IndiGo to Compensate Affected Passengers: Payments to Begin from December 26

Passengers affected by large-scale flight cancellations in early December are set to receive relief. India’s largest airline, IndiGo, will begin compensating eligible passengers starting December 26, following directions from the Ministry of Civil Aviation. The government has instructed the airline to ensure that compensation reaches all eligible passengers at the earliest.

IndiGo to Issue ₹10,000 Travel Vouchers

IndiGo will issue ₹10,000 travel vouchers to passengers who were stranded at airports for several hours due to flight cancellations on December 3, 4, and 5.

Importantly, this voucher will be provided in addition to the mandatory compensation of ₹5,000 to ₹10,000 as per government norms. The move is aimed at compensating passengers for the inconvenience caused during the widespread disruptions.

Which Passengers Will Receive Compensation First

Direct Bookings to Be Prioritised

Passengers who booked tickets directly through IndiGo’s official website will be the first to receive compensation, as their complete details are already available with the airline.

OTA and Travel Agent Bookings to Follow

For passengers who booked tickets through travel agents or online travel agencies (OTAs), IndiGo will collect passenger data from these platforms and ensure that compensation is credited directly to eligible customers.

Role of DGCA and Air Seva Portal

The Directorate General of Civil Aviation (DGCA) will oversee the process to ensure that compensation reaches every eligible passenger.

Additionally, the Ministry of Civil Aviation will monitor the entire compensation and refund process through the Air Seva portal, allowing authorities to resolve pending complaints and address payment delays in real time.

Issues Faced by Passengers Who Booked via OTAs

While IndiGo has already initiated refunds for cancelled flights, many passengers who booked through OTAs are still waiting for their full refunds.

In several cases:

• IndiGo has refunded the amount to the OTA

• But the OTA has not credited the amount to passengers’ bank accounts or credit card reward points

The DGCA has directed all OTAs to refund the full amount without any deductions to affected passengers.

Large-Scale Flight Cancellations in Early December

Cancellation Figures Explained

Between December 1 and December 9, IndiGo cancelled a total of 4,354 flights.

• On December 3, 4, and 5 alone, 2,507 flights were cancelled

  • 2,456 domestic flights

  • 51 international flights

Assuming an average of 150 passengers per flight, nearly 3.8 lakh passengers may be eligible to receive travel vouchers.

The total compensation payout is estimated to exceed ₹376 crore, including additional compensation for delays.

Government Steps In to Streamline Refunds and Compensation

Following government intervention, IndiGo announced that it will begin issuing ₹10,000 travel vouchers from December 26 to passengers who were “seriously affected” by cancellations or long delays.

In addition to vouchers, the airline is also required to pay ₹5,000 to ₹10,000 in cash compensation under DGCA and government guidelines.

Dual Strategy to Ensure Faster Payments

To streamline the process, the government has adopted a dual-track approach:

• Direct website bookings: Payments to begin within one week

• OTA bookings: IndiGo instructed to coordinate with platforms such as MakeMyTrip, Cleartrip, and others to collect passenger data and credit compensation directly to customers’ accounts

The Air Seva portal will provide real-time monitoring of the entire refund and compensation process.