Complete all pending passenger refunds by 8 pm on Sunday: Centre to IndiGo
AMID the ongoing flight crisis across the nation, the Ministry of Civil Aviation on Saturday directed IndiGo to clear all pending passenger refunds by 8 pm on Sunday.
As reported by news agency IANS, the statement from the ministry comes amid the ongoing disruption of IndiGo flights, which continued for its fifth consecutive day, with a total of 405 domestic flights cancelled.
While issuing the statement, the Ministry emphasised, ”Mandated that the refund process for all cancelled or disrupted flights must be fully completed by 8:00 PM on Sunday, December 7.”
It also added that, “Airlines have also been instructed not to levy any rescheduling charges for passengers whose travel plans were affected by cancellations,” as cited by news agency IANS.
The Ministry of Civil Aviation further clarified that "any delay or non-compliance in refund processing will invite immediate regulatory action".
Furthermore, the government has also directed IndiGo to trace and deliver baggage separated from passengers to their residential or chosen address within the next 48 hours.
The statement by the Ministry also mentioned that, “Airlines have been told to maintain clear communication with passengers regarding tracking and delivery timelines, and to provide compensation where required under existing passenger rights regulations,” as per IANS.
The government has also asked the airline to set up dedicated passenger support and refund facilitation cells to ensure seamless grievance redressal.
These cells have been tasked to proactively contact affected passengers and ensure that refunds and alternative travel arrangements are processed without the need for multiple follow-ups. The system of automatic refunds will remain active until operations stabilise completely.
“The Ministry of Civil Aviation remains in continuous coordination with airlines, airports, security agencies, and all operational stakeholders to ensure that passenger rights are fully protected during this period of disruption,” the statement from the Ministry of Civil Aviation also added.
This includes “proper facilitation for senior citizens, specially abled passengers, students, patients, and all those requiring urgent travel”.Following the crisis, the government noted that it remains “fully committed to restoring complete operational normalcy at the earliest,” as reported by news agency IANS.
