IndiGo Operational Crisis: Affected Passengers to Receive ₹10,000 Travel Voucher and Compensation for Flight Cancellations

Passengers who faced major travel disruptions due to IndiGo’s operational crisis in early December finally have some relief coming their way. IndiGo, India’s largest airline, has announced a new compensation plan for travellers impacted by mass flight cancellations during that period.

The airline confirmed that customers whose flights were cancelled unexpectedly will be issued travel vouchers worth ₹10,000 as compensation for the inconvenience. These vouchers will be available from Friday onward and can be redeemed on any IndiGo domestic or international flight within the next 12 months.

Along with vouchers, IndiGo has also assured monetary compensation for passengers whose flights were cancelled within 24 hours of departure. Depending on the block time of the flight, travellers will be eligible for compensation ranging from ₹5,000 to ₹10,000. IndiGo has clarified that the payout will adhere strictly to the aviation compensation guidelines set by the Ministry of Civil Aviation and the Directorate General of Civil Aviation (DGCA).

Refunds Under Process

IndiGo stated that refunds for most cancelled flights have already been processed and credited to passengers. However, a few pending refund cases—especially those booked through travel agents or online platforms—are also being cleared on priority. The airline assured passengers that all outstanding refunds will be completed soon.

Airline to Contact Passengers Directly

Starting December 26, IndiGo’s customer support team will begin reaching out to travellers using the contact details available in its booking database.

For customers who booked their tickets through partner platforms, the airline is currently coordinating with respective agencies to gather updated passenger information. Once verified, the eligible customers will receive their travel vouchers directly.

In situations where IndiGo is unable to connect with passengers, the airline will launch a dedicated self-service claims webpage on January 1. Affected travellers will be able to submit their flight details online and claim their compensation easily.

What Caused the IndiGo Crisis?

The operational meltdown began on December 2 and continued for nearly 10 days, severely affecting air travel during the busy holiday season. Between December 3 and 5, thousands of passengers were stranded at airports for long hours, with over 2,000 flights cancelled across the country.

Major metro cities such as Delhi, Mumbai, and Hyderabad witnessed the highest disruptions. Sources indicated that the crisis stemmed from challenges in implementing new duty and rest norms for pilots, which led to widespread operational imbalance.

Government Intervention & Regulatory Action

Considering the severity of the situation, the Ministry of Civil Aviation took strict actions, including:

• Cutting 10% of IndiGo’s winter flight schedule

• Putting a temporary cap on airfares to prevent sudden price hikes

• DGCA issuing a show-cause notice to IndiGo’s CEO

• Formation of a high-level inquiry panel to examine operational failures

The regulatory authorities have emphasized that passenger safety and convenience must never be compromised due to internal management issues.

A Relief Measure Passengers Welcomed

For many travellers who faced stress, financial loss, and holiday disruptions due to the chaos, the announcement of compensation has come as a much-needed relief. IndiGo's latest initiative aims to restore trust and ensure smooth travel experiences going forward.

Passengers are advised to keep their booking details ready and respond promptly when contacted by the airline—or alternatively, file a claim through the web portal launching January 1, if needed.