IndiGo Flight Cancellations: Passenger Refund Rules, DGCA Rights & How to Claim Compensation

IndiGo’s massive December 2025 flight disruptions have left thousands of passengers stranded across major Indian airports, with cancellations continuing for a third consecutive day. The airline has informed the DGCA that operations will fully stabilise only by February 10, 2026, with more cancellations expected until December 8.

IndiGo’s crisis stems from severe planning gaps related to the new Flight Duty Time Limitations (FDTL) norms. These rules sharply reduce pilot duty hours, increase mandatory rest periods, and limit night landings, requiring a significantly larger crew roster. IndiGo failed to recruit and train enough pilots in time, resulting in widespread cancellations and delays.

On December 5 alone, over 750 IndiGo flights were cancelled, including all departures from Delhi Airport until midnight. The airline’s on-time performance crashed to 19.7% on Wednesday and 8.5% on Thursday, marking its worst operational crisis in years.

HOW PASSENGERS CAN CLAIM REFUNDS

IndiGo has announced full refunds and complimentary rebooking options under its “Plan B” policy. Since these cancellations were airline-initiated, passengers are entitled to 100% refunds with no deductions.

How to claim online

1. Visit the IndiGo refund portal

2. Enter your PNR + email/last name

3. Select Cancel Booking

4. Choose refund method and confirm

Refunds are processed within 7 working days.

If booked via travel agents

Passengers must contact the booking platform. Refund timelines depend on the agency’s internal processes.

Cash bookings

Refunds can be collected directly at the airport counter where the ticket was purchased.

If facing technical issues

Email customer.relations@goindigo.in with your PNR and details.

WHAT DGCA RULES SAY

DGCA guidelines guarantee passengers:

✔ Full refund (always, without exception)

✔ Free meals, refreshments, hotel stay (if stranded overnight)

✔ Two free calls/emails

✔ Additional compensation depending on notice period:

Extraordinary circumstances clause

Airlines need not pay compensation (but still must refund) if cancellations occur due to events beyond their control—like weather, ATC restrictions, security threats, or regulatory mandates.

IndiGo may argue that FDTL rules qualify as a regulatory mandate.
However:
Consumer advocates argue IndiGo’s poor planning negates this defence. Courts may rule that compensation is still owed.

HOW TO ESCALATE IF YOU DON’T GET A REFUND

1. Raise a complaint with IndiGo

They must acknowledge within 7 days and resolve within 30 days.

2. File a complaint on AirSewa (free government portal)

airsewa.gov.in → “Report a new grievance”
Attach PNR, ticket, emails, screenshots.

3. Escalate to DGCA Passenger Grievance Cell

4. Consumer Court (last resort)

Under the Consumer Protection Act, you can claim:

• Refund

• Compensation for harassment

• Damages for losses caused by the airline