In December 2025, IndiGo, India’s largest airline, faced a massive operational meltdown due to challenges in adapting to new crew flight time limitations imposed by aviation regulations. This crisis led to the cancellation of over 1,000 flights in a single day and more than 2,000 services overall, affecting millions of passengers and prompting government intervention, including a mandate to cut 10% of planned flights. As a result, IndiGo has committed to paying out over ₹500 crore in refunds and compensation to affected customers. If you were severely impacted—such as through flight cancellations or significant delays—you may be eligible for a full refund plus additional compensation, potentially up to ₹10,000 per passenger, depending on your flight’s block time and the nature of the disruption.
This article outlines the steps to claim your refund and compensation from IndiGo, based on the Directorate General of Civil Aviation (DGCA) guidelines and the airline’s processes. Note that compensation is typically provided for uncontrollable delays or cancellations without adequate notice, and amounts are capped at the lower of the specified figure or your basic fare plus fuel charge.
Understanding Your Eligibility for ₹10,000 Compensation
Under DGCA rules updated for 2025, passengers are entitled to compensation for flight delays or cancellations without prior notice:
- For flights with block time up to 1 hour: ₹5,000
- For flights with block time between 1-2 hours: ₹7,500
- For flights with block time over 2 hours: ₹10,000
This applies if the airline fails to provide alternate arrangements or if the delay exceeds certain thresholds (e.g., more than 2 hours for delays or overnight for cancellations). In the IndiGo crisis, many passengers qualify for the maximum ₹10,000 for longer domestic routes, in addition to a full ticket refund. However, compensation may not apply if the disruption was due to force majeure events like weather, though the current crisis stems from internal scheduling issues, making claims more viable.
If your flight was canceled or delayed significantly between December 1 and December 15, 2025, IndiGo is processing full refunds automatically in many cases, but you may need to initiate a claim for additional compensation.
Step-by-Step Guide to Claiming Your Refund
Follow these steps to submit your claim efficiently. The process is primarily online via IndiGo’s website, but you can also contact customer support if needed.
- Gather Your Booking Details: Collect your Passenger Name Record (PNR) number, flight details (including date, time, and route), email ID used for booking, and any proof of disruption (e.g., cancellation email or boarding pass). This will speed up the process.
- Visit the IndiGo Refund Portal: Go to the official IndiGo website (goindigo.in) and navigate to the “Initiate Refund” or “Cancellation / Claim Refund” section. For crisis-related cancellations up to December 15, 2025, full refunds including convenience fees are being credited to the original payment method.
- Select the Appropriate Option: Choose “Cancellation / Refund for Cancelled Flight” or a similar category. Enter your PNR, email ID, and passenger details. If your flight was delayed rather than canceled, refer to the “Flight Delays & Cancellations” FAQ for compensation claims.
- Submit Your Claim: Provide details about the impact (e.g., delay duration or cancellation reason). IndiGo processes refunds within 7 working days after deducting any applicable fees, but during the crisis, expect potential delays—though the airline is prioritizing these. For compensation beyond the refund (like the ₹10,000), it may be handled separately as per DGCA guidelines.
- Track Your Refund Status: Use the “Check Refund Status” tool on the IndiGo site by entering your PNR and email. If not resolved, escalate to IndiGo’s customer care at 0124-6173838 or via their X (Twitter) handle @IndiGo6E.
- Escalate if Necessary: If IndiGo denies your claim or delays processing, file a complaint with the DGCA via their AirSewa portal (airsewa.gov.in) or app. Provide evidence, and the DGCA can intervene, as they have in this crisis by stationing officials at IndiGo’s headquarters. Third-party services like refundme.in can also assist for a fee, potentially claiming up to ₹20,000 in some cases.
Additional Tips for a Successful Claim
- Act Quickly: Claims are best filed within 30 days of the incident, though IndiGo is extending leniency during the crisis.
- Document Everything: Keep records of communications, alternative travel costs, and any incurred expenses (e.g., meals or hotels), as these may be reimbursable under DGCA rules.
- Check for Automatic Refunds: For many canceled flights, IndiGo is initiating refunds proactively, so monitor your email and bank statements.
- Be Aware of Caps: The ₹10,000 is for qualifying flights, but if your fare was lower, compensation is limited to that amount.
- Government Caps on Fares: Amid the crisis, airfares have been capped (e.g., ₹7,500 for routes up to 1 hour), which might affect rebooking options.
By following these steps, you can recover your dues efficiently. If the crisis persists, stay updated via IndiGo’s flight status page or official announcements. Remember, passenger rights are protected under Indian aviation laws, ensuring airlines like IndiGo are held accountable during such disruptions.