India’s largest airline, IndiGo, has been at the center of an unprecedented operational crisis over the past several days, with thousands of passengers stranded at major airports due to mass flight cancellations and delays. The chaos has affected key hubs including Delhi’s Indira Gandhi International Airport, Mumbai, Hyderabad, Bengaluru, and Chennai. With the airline cancelling over 1,000 flights in a single day, passengers have faced confusion over rescheduling, missed connections, and the refund process.

While IndiGo has extended repeated apologies to affected passengers, the airline has also confirmed that those whose flights were cancelled, as well as those who opt to cancel or reschedule their bookings themselves, will be eligible for a full refund. The airline has set a temporary waiver on rescheduling fees and refund restrictions, valid until December 15, 2025.

Here is a complete, step-by-step guide to claiming a refund for an IndiGo flight, along with context on the current crisis and what passengers should expect.

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Understanding the IndiGo Flight Disruption

IndiGo’s operational meltdown began on December 3, 2025, triggered primarily by the airline’s difficulty in implementing the DGCA’s revised Flight Duty Time Limitation (FDTL) rules. These rules, aimed at ensuring pilots receive adequate rest and preventing fatigue-related risks, were strictly enforced starting November 1, 2025.

While other Indian carriers adjusted seamlessly, IndiGo’s crew scheduling and internal planning lagged behind the new requirements. Civil Aviation Minister Ram Mohan Naidu publicly attributed the crisis to the airline’s mismanagement, stating, “Other airlines adapted. What unfolded was due to mismanagement by IndiGo regarding its crew.”

The DGCA subsequently granted temporary exemptions to IndiGo for certain night-duty and rest-hour rules, while also withdrawing the restriction that prevented counting pilot leave as part of weekly rest. These measures aim to stabilize operations and reduce passenger distress while maintaining safety standards.

IndiGo CEO Pieter Elbers has said that flight operations are expected to return to normal between December 10 and December 15, 2025. Until then, affected passengers must navigate cancellations, rescheduling, and refunds.

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IndiGo Refund Policy Amid the Crisis

Amid widespread cancellations, IndiGo has made the following commitments to passengers:

• Full refunds will be provided for flights cancelled by the airline.
• Passengers can also receive a full refund if they choose to cancel or reschedule their flights themselves.
• This waiver on rescheduling fees and refund restrictions applies only until December 15, 2025.
• Refunds for bookings made through travel agencies will be processed by the respective agency.

This policy ensures that passengers are not financially penalized for disruptions beyond their control, allowing them flexibility to make alternative travel arrangements or postpone trips without additional cost.

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Step-by-Step Guide to Claim Your IndiGo Refund

Passengers affected by cancellations or delays can follow these steps to claim their refund efficiently:

Step 1: Visit the Official IndiGo Refund Page

• Open the airline’s official website at https://www.goindigo.in/refund.html.
• Select the “Refund” option to begin the process.

Step 2: Enter Booking Details

• Input your PNR or booking reference number.
• Provide your registered Email ID or last name to verify the booking.

Step 3: View Itinerary and Cancel Flight

• Once your itinerary appears, choose the “Cancel Flight/Booking” option.
• The screen will display your refund amount and available refund methods.

Step 4: Select Refund Method

IndiGo offers multiple refund options:

• Back to source: The refunded amount will be credited to your original payment method.
• Credit shell: The amount can be used for future flight bookings with IndiGo.

Step 5: Confirm Cancellation and Refund

• Review your booking details thoroughly before proceeding.
• Confirm the cancellation. A message reading “Your Booking is Cancelled” should appear on the screen.

Step 6: Special Cases

• Domestic Airport Counter: If you prefer a cash refund, it can be processed at the domestic airport counter.
• International Bookings: For cancellations made at international counters, passengers need to email [email protected] to initiate the refund process.
• Travel Agency Bookings: Refunds for tickets booked via travel agencies will be processed through the respective agency. Passengers should contact the agency directly to claim their refund.

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Tips for Passengers During the IndiGo Crisis

1. Check Flight Status Frequently: IndiGo is gradually restoring operations, but flight statuses may change multiple times. Track updates via the official website or app.
2. Plan Alternative Travel: With delays expected to continue until mid-December, consider booking alternative flights on other carriers or using Indian Railways for key routes. The Railways has already added 116 extra coaches to 37 premium trains to handle the surge in demand.
3. Keep PNR and Payment Details Handy: Refund claims require your booking reference and registered contact information. Having these ready can expedite the process.
4. Document Communications: Retain email confirmations, receipts, and screenshots of cancellation notices. These may be useful in case of disputes or delayed refunds.
5. Stay Informed About Waiver Deadlines: The waiver for cancellation and rescheduling fees is valid only until December 15, 2025. Make decisions accordingly to avoid losing eligibility.

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IndiGo’s Apology and Future Outlook

IndiGo has repeatedly apologized for the inconvenience caused. CEO Pieter Elbers, in a video statement, said, “December 5 was the most severely impacted day, with the number of cancellations well over 1,000. I extend our sincerest apologies for the inconvenience it has caused to our customers.”

The airline expects operations to normalize gradually between December 10 and December 15. While the government and DGCA continue to monitor the situation, passengers can expect incremental improvements in flight availability and reduced congestion at major airports.

Civil Aviation Minister Ram Mohan Naidu stressed that the situation underscores the importance of planning and operational preparedness, stating, “We have given certain abeyance regarding FDTL norms to IndiGo to ensure normalcy. Whoever is responsible needs to pay, but our foremost concern remains smooth operations and passenger welfare.”

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Conclusion

For thousands of travellers affected by IndiGo’s unprecedented cancellations, the immediate priority is claiming refunds and planning alternative travel. IndiGo has simplified the process with a dedicated online refund portal, fee waivers, and flexible options for rescheduling.

Passengers should act promptly, follow the step-by-step procedure, and stay informed about changing flight schedules. While the airline works to restore operations by mid-December, temporary solutions such as Indian Railways’ added capacity and bookings on alternative airlines can help alleviate travel disruption.

IndiGo’s refund process, coupled with proactive government interventions, highlights the importance of clear communication, timely action, and regulatory oversight in managing large-scale operational crises in India’s aviation sector.

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