The Indian government has issued a strict directive to budget carrier IndiGo, demanding immediate resolution of passenger grievances following widespread flight disruptions. The Ministry of Civil Aviation has set a firm deadline for the airline to clear all pending refunds.
Strict Deadline for Passenger Refunds
The Ministry has ordered IndiGo to complete the processing of refunds for every cancelled or disrupted flight by 8:00 PM on Sunday, 7 December 2025. This directive comes alongside the government's recent decision to cap airfares, which was triggered by a sharp and sudden rise in ticket prices. The Ministry has warned that any delay or failure in processing these refunds will result in swift regulatory action against the airline.
In addition to the refund mandate, airlines have been explicitly instructed not to charge any rescheduling fees from travellers whose journeys were affected by the operational chaos. This move is aimed at providing financial relief to passengers who have faced inconvenience.
Enhanced Passenger Support and Baggage Recovery
To streamline grievance redressal, IndiGo has been asked to establish specialised support and refund facilitation units. These dedicated cells are expected to proactively reach out to affected flyers, ensuring that refunds or revised travel arrangements are handled efficiently, eliminating the need for passengers to make repeated follow-ups. The Ministry has stated that the automatic refund mechanism will remain active until normal flight operations are fully restored.
On the critical issue of baggage handling, the Ministry has given IndiGo a 48-hour deadline to locate and deliver all luggage misplaced due to cancellations or delays. Airlines are required to keep passengers informed with regular tracking updates and expected delivery timelines. Compensation must also be provided where applicable, as per existing passenger rights norms.
This directive follows numerous complaints from passengers on Saturday, who reported their luggage missing for several hours. Many alleged that IndiGo's ground staff were unaware of the whereabouts of their bags.
Zero-Inconvenience Policy for Vulnerable Passengers
The Ministry emphasized that it is working closely with airlines, airports, and security agencies to safeguard passenger rights during this period of instability. Oversight mechanisms have been strengthened to ensure proper assistance for senior citizens, persons with disabilities, students, and medical travellers, among others who may require urgent transit. This enhanced monitoring will continue until full operational stability is achieved across the network.
The government's intervention underscores the severity of the situation, which saw passengers protesting outside airports across the nation. The order aims to restore confidence and ensure that airline operators are held accountable for service failures.
