As IndiGo continues to face operational disruptions, the Ministry of Civil Aviation on Saturday directed the airlines to clear all pending passenger refunds
by 8 pm on Sunday. In a statement, the ministry "mandated that the refund process for all cancelled or disrupted flights must be fully completed by 8:00 PM on Sunday, December 7," warning of regulatory action in case of non-compliance. "Airlines have also been instructed not to levy any rescheduling charges for passengers whose travel plans were affected by cancellations,” it said. "Any delay or non-compliance in refund processing will invite immediate regulatory action," it warned. A total of 405 domestic flights were cancelled as the airline crisis entered its fifth consecutive day. In addition, the government has also directed IndiGo to trace and deliver baggage separated from passengers to their 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," the ministry said.
Set up passenger support cell: Centre to IndiGo
Further, the government has also asked the airline to set up dedicated passenger support and refund facilitation cells to ensure seamless grievance redressal. 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.
"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," the statement said.
Also Read: Airfares Touching Rs 1 Lakh? India Imposes Emergency Fare Caps Amid IndiGo Crisis
This includes "proper facilitation for senior citizens, differently abled passengers, students, patients, and all those requiring urgent travel."
The government noted that it remains "fully committed to restoring complete operational normalcy at the earliest."
Earlier today, the Centre also enforced a cap on airfares amid the ongoing IndiGo crisis. The Civil Aviation Ministry said it has "taken note of concerns regarding unusually high airfares being charged by certain airlines during ongoing disruption," prompting an urgent regulatory response.
It added that an "official directive issued to all airlines" now requires "strict adherence to fare caps that have now been prescribed."
(With agency inputs)
