MoCA directs IndiGo to clear all pending passenger refunds without delay
New Delhi, Dec 6: The Ministry of Civil Aviation (MoCA) on Saturday directed IndiGo to clear all pending passenger refunds without delay.
The ministry has mandated that the refund process for all cancelled or disrupted flights must be fully completed by 8 pm on Sunday, December 7, 2025. It has instructed the airlines not to levy any rescheduling charges for passengers whose travel plans were affected by cancellations.
The ministry clarified that any delay or non-compliance in refund processing will invite immediate regulatory action.
To ensure seamless grievance redressal, the ministry instructed IndiGo to set up dedicated passenger support and refund facilitation cells.
It tasked these cells to proactively contact affected passengers and ensure that refunds and alternative travel arrangements are processed without the need for multiple follow-ups.
The MoCA said that the system of automatic refunds will remain active until operations stabilise completely.
The ministry has directed IndiGo to ensure that all baggage that was separated from passengers due to cancellations or delays is traced and delivered to the passenger’s residential or chosen address within the next 48 hours.
It has told the airlines to maintain clear communication with passengers regarding tracking and delivery timelines, and to provide compensation where required under existing passenger rights regulations. `
The MoCA said that it remains in continuous coordination with airlines, airports, security agencies, and all operational stakeholders to ensure that passenger rights are fully protected during this period of disruption.
It said that oversight mechanisms have been reinforced to guarantee proper facilitation for senior citizens, differently-abled passengers, students, patients, and all those requiring urgent travel.
The MoCA said that it continues to closely monitor the recovery process and remains fully committed to restoring complete operational normalcy at the earliest.
