The Ministry of Civil Aviation (MoCA) has issued a stern directive to IndiGo, mandating that the airline complete all pending passenger refunds for cancelled flights by 8:00 PM on Sunday, December 7, 2025. The order comes as the country’s largest carrier continues to grapple with a severe operational meltdown, which saw over 1,000 flights cancelled on Friday and more than 400 scrapped on Saturday.
The Ministry warned that any delay or failure by IndiGo to process the refunds for the thousands of affected passengers will invite immediate and strict regulatory action.
Key Directives for Passenger Relief
The MoCA is taking comprehensive steps to mitigate passenger hardship caused by the crisis, which is primarily attributed to a massive pilot shortage.
- No Rescheduling Fees: Airlines have been explicitly instructed not to levy any rescheduling charges for passengers whose travel plans were affected by the mass cancellations or major delays.
- Dedicated Support Cells: IndiGo has been ordered to immediately establish dedicated passenger support and refund facilitation centres. These teams must proactively reach out to affected travelers to process refunds or arrange alternative travel options without requiring repeated follow-ups. The automatic refund system must remain active until operations stabilize fully.
- Baggage Tracing Deadline: To address widespread reports of misplaced luggage, the Ministry directed IndiGo to ensure that all baggage separated from passengers due to disruptions is traced and delivered within 48 hours. Clear communication regarding tracking and delivery timelines must be maintained.
Government Monitoring and Inquiry
Civil Aviation Minister Rammohan Naidu had earlier stated that the government expects the complete restoration of services within the next three days, with flight schedules beginning to normalize by Sunday.
The government has temporarily kept the new Flight Duty Time Limitations (FDTL) norms in abeyance to assist the airline in deploying crew. Furthermore, a high-level inquiry has been ordered to determine the underlying reasons and accountability for IndiGo’s widespread operational disruptions.
The MoCA is closely monitoring the situation in real-time, working with airlines and online travel platforms, and has recently imposed fare caps across all affected routes to prevent opportunistic pricing.