Govt orders IndiGo to issue full refunds and zero penalties as nationwide passenger anger rises

The Central government has issued its strongest directive yet to IndiGo as travel disruptions continued for a second day, triggering protests from frustrated passengers at airports across the country.

The Ministry of Civil Aviation on December 6 ordered the airline to clear all pending refunds by 8 PM December 7, waive rescheduling fees, and immediately strengthen passenger support systems.

The directive comes amid soaring ticket prices following mass cancellations and delays — prompting the government to impose temporary fare caps to prevent what officials described as “exploitative” pricing.

Civil Aviation Minister Kinjarapu Ram Mohan Naidu said an inquiry into the crisis is already underway and warned that accountability will follow. “Those responsible will pay,” he said, adding that the ministry will not hesitate to act if IndiGo fails to comply.

Dedicated support and refund cells

Under the new orders, IndiGo must set up specialised passenger grievance and refund units to directly contact affected travellers, process refunds without repeated follow-ups, and ensure alternative travel arrangements where possible. The government has also mandated an automatic refund mechanism that will remain active until full normalcy is restored.

48-hour deadline to return missing baggage

With complaints multiplying over lost and delayed luggage, the ministry has directed IndiGo to trace and deliver all misplaced baggage within 48 hours. Passengers must be updated regularly on the status of their belongings, and compensation must be provided according to passenger rights guidelines.

At several airports, travellers reported waiting hours for updates — with some alleging ground staff had “no information” about the whereabouts of their luggage.

‘Zero inconvenience’ policy in force

The government said it is coordinating closely with airports, airlines, and security agencies to ensure vulnerable travellers — including senior citizens, students, medical passengers, and those with disabilities — receive priority support.

Oversight measures will remain in effect until operations are stabilised and service reliability is restored, officials said.

For now, thousands of stranded travellers continue to wait — some with luggage missing, others with flights cancelled — as pressure mounts on India’s largest airline to regain control of its schedule and restore public trust.