Indigo Flight Chaos: 6 Key Government Directives You Need To Know

Many commuters reported last minute alerts, poor communication from the airlines and prolonged waiting times at terminals as flight operations remained unstable. Many also took to social media platforms to highlight mounting airfares on key domestic routes and the difficulty of locating check-in baggage amid the disruption. The continuing challenges triggered an urgent intervention from the Ministry of Civil Aviation (MoCA). Here’s a detailed breakdown of the key directives by the MoCA. (File Photo)

Government Capped Airfares: One of the earliest directives issued by the Ministry focused on averting opportunistic fare hikes by other airlines. While the fares hiked to more than 1 lakh for multiple affected routes, the Ministry invoked regulatory powers to impose fare caps. All the airlines have been ordered to adhere to these caps until flight operation stabilise. The Ministry added that it is closely monitoring fares in real time and warned any violation of the directive will attract immediate corrective action. (File Photo)

Refund Deadline: The Ministry also instructed that IndiGo should clear all pending passenger refunds that are arising from cancellations and disruptions by 8:00 PM on Sunday, December 7, 2025. The airlines were also instructed not to charge rescheduling fees from the passengers whose travel were impacted. The Ministry had clearly stated that delays or non-compliance in refund processing will result in regulatory consequences for IndiGo. (File Photo)

Dedicated Passenger Support: To improve complaint resolution, IndiGo should set up dedicated passenger support and refund facilitation cells. These teams should proactively reach out to all affected travellers, ensuring that refunds are processed automatically. The cells must also help passengers secure alternative travel options where needed. This automatic refund system should remain in place until the airline’s operations fully stabilise. (File Photo)

Mandatory Baggage Return: Amid numerous complaints of misplaced baggage—largely caused by cancelled or diverted flights—the Ministry has instructed IndiGo to trace all missing luggage and deliver it to passengers’ homes or preferred addresses within 48 hours. The airline must also maintain transparent communication about delivery timelines and provide compensation wherever applicable under passenger rights guidelines. (File Photo)

Zero-Inconvenience Policy: The Ministry has stated that it is working closely with airlines, airports and operational agencies to safeguard passenger rights throughout the disruption. Special attention is being given to senior citizens, differently-abled travellers, students and medical passengers to ensure their needs are prioritised. Oversight mechanisms have been reinforced as the government continues to monitor recovery efforts and press for a swift return to full operational normalcy.  (File Photo)

Helpline Number: The Ministry of Civil Aviation has also established a round-the-clock control room to assist stranded passengers as ongoing cancellations continue to disrupt travel plans. The helpline—available at 011-24610843, 011-24693963 and 096503-91859—will monitor the situation in real time and coordinate swift responses across airports, the Ministry said on Friday.  (File Photo)