The Indian government has issued a strict directive to IndiGo, setting a firm deadline to resolve the fallout from recent massive flight disruptions. The aviation ministry has ordered the airline to ensure the refund process for all cancelled and affected flights is fully completed by 8 pm on Sunday, December 7.
Immediate Deadlines for Refunds and Baggage
In a decisive move to address passenger grievances, the ministry has laid down clear and urgent timelines. Beyond the refund deadline, IndiGo has been instructed to trace and deliver all baggage that was separated from passengers due to the operational chaos. The airline must ensure this luggage reaches the passenger's residential or chosen address within the next 48 hours from the order.
Furthermore, in a significant relief for affected flyers, all airlines have been told not to levy any rescheduling charges on passengers whose travel plans were derailed by the cancellations. This move is aimed at reducing the financial burden on the public during this period of instability.
Government Warns of Regulatory Action
The aviation ministry, which has itself faced criticism for its handling of the IndiGo crisis, issued a stern warning. The criticism included the ministry's decision to put on hold new pilot duty rules designed to enhance safety. In its latest statement, the government explicitly warned that "any delay or non-compliance in refund processing will invite immediate regulatory action."
To streamline the grievance redressal process, IndiGo has been instructed to establish dedicated passenger support and refund facilitation cells. These teams have a proactive mandate: to contact affected passengers directly and ensure that refunds and alternative travel arrangements are processed efficiently, eliminating the need for customers to make multiple follow-ups.
System to Remain Until Normalcy Returns
A government statement clarified that the system of automatic refunds will remain active until IndiGo's operations stabilize completely. This measure is intended to provide a seamless and hassle-free experience for passengers during the recovery phase.
Airlines have also been directed to maintain transparent communication with passengers regarding baggage tracking and delivery timelines. Additionally, they must provide compensation where it is mandated under existing passenger rights regulations, such as the DGCA's Civil Aviation Requirements (CAR).
The ministry affirmed that it "continues to closely monitor the recovery process" and is committed to restoring full operational normalcy at the earliest possible time. This intervention highlights the government's attempt to assert control over the situation and hold the airline accountable for the widespread inconvenience caused to thousands of travelers across the country.
