Following ongoing disruptions impacting numerous travellers, the Ministry of Civil Aviation (MoCA) instructed IndiGo on December 6 to finalize the refund process for all cancelled flights by the evening of December 7 and to return baggage that was separated from passengers within 48 hours.
This directive follows the cancellation of over 1,000 flights by the country’s largest airline, marking a fifth consecutive day of significant operational issues. The ministry cautioned that any failures or delays in processing refunds would result in immediate regulatory repercussions.
“All refunds for cancelled or disrupted flights must be finalized by 8 pm on Sunday,” the ministry noted in an official statement. Additionally, it clarified that “airlines have been directed not to impose any rescheduling fees for passengers affected by cancellations.”
On Saturday alone, over 400 flights were cancelled at major airports, further complicating the situation for travellers. To ensure a quicker resolution, IndiGo has been ordered to create dedicated support and refund facilitation teams.
“These teams are responsible for proactively reaching out to affected passengers and making sure that refunds and alternative travel arrangements are processed without requiring multiple follow-ups,” the statement mentioned. “Automatic refund systems will remain operational until conditions stabilize entirely.”
In addition to handling refunds, the ministry stressed the urgent importance of locating and returning baggage that was separated due to flight cancellations or delays. Airlines must ensure that all such baggage is delivered to passengers within 48 hours.
IndiGo has blamed the disruptions on crew shortages following the introduction of new Flight Duty Time Limitation (FDTL) norms and has faced increasing criticism regarding its management of the situation.
With regulatory scrutiny intensifying, the airline is expected to hasten refunds, enhance communication with passengers, and address ongoing operational challenges in the coming days, while authorities closely monitor the developments.
(Edited by : Jerome Anthony)
First Published: Dec 6, 2025 3:29 PM IST
