellations: Are passengers entitled to a full refund?

Thousands of IndiGo flight cancellations and delays in the last few days have thrown operations across major airports into disarray, leaving thousands of passengers stranded and uncertain about what they are entitled to.

On December 5 alone, the airline scrapped more than 700 flights as the disruption stretched into its fourth day. Delhi airport was the worst hit, with all IndiGo flights cancelled for the day. In total, over 1,000 flights have been cancelled in just four days, derailing travel plans nationwide.

If you are an IndiGo passenger, it’s crucial to understand the airline’s compensation policy as well as rights under India’s aviation regulations.

IndiGo’s Plan B: Your immediate options

IndiGo has a policy called “Plan B” that comes into play when your flight is cancelled or significantly rescheduled, meaning it’s moved forward by an hour or more, or delayed by two hours or more. In these scenarios, you have two key options.

First, you can rebook your flight to another time or date at no extra cost. If the new schedule doesn’t suit you, your second option is to cancel the booking entirely and receive a full refund. These changes or cancellations under Plan B do not incur any additional fees.

Also Read: Stranded by IndiGo chaos? Hidden travel insurance benefits in your credit card or OTA booking can help

Refund and rebooking process

To claim a refund or rebook, you simply log in to IndiGo’s website with your PNR number and follow the prompts. Refunds are typically processed within seven business days and will be credited back to your original payment method. If you booked through a travel agent or an online travel aggregator, you’ll need to process the refund through them.

What to do if your IndiGo flight is cancelled

Rights under DGCA regulations

The Directorate General of Civil Aviation (DGCA), too, has a list of passengers rights in case of flight cancellations or long delays.

When a flight is cancelled, airlines are required to offer either a full refund or an alternate flight. If you are already at the airport when the cancellation happens, the airline must also provide you with meals and refreshments while you wait for the next available flight.

If an airline in India cancels your flight and doesn't inform you at least three hours before departure, they owe you compensation as per DGCA CAR, Section 3, Series M, Part IV, which includes cash payment based on flight duration up to Rs 10,000 plus a full refund or alternate flight, unless the cancellation is due to extraordinary circumstances.

For long delays, depending on the duration, you may be entitled to hotel accommodation and transport as well.

In times of large-scale disruptions knowing your rights and the airline’s policy can save you time and stress. It means you can quickly decide whether to take the next available flight or get your money back and make alternative plans.