MoCA Action on IndiGo Operational Crisis - Passenger Refund Protection

**Executive Summary** The Ministry of Civil Aviation (MoCA) has directed IndiGo to immediately clear all pending passenger refunds for cancelled or disrupted flights. The deadline for completing the refund process is set for 8:00 PM on Sunday, December 7, 2025. Any delay or non-compliance will result in regulatory action. IndiGo is also required to proactively support affected passengers and ensure baggage is handled and delivered efficiently. **Key Points / Main Content** * **Refunds and Rescheduling:** * IndiGo must clear all pending passenger refunds without delay. * Refund process for cancelled/disrupted flights must be completed by 8:00 PM on December 7, 2025. * Airlines are instructed not to levy rescheduling charges for passengers affected by cancellations. * Delay or non-compliance in refund processing will invite immediate regulatory action. * **Passenger Support:** * IndiGo must set up dedicated passenger support and refund facilitation cells. * These cells must proactively contact affected passengers. * Refunds and alternative travel arrangements must be processed without multiple follow-ups. * The system of automatic refunds will remain active until operations stabilize completely. * **Baggage Handling:** * IndiGo must ensure all separated baggage is traced and delivered to passengers within 48 hours. * Airlines must maintain clear communication with passengers regarding baggage tracking/delivery. * Compensation should be provided according to existing passenger rights regulations. * **Zero-Inconvenience Policy:** * The Ministry remains in continuous coordination with stakeholders to protect passenger rights. * Oversight mechanisms have been reinforced for senior citizens, differently-abled passengers, students, patients, and those requiring urgent travel. * The Ministry is closely monitoring the recovery process. **Impact Analysis** **IndiGo** * **Impact:** IndiGo must prioritize and expedite the clearance of all pending passenger refunds and proactively manage passenger support. * **Action Required:** Clear all pending refunds by December 7, 2025, establish passenger support/refund cells, ensure prompt baggage delivery, and comply with passenger rights regulations. **Passengers Affected by Flight Disruptions** * **Impact:** Passengers are entitled to a prompt refund, are protected from rescheduling fees, and are assured support in making alternative travel arrangements. * **Action Required:** Contact the airline to claim refunds, and ensure their baggage is traced and delivered within 48 hours. **Ministry of Civil Aviation (MoCA)** * **Impact:** Responsible for monitoring compliance with the directive and ensuring passenger rights are protected. * **Action Required:** Monitor IndiGo's progress in clearing refunds and handling passenger support, and enforce regulatory action if necessary.

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