The Ministry of Civil Aviation (MoCA) has taken decisive action to protect passengers affected by widespread disruptions in IndiGo’s operations, issuing a series of stringent directives to ensure immediate relief, fair pricing, and enhanced facilitation across all affected routes.
Mandatory Refund Clearance by December 7
MoCA has instructed IndiGo to clear all pending refunds for cancelled or disrupted flights by 8:00 PM on Sunday, December 7, 2025. The Ministry has warned that any delay or non-compliance will attract immediate regulatory action. Airlines have also been strictly prohibited from levying rescheduling charges for passengers whose travel plans were impacted.
Special Passenger Support & Refund Cell
To streamline assistance, IndiGo has been directed to establish dedicated passenger support and refund facilitation cells. These units must proactively contact affected travellers to process refunds and arrange alternative flights without the need for repeated follow-ups. The system of automatic refunds will remain in force until full operational stability is restored.
Assurance on Baggage Tracing and Delivery
The Ministry has further directed IndiGo to ensure that all baggage separated from passengers due to cancellations or delays is traced and delivered to their homes or chosen addresses within 48 hours. Clear communication on tracking status and compensation, as per existing passenger rights norms, has been mandated.
Zero-Inconvenience Approach for Travellers
MoCA said it is coordinating continuously with airlines, airports, security agencies, and operational stakeholders to uphold a zero-inconvenience policy, ensuring full facilitation for senior citizens, differently-abled passengers, students, patients, and those requiring urgent travel. Oversight mechanisms have been reinforced to monitor recovery efforts closely.
Fare Caps Imposed to Prevent Opportunistic Pricing
Taking serious note of complaints about unusually high airfares during the ongoing crisis, MoCA has invoked its regulatory authority to impose fare caps on all affected routes. These pricing limits will remain in effect until the situation stabilises completely.
The Ministry emphasised that the move aims to ensure fair and reasonable fares, prevent exploitation of distressed passengers, and protect vulnerable categories — including students, senior citizens, and patients — from financial burden.
Real-time monitoring of fare data, in coordination with airlines and online travel platforms, has been initiated. Any deviation from the prescribed caps will trigger immediate corrective action in the public interest.
Commitment to Restore Normalcy
MoCA reaffirmed its commitment to restoring complete operational normalcy at the earliest, assuring passengers that every necessary intervention will be made to safeguard their rights and ensure smooth travel during this period of disruption.
Source: Indianpsu