Ministry of Civil Aviation Orders IndiGo to Clear All Pending Passenger Refunds

New delhi: The Civil Aviation Ministry has issued the directions to IndiGo Airlines to clear all pending refunds of the passengers without any delay. The Ministry has directed that the refund process for all cancelled or disrupted flights should be fully completed by 8 PM tomorrow. The Airlines are also instructed not to levy any rescheduling charges for passengers whose travel plans got affected by cancellations. Any delay for non-compliance in refund processing will result into immediate regulatory action. IndiGo has been further instructed to set up dedicated passenger support and refund facilitation cells to ensure smooth grievances redressal.

The units will progressively contact the 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. Further, the Ministry has 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.

The Airlines will maintain clear communication with passengers regarding tracking and delivery timelines, and would provide compensation wherever applicable under existing passenger right norms. The government has been in constant coordination with airlines, airports, security agencies, and all operational stakeholders to protect passengers rights during this period of disruption. Meanwhile, to address the disruption, oversight mechanisms have been instituted to guarantee proper facilitation for senior citizens, differently-abled passengers, students, patients, and all those requiring urgent travel. The Ministry will also continue to monitor the recovery process and remains fully committed to restoring complete operational normalcy at the earliest.