In a decisive intervention aimed at safeguarding passenger rights, the Ministry of Civil Aviation (MoCA) has directed IndiGo to clear all pending refunds arising from cancelled or disrupted flights. The Ministry has set a firm deadline of 8:00 PM on Sunday, 7 December 2025, warning that any delay or non-compliance will result in immediate regulatory action.
The directive follows widespread operational disruptions across IndiGo’s network earlier this week, leaving thousands of passengers facing unexpected cancellations, delays, and baggage misplacements.
Ministry Mandates Immediate Refund Clearance
The Ministry stated that all refunds must be processed without additional burden on passengers, emphasising that airlines must not levy rescheduling charges for affected travellers.
This step comes as part of a broader government push to ensure airlines uphold transparency, accountability, and responsiveness during operational crises.
Officials confirmed that MoCA is actively monitoring compliance, and mechanisms have been put in place for real-time reporting by the airline.
Special Passenger Support and Refund Cell Activated
To streamline grievance redressal, IndiGo has been instructed to establish dedicated Passenger Support and Refund Facilitation Cells.
These specialised cells will:
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Proactively contact affected passengers
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Ensure timely refunds without repeated follow-ups
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Facilitate alternate travel arrangements
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Maintain the automatic refund system until flight operations fully normalise
The Ministry stressed that passengers should not face administrative hurdles in receiving dues or rebooking disrupted travel.
Baggage Trace and Delivery Within 48 Hours
A significant concern during the disruption was baggage separation due to sudden operational breakdowns.
MoCA has directed IndiGo to:
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Trace all separated baggage
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Deliver it to passengers’ residences or preferred addresses within 48 hours
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Maintain clear communication channels for tracking and delivery updates
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Provide compensation where mandated under existing passenger rights regulations
The Ministry reiterated that mishandling of baggage during crises must not add to passenger distress.
Zero-Inconvenience Policy Reinforced
In response to the temporary network instability, the Ministry reaffirmed its Zero-Inconvenience Policy, ensuring that passengers—especially senior citizens, differently-abled travellers, students, patients, and those requiring urgent journeys—receive prioritised assistance.
MoCA is in continuous coordination with:
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Airlines
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Airport operators
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Security agencies
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Ground handling teams
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Other operational stakeholders
The Ministry assured the public that oversight mechanisms have been significantly strengthened and that efforts are underway to restore complete operational normalcy at the earliest.
Conclusion
The strong directive from MoCA underscores the government’s commitment to upholding passenger rights and enforcing airline accountability during large-scale disruptions. As IndiGo works to stabilise its operations, the next 48 hours will be crucial in determining the airline’s compliance with refund deadlines, baggage resolution, and service recovery measures.
Passengers can expect heightened support, faster redressal, and transparent communication as the regulatory oversight remains firmly in place.
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Source: PIB
