The Ministry of Civil Aviation (MoCA) has issued a firm directive to IndiGo, requiring the airline to clear all outstanding passenger refunds by 8:00 PM on Sunday, December 7, 2025. The order comes amidst widespread flight cancellations and disruptions that have affected thousands of passengers across major Indian airports.
The ministry's intervention follows five days of operational chaos for IndiGo, with over 500 flights cancelled on Saturday alone. Bengaluru airport was the worst hit with 124 cancellations, followed by Delhi (106), Mumbai (117), Hyderabad (66), Chennai (48) and Pune (42). The situation has led to passenger frustration, airport congestion, and a surge in airfares.
In addition to the refund deadline, MoCA has instructed IndiGo to ensure that passengers are not charged any rescheduling fees if their travel plans were disrupted by the cancellations. The ministry has warned that failure to comply with the refund deadline will result in immediate regulatory action.
To further assist affected passengers, IndiGo has been directed to trace and deliver any baggage separated from passengers within 48 hours to their home or chosen address. The airline must also maintain transparent communication regarding tracking and delivery timelines and provide compensation where applicable under passenger rights regulations.
Recognizing the difficulties faced by travelers, IndiGo has been asked to establish dedicated passenger support and refund facilitation cells. These units will proactively contact affected passengers to process refunds and arrange alternative travel options, reducing the need for repeated follow-ups. The automatic refund mechanism will remain operational until services are fully stabilized.
IndiGo has attributed the disruptions to "unforeseen operational challenges," including the implementation of Flight Duty Time Limitations (FDTL). The new FDTL rules, designed to ensure adequate rest for pilots and crew, have placed a significant number of IndiGo pilots on mandatory rest, coinciding with the airline's increased winter schedule that began on October 26.
MoCA has also stepped in to address the surge in airfares resulting from the flight cancellations. The ministry has invoked its regulatory powers to ensure fair and reasonable fares across all affected routes. Emergency fare caps have been imposed on key routes, such as Delhi–Mumbai (Rs 60,000) and Chennai–Delhi (Rs 69,000), after prices exceeded Rs 1 lakh.
IndiGo has issued a statement assuring passengers of a full waiver on cancellations and reschedule requests for travel bookings made between December 5 and December 15. The airline has also pledged to provide additional support, such as accommodation, meals, and assistance, to stranded passengers.
The next few days will be critical for IndiGo as it works to clear the refund backlog and restore normal operations. The government's intervention underscores its commitment to protecting passenger rights and ensuring that airlines are held accountable for operational disruptions. The ministry is closely monitoring recovery efforts with the aim of restoring full operational normalcy. Special assistance has been mandated for senior citizens, persons with disabilities, students, medical travelers, and others requiring priority support.
