The Ministry of Civil Aviation on Saturday directed IndiGo to complete all pending passenger refunds by 8 PM on Sunday, December 7. This comes as the airline continues to face disruptions for the fifth consecutive day, resulting in the cancellation of 405 domestic flights.
The directive emphasises the government’s commitment to protecting passenger rights during this period of operational challenges.
In its statement, the Ministry clarified that airlines must not charge any rescheduling fees to passengers whose travel plans have been affected by cancellations. It further warned that any delay or non-compliance in processing refunds would invite immediate regulatory action.
This move ensures that passengers do not bear additional costs amid widespread flight disruptions.
The government has also instructed IndiGo to trace and deliver all baggage separated from passengers to their residential or chosen address within 48 hours.
The Ministry has instructed airlines to communicate clearly with passengers about tracking and delivery timelines and to provide compensation according to existing passenger rights regulations.
In addition, it has asked IndiGo to set up dedicated passenger support and refund facilitation cells.
These cells will proactively contact affected passengers and ensure that they process refunds and arrange alternative travel without requiring multiple follow-ups.
The system of automatic refunds will continue until operations stabilise fully.
Focus on Vulnerable Passengers
The Ministry’s instructions underline the importance of facilitating travel for senior citizens, differently abled passengers, students, patients, and others requiring urgent travel.
The government coordinates with airlines, airports, security agencies, and other stakeholders to fully protect all passenger rights during this period of disruption.
The Ministry of Civil Aviation reaffirmed its commitment to restoring complete operational normalcy at the earliest.
By issuing these directives to IndiGo, the government aims to minimise passenger inconvenience, ensure timely refunds and baggage delivery, and strengthen grievance redressal mechanisms for all affected travellers.
Through these measures, the Ministry seeks to uphold passenger rights and maintain public confidence in air travel services amid temporary operational challenges.
Also Read: IndiGo Turmoil Deepens: Flight Cancellations Soar Past 400 On Fifth Consecutive Day
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