Govt asks IndiGo to clear all pending refunds by 8 pm tomorrow; orders zero rescheduling charges

Meanwhile, the government has also introduced airfare caps amid IndiGo flight disruptions that had pushed air ticket prices unusually high on many routes

The civil aviation ministry on Saturday directed IndiGo to clear all pending passenger refunds immediately as the airline’s operational chaos entered the fifth day.

In a statement, the ministry said it has mandated that the refund process for all cancelled or disrupted flights must be fully completed by 8 pm on Sunday, December 7.

“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,” the statement read.

This comes as IndiGo, the country's largest airline, has cancelled hundreds of flights in the last five day, primarily due to crew woes.

IndiGo has also been instructed by the ministry to set up 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 system of automatic refunds will remain active until operations stabilise completely.

According to the ministry’s directive, IndiGo must identify all baggage separated from passengers amid the disruptions and deliver it to their home or selected address within 48 hours.

Airlines have additionally been instructed to maintain transparent communication on tracking and delivery, and to issue compensation wherever applicable under passenger rights norms.

“The Ministry of Civil Aviation remains in continuous coordination with airlines, airports, security agencies, and all operational stakeholders to ensure that passenger rights are fully protected during this period of disruption,” the statement read.

“Oversight mechanisms have been reinforced to guarantee proper facilitation for senior citizens, differently-abled passengers, students, patients, and all those requiring urgent travel,” it added, stating that the ministry continues to closely monitor the recovery process and remains fully committed to restoring complete operational normalcy at the earliest.

Airfare caps introduced by the govt

Meanwhile, the government has also introduced airfare caps amid IndiGo flight disruptions that had pushed air ticket prices unusually high on many routes.

Taking a serious note of the situation, the civil aviation ministry said it has invoked regulatory powers to ensure fair and reasonable fares across all affected routes.

The limits will be in place till the situation stabilises, the civil aviation ministry said in a separate statement.

“An official directive has been issued to all airlines mandating strict adherence to the fare caps that have now been prescribed," it said.