MoCA Action on IndiGo Operational Crisis - Passenger Refund Protection

Here’s a clear breakdown of the Ministry of Civil Aviation (MoCA) action on IndiGo’s operational crisis regarding passenger refunds.

Refund Protection Measures
- Mandatory Refunds: IndiGo must clear all pending passenger refunds for cancelled or disrupted flights by 8:00 PM on Sunday, 7 December 2025.
- No Rescheduling Charges: Airlines cannot levy rescheduling fees for passengers whose travel plans were affected.
- Automatic Refunds: The system of automatic refunds will remain active until operations fully stabilize.

Passenger Support
- Dedicated Refund Cells: IndiGo has been instructed to set up special passenger support and refund facilitation cells.
- Proactive Contact: These teams must reach out directly to affected passengers to process refunds and alternative travel arrangements, avoiding repeated follow-ups.

Baggage Handling
- Delivery Commitment: All baggage separated due to cancellations or delays must be traced and delivered to passengers’ homes or chosen addresses within 48 hours.
- Compensation: Airlines must provide compensation where required under passenger rights regulations.

Zero-Inconvenience Policy
- MoCA is coordinating with airlines, airports, and security agencies to ensure passenger rights are fully protected.
- Special facilitation is reinforced for senior citizens, differently-abled passengers, students, and patients requiring urgent travel.

Regulatory Oversight
- Any delay or non-compliance in refund processing will invite immediate regulatory action.
- Oversight mechanisms have been strengthened to ensure smooth recovery and operational normalcy.

This directive shows MoCA’s strong stance on passenger rights protection during disruptions.