With IndiGo flight disruptions impacting thousands of passengers, the civil aviation ministry on Saturday directed the airline to complete the ticket refund process for the cancelled flights by Sunday evening, as well as ensure baggage separated from the travellers are delivered in the next two days.
A day after the country's largest airline, IndiGo, cancelled more than 1,000 flights and caused disruptions for the fifth day on Saturday, the ministry said that any delay or non-compliance in refund processing will invite immediate regulatory action.
The refund process for all cancelled or disrupted flights must be completed by 8 pm on Sunday, the ministry said in a statement.
"Airlines have also been instructed not to levy any rescheduling charges for passengers whose travel plans were affected by cancellations," it said.
Reacting to government's directive, the airline announced that it will fully refund all bookings cancelled between December 5 and December 15 and will offer a waiver on all cancellation and rescheduling requests.
"In response to recent events, all refunds for your cancellations will be processed automatically to your original mode of payment. We will offer full waiver on all cancellations/reschedule requests of your bookings for travel between 5 December 2025 and 15 December 2025. We are deeply sorry for the hardships caused,'' IndiGo said.
On Saturday, more than 400 flights were cancelled at various airports.
IndiGo has also been instructed to set up dedicated passenger support and refund facilitation cells.
"These cells have been tasked to proactively contact affected passengers and ensure that refunds and alternative travel arrangements are processed without the need for multiple follow-ups.
"The system of automatic refunds will remain active until operations stabilise completely," the statement said.
Further, the ministry said the airline should ensure that baggage separated from passengers due to flight cancellations or delays should be traced and delivered to them within the next 48 hours.