India’s largest domestic airline, IndiGo, has informed the Directorate General of Civil Aviation (DGCA) that it has processed refunds for all passengers affected by flight cancellations during the period from December 3 to December 5, following widespread operational disruptions earlier last month. The aviation safety regulator said on Friday that it remains in constant engagement with the airline to ensure compliance with passenger protection norms, even as complaints about delayed refunds and compensation continue to surface on social media.

In a statement, the DGCA said it has been closely coordinating with IndiGo regarding refunds and compensations due to passengers affected by the disruptions. “IndiGo informed that all refunds for IndiGo flight cancellations during the period of December 3rd to December 5 have been fully processed and cleared to the original source of payment,” the regulator said.

The confirmation comes weeks after hundreds of IndiGo flights were abruptly cancelled or delayed across the country, leaving thousands of passengers stranded and triggering a wave of complaints, criticism, and regulatory scrutiny.

Travel Vouchers Offered as ‘Gesture of Care’

Beyond refunds, IndiGo has also announced additional support measures for impacted travellers. According to the DGCA, the airline has extended what it described as a “gesture of care”, under which affected passengers are being provided two travel vouchers worth ₹5,000 each. These vouchers carry a validity of 12 months and are intended to compensate passengers for the inconvenience caused by the disruptions.

Under existing DGCA regulations, passengers are entitled to certain facilities and compensation in cases of denied boarding, flight cancellations, and significant delays. These provisions are aimed at ensuring that airlines take responsibility for service failures and minimise hardship for travellers.

While the airline and regulator maintain that refunds for cancellations during the December 3–5 window have been processed, the situation on the ground appears more complex, particularly for passengers affected outside this specific timeframe.

Passenger Complaints Continue on Social Media

Despite the DGCA’s assurance, passengers continue to take to social media platforms to report delays in receiving refunds and compensation, especially for flights cancelled between December 2 and December 9, a period during which IndiGo faced extensive operational challenges.

One passenger wrote on X on Friday, “Hey @IndiGo6E, I received an email to submit details for a flight cancellation in Dec to get a 5K refund per flight. It’s been 10 days since I submitted everything, but still no refund. Support hasn’t been helpful. Please look into this urgently,” using the hashtag #RefundDelay.

Another user posted on Thursday, “Looking to connect with lawyers who have filed or are filing lawsuits against @IndiGo6E for the recent flight disruptions. Despite severe delays/cancellations, I still have not received my refund.”

Such posts reflect the frustration of passengers who say that communication from the airline has been inconsistent and that promised refunds or vouchers have not reached them within expected timelines.

Government Intervention and Parliamentary Assurances

The issue has also been raised at the highest levels of government. On December 9, Union Civil Aviation Minister K Rammohan Naidu told Parliament that IndiGo had been directed to issue refunds promptly and that more than ₹750 crore had already been credited to passengers.

The minister’s statement was meant to reassure lawmakers and the public that the government was actively monitoring the situation and holding the airline accountable. However, the continued complaints suggest that while a substantial amount may have been disbursed, gaps remain in implementation or communication, particularly for individual cases.

Earlier, on December 8, Naidu had taken a firm stance in the Rajya Sabha, saying the government was not treating the disruptions lightly. “We are not taking this situation easily. We are doing an inquiry. We will take very, very strict action not only for this situation but also as an example,” he had said.

DGCA Inquiry into Flight Disruptions

In response to the large-scale disruption of IndiGo’s operations, the DGCA constituted a four-member committee to conduct a comprehensive review of the circumstances that led to the cancellations and delays. The committee was headed by Joint Director General Sanjay K Brahmane and tasked with examining operational, technical, and managerial factors behind the crisis.

The panel submitted its report to the DGCA on December 27. While the contents of the report have not been made public, officials have indicated that it forms the basis for further regulatory action.

On December 30, speaking to reporters on the sidelines of an event in Bengaluru, Minister Naidu said the report had been forwarded to the ministry and was under detailed examination. “The report has been submitted to the ministry. We are analysing the report, taking further comments from the DGCA, and we will follow up on the action on that,” he said.

This process, officials suggest, could lead to penalties, directives for operational reforms, or other regulatory measures if lapses are established.

Scope of the Disruptions

The flight disruptions that began in early December affected hundreds of flights across IndiGo’s domestic network. Passengers reported last-minute cancellations, extended delays, overcrowded terminals, and difficulties in rebooking or obtaining timely information. The scale of the disruption, combined with IndiGo’s dominant position in the domestic aviation market, amplified the impact on travellers.

While the airline cited operational constraints, including crew availability and aircraft rotations, critics argued that the episode exposed deeper issues in capacity planning and crisis management, particularly during peak travel periods.

Regulatory Focus on Passenger Rights

The DGCA has emphasised that passenger rights remain central to its engagement with IndiGo. Regulations clearly spell out airlines’ obligations in cases of cancellations and delays, including timely refunds, alternative travel arrangements, meals, accommodation where applicable, and compensation.

By publicly stating that refunds for December 3–5 have been cleared, the regulator appears to be signalling progress while also maintaining pressure on the airline to address pending grievances.

However, the divergence between official assurances and passenger experiences underscores the challenge regulators face in translating policy compliance into uniform outcomes on the ground.

What Lies Ahead

As the civil aviation ministry reviews the DGCA committee’s findings, further action against IndiGo remains possible. This could range from financial penalties to stricter oversight of operational practices. For passengers still awaiting refunds or vouchers, the coming weeks will be critical in determining whether outstanding issues are resolved.

For now, the episode has served as a reminder of the fragility of airline operations and the importance of robust consumer protection mechanisms in a sector where disruptions can quickly cascade into widespread inconvenience. Even as IndiGo and the DGCA maintain that refunds have been processed for a defined period, restoring passenger confidence will depend on how swiftly and transparently remaining complaints are addressed.