India’s Ministry of Civil Aviation has issued a strict directive to IndiGo Airlines, requiring the carrier to process all outstanding passenger refunds for canceled or disrupted flights by 8:00 PM on December 7, 2025. The regulatory mandate comes as part of comprehensive measures addressing recent operational challenges that have significantly impacted air travelers.
The ministry has explicitly prohibited airlines from imposing rescheduling charges on affected passengers, with non-compliance triggering potential regulatory actions. Authorities have instructed IndiGo to establish specialized passenger support and refund processing units, implement proactive customer outreach initiatives, and maintain automated refund systems until normal operations resume.
Additional requirements include expedited baggage reconciliation services, with directives mandating home delivery of separated luggage within 48 hours of identification. The ministry emphasized enhanced oversight mechanisms to prevent passenger inconveniences, particularly prioritizing vulnerable groups including senior citizens, differently-abled travelers, and passengers with urgent travel requirements.
In response to the governmental directive, IndiGo has committed to processing automatic refunds for all cancellations made between December 5 and December 15, 2025, directly to customers’ original payment methods. The airline has implemented a full waiver policy for cancellation and rescheduling requests during this period.
IndiGo CEO Pieter Elbers previously issued a video apology to customers on Friday evening, outlining a three-pronged strategy to address the ongoing operational crisis. Concurrently, the Ministry of Civil Aviation has imposed fare caps on competing airlines to prevent price gouging amid reduced flight availability, after reports emerged of exorbitant last-minute booking charges during the disruption period.