MoCA Directs IndiGo To Clear All Pending Passenger Refunds Without Delay

New Delhi: The Ministry of Civil Aviation (MoCA) on Saturday directed IndiGo Airlines to clear all pending passenger refunds without delay. According to the official statement, the Ministry has required that the refund process for all canceled or interrupted flights be completed completely by 20:00 on Sunday, December 7.

The ministry has also instructed airlines not to charge any rescheduling fees to passengers whose travel plans are affected by the cancellations. He emphasized that any delay or non-compliance in the processing of refunds would invite immediate regulatory action within the scope of the Ministry’s powers. To ensure seamless complaint resolution, IndiGo has been instructed to set up dedicated passenger support and refund facilitation cells.

These cells are tasked with proactively contacting affected passengers and ensuring that refunds and alternative travel arrangements are processed without the need for multiple follow-ups. The automatic refund system will remain active until transactions are fully stabilized. According to the statement, the Ministry has directed IndiGo to track all luggage separated from passengers due to cancellation or delay and deliver it to the address of the passenger’s residence or choice within the next 48 hours. Airlines have been told to communicate openly with passengers about tracking and delivery timelines and provide compensation where required under existing passenger rights regulations.

The Ministry of Civil Aviation continues to coordinate with airlines, airports, security agencies and all operational stakeholders to ensure passenger rights are fully protected during this period of disruption. Surveillance mechanisms have been strengthened to ensure adequate convenience for senior citizens, differently-abled passengers, students, patients and anyone else in need of urgent travel. The Ministry continues to monitor the recovery process closely and remains fully committed to returning to full operational normality as soon as possible.

Earlier today, the Ministry of Civil Aviation noted serious concerns about certain airlines charging unusually high airfares during the ongoing disruption. In order to protect passengers from any opportunistic pricing, the Ministry has used its regulatory powers to ensure fair and reasonable fares on all affected routes.