The Ministry of Civil Aviation (MoCA) has stepped in to safeguard travellers affected by the ongoing operational disruption at IndiGo. The twin directives: for immediate passenger refunds and stricter airfare regulation, aim to ensure fair treatment and minimise inconvenience for passengers.
Official copies of the declarations made by MoCA are as follows
(A) Ministry directs IndiGo to clear all pending passenger refunds without delay
The Ministry of Civil Aviation has directed IndiGo to clear all pending passenger refunds without delay. The Ministry has mandated that the refund process for all cancelled or disrupted flights must be fully completed by 8:00 PM on Sunday, 7 December 2025. Airlines have also been instructed not to levy any rescheduling charges for passengers whose travel plans were affected by cancellations. The Ministry has clarified that any delay or non-compliance in refund processing will invite immediate regulatory action.
Special Passenger Support and Refund Cell
To ensure seamless grievance redressal, IndiGo has been instructed to set up dedicated passenger support and refund facilitation cells. These cells have been tasked to proactively contact affected passengers and ensure that refunds and alternative travel arrangements are processed without the need for multiple follow-ups. The system of automatic refunds will remain active until operations stabilise completely.
Assurance on Baggage Handling
The Ministry has directed IndiGo to ensure that all baggage that was separated from passengers due to cancellations or delays is traced and delivered to the passenger's residential or chosen address within the next 48 hours. Airlines have been told to maintain clear communication with passengers regarding tracking and delivery timelines, and to provide compensation where required under existing passenger rights regulations. `
Zero-Inconvenience Policy for Passengers
The Ministry of Civil Aviation remains in continuous coordination with airlines, airports, security agencies, and all operational stakeholders to ensure that passenger rights are fully protected during this period of disruption. Oversight mechanisms have been reinforced to guarantee proper facilitation for senior citizens, differently-abled passengers, students, patients, and all those requiring urgent travel. The Ministry continues to closely monitor the recovery process and remains fully committed to restoring complete operational normalcy at the earliest.
(B) MoCA invokes its regulatory powers to ensure fair and reasonable fares across all affected routes
The Ministry of Civil Aviation has taken serious note of concerns regarding unusually high airfares being charged by certain airlines during the ongoing disruption. In order to protect passengers from any form of opportunistic pricing, the Ministry has invoked its regulatory powers to ensure fair and reasonable fares across all affected routes.
An official directive has been issued to all airlines mandating strict adherence to the fare caps that have now been prescribed. These caps will remain in force until the situation fully stabilises. The objective of this directive is to maintain pricing discipline in the market, prevent any exploitation of passengers in distress, and ensure that citizens who urgently need to travel - including senior citizens, students, and patients - are not subjected to financial hardship during this period.
The Ministry will continue to closely monitor fare levels through real-time data and active coordination with airlines and online travel platforms. Any deviation from the prescribed norms will attract immediate corrective action in the larger public interest.
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