IndiGo Faces Major Disruptions: Understanding Your Rights as a Passenger

India's largest airline, IndiGo, is currently facing significant operational challenges, leading to widespread flight delays and cancellations, leaving thousands of passengers stranded across airports. The disruptions, which began a few days ago, have intensified, with reports indicating that over 550 flights were canceled on Thursday, December 4th alone. This has created chaos at airports nationwide, with passengers facing long queues, confusion, and frustration.

What's Causing the IndiGo Chaos?

The primary reason for these disruptions is the implementation of the new Flight Duty Time Limitation (FDTL) norms, which aim to reduce pilot fatigue and enhance flight safety. These norms, enforced by the Directorate General of Civil Aviation (DGCA), introduce stricter rest and duty requirements for pilots. According to pilot unions, IndiGo's "lean manpower strategy" and under-preparedness for the new regulations have exacerbated the situation. The airline has admitted to misjudging and having planning gaps in implementing the second phase of the FDTL norms. Other factors, including bad weather and technical snags, have also contributed to the flight disruptions.

IndiGo's Response and DGCA Intervention

IndiGo has apologized for the inconvenience caused and has initiated "calibrated adjustments" to its flight schedule, including rescheduling and cancellations, to stabilize operations. The airline has also informed the DGCA that it will reduce flights from December 8th and expects stable operations to be fully restored by February 10, 2026.

The DGCA has taken a firm stance, directing IndiGo to urgently stabilize operations while keeping airfares in check. The regulatory body has also launched a detailed review of the situation and has instructed IndiGo to strengthen passenger support systems across impacted terminals. The DGCA has mandated IndiGo to submit a detailed plan that includes crew recruitment, training and roster restructuring, safety-risk assessments and mitigation measures, and fortnightly progress reports.

Your Rights as a Passenger

If your IndiGo flight has been delayed or canceled, it's essential to know your rights. According to DGCA guidelines, passengers are entitled to certain facilities and compensation in case of flight disruptions.

• Delays: If your flight is delayed for more than 2 hours, you are entitled to free meals and refreshments. For overnight delays, IndiGo is obligated to provide complimentary hotel accommodation and transportation.
• Cancellations: If your flight is canceled, you have the right to choose between a full refund, rescheduling, or an alternative flight offered by the airline. You may also be entitled to compensation ranging from ₹5,000 to ₹20,000 for domestic flights, depending on the delay duration and distance.
• Refunds: As per the DGCA’s draft rules, you can cancel or modify flight tickets within 48 hours of booking without paying additional charges. The provision will not apply to bookings made less than five days before departure for domestic flights or 15 days for international flights. Airlines must process refunds within 21 working days.

How to Claim Compensation and Refunds

1. Confirm Your Flight Status: Check the IndiGo website or mobile app for the latest updates on your flight.
2. Retain Documentation: Keep your boarding pass, ticket details, and any communication from IndiGo regarding the delay or cancellation.
3. Contact IndiGo Representatives: Speak to IndiGo staff at the airport or contact their customer care helpline.
4. File a Claim: You can claim refunds or rebook flights via the IndiGo website, app, or airport counters.
5. DGCA Grievance Redressal: If the airline fails to honor the rules, you can use the DGCA's online grievance redressal portal.

Important Considerations

• Airlines may not be liable to pay compensation for delays or cancellations caused by extraordinary circumstances beyond their control, such as weather-related issues or air traffic control restrictions. However, they are still obligated to provide basic care, like refreshments and communication support.
• Ensure you provide accurate contact details when booking your flight to receive timely updates from the airline.
• As per DGCA rules, you generally have up to two years to file a claim for flight cancellation or significant delays.

With IndiGo working to restore normalcy, passengers need to stay informed about their rights and take appropriate steps to seek compensation and assistance in case of flight disruptions.