Complete all pending passenger refunds by 8 pm on Sunday: Centre to IndiGo
New Delhi, Dec 6
The Ministry of Civil Aviation on Saturday has directed IndiGo to clear all pending passenger refunds by 8 pm on Sunday.
This comes amid the ongoing disruption of IndiGo flights, which continued for its fifth consecutive day, with a total of 405 domestic flights cancelled.
In a statement, the Ministry “mandated that the refund process for all cancelled or disrupted flights must be fully completed by 8:00 PM on Sunday, December 7â€.
“Airlines have also been instructed not to levy any rescheduling charges for passengers whose travel plans were affected by cancellations,†it added.
The Ministry has clarified that "any delay or non-compliance in refund processing will invite immediate regulatory action".
In addition, 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.
“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,†the Ministry said.
Further, 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 said.
This includes “proper facilitation for senior citizens, differently abled passengers, students, patients, and all those requiring urgent travelâ€.
The government noted that it remains “fully committed to restoring complete operational normalcy at the earliestâ€.
— IANS
Reader Comments
This is a welcome move, but why did it take five days of cancellations for the government to issue this directive? The inconvenience to passengers has been immense. Proactive measures were needed earlier.
The baggage directive is crucial! My cousin's luggage was lost in this chaos. Hope they deliver it soon. The support cells are a good idea if they actually work and don't just put you on hold.
Good step by the Centre. IndiGo's customer service was completely overwhelmed. Automatic refunds until operations stabilize is the need of the hour. Jai Hind!
Mentioning senior citizens and patients specifically is important. Travel during medical emergencies is so stressful. Hope the facilitation is real on the ground and not just on paper.
The "immediate regulatory action" threat is what will make them move. Airlines often take passengers for granted in India. This sets a strong precedent for consumer rights.
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