IndiGo Flight Disruptions: Do Passengers Get a Full Refund When Flights Are Cancelled or Delayed?
IndiGo’s nationwide flight disruptions have sparked major concerns among air travellers in India. On 5 December alone, the airline cancelled more than 700 flights, marking the fourth consecutive day of severe service interruptions. Over the last four days, IndiGo has been compelled to cancel over 1,000 flights, with Delhi Airport experiencing the worst impact as most IndiGo departures from the capital were grounded.
With thousands of passengers stranded or facing long delays, the biggest question on everyone’s mind is: Are travellers entitled to a full refund if IndiGo cancels or reschedules a flight?
Understanding IndiGo’s ‘Plan B’ Policy
To address large-scale schedule disruptions, IndiGo offers a customer-friendly system called ‘Plan B’. This policy is activated in situations where a flight is cancelled, delayed significantly, or its timing is changed by the airline.
Under Plan B, passengers get two major options:
1. Rebook at No Extra Cost
Travellers can choose a new flight on a different date or time without paying any additional charges. The airline waives all modification fees in such cases.
2. Cancel and Get a Full Refund
If the revised schedule does not work for the passenger, they may choose to cancel the ticket entirely and claim a 100% refund. No cancellation penalty or hidden charge is applied when the change happens due to the airline.
This allows passengers to make flexible decisions during unexpected operational disruptions.
How to Apply for a Refund or Rebook a Flight
Passengers who want to opt for rebooking or claim their money back must visit IndiGo’s official website and enter their PNR number. Refunds typically take up to seven working days to reflect in the original mode of payment.
For tickets booked through travel agents or online travel portals, the refund must be initiated through the same channel.
DGCA Guidelines: What Rights Do Passengers Have?
India’s aviation regulator, the Directorate General of Civil Aviation (DGCA), has clearly defined passenger rights when a flight is cancelled or delayed.
Full Refund or Alternate Flight Is Mandatory
If an airline cancels a flight, it must either provide a complete refund or offer an alternate flight to the passenger.
Meals and Refreshments for Passengers Waiting at the Airport
When cancellations or long delays occur while passengers are already at the airport, airlines must provide food and refreshments until the next available flight.
Compensation If Information Is Not Provided Three Hours in Advance
If the airline fails to inform passengers about a cancellation at least three hours before departure, DGCA rules mandate compensation of up to ₹10,000, depending on the length of the flight. This is in addition to a full refund or an alternative travel option.
However, no compensation is required if the cancellation is due to extraordinary circumstances such as severe weather, airspace restrictions, or emergencies beyond the airline’s control.
Hotel Stay and Transport for Extended Delays
When a flight is significantly delayed, passengers may also be entitled to hotel accommodation, meals, and ground transport, depending on the duration of the delay and the airline’s policy. These provisions ensure that travellers are not left stranded during unavoidable flight disruptions.
Why Understanding Airline Policies Helps Travellers
Knowing airline policies like Plan B and DGCA’s passenger rights framework can help travellers make informed decisions during large-scale operational issues. Whether opting for the next available flight or requesting a full refund, being aware of these rules helps reduce stress when travel plans go wrong.
As IndiGo continues to manage one of its largest operational crises, passengers are advised to stay updated through official channels and make use of available refund or rebooking options to minimise inconvenience.
