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Fifth day of IndiGo crisis: Over 800 flights cancelled; Orders to refund tickets by Sunday evening!

  Domestic airline IndiGo cancelled over 800 flights on the fifth day of the ongoing crisis on Saturday, even as the government imposed a cap on airfares and directed the airline to process all refunds by evening.

The airline's on-time performance from six metro airports fell by 3.7 per cent on Friday, according to the Civil Aviation Ministry's website.

The government said regulatory action will be initiated against the airline in case of non-compliance with any rules.

With thousands of passengers affected due to disruptions in IndiGo's flights, the Civil Aviation Ministry on Saturday directed the airline to complete the process of ticket refunds for cancelled flights by Sunday evening and ensure that passengers' belongings separated from them are delivered to them in the next two days.

The airline had cancelled over 1,000 flights on Friday. The airline said its teams are focused on stabilizing the schedule, minimizing delays and supporting customers during this period.

IndiGo also said in a statement that it is resolving all customer refund issues “on a priority basis”.

The Ministry of Civil Aviation said in a statement that the refund process for all cancelled or disrupted flights should be completed by 8 pm on Sunday. It said, “Airlines have also been instructed not to charge any re-scheduling charges from passengers whose travel plans have been affected due to cancellations.”

IndiGo has also been instructed to set up a dedicated passenger assistance and refund facilitation cell. “These cells have been tasked with proactively reaching out to affected passengers and ensuring that refunds and alternative travel arrangements are processed without the need for multiple follow-ups,” the statement said.

“The automatic refund system will remain active until operations are fully stabilized,” the statement said.

In addition, the ministry said airlines should ensure that baggage separated from passengers due to flight cancellations or delays is traced and handed over to them within the next 48 hours.

“The number of cancelled flights on Saturday has come down to less than 850, which is significantly less than Friday. We are continuing to work to gradually reduce this number in the next few days,” IndiGo said.
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