IndiGo's Nationwide Meltdown: Passengers Eligible for Full Refund, But What Are Their Rights?

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IndiGo's operational meltdown has entered its fourth consecutive day, stranding thousands of passengers and overwhelming airports. The crisis has resulted in over 1,000 cancellations nationwide, with Delhi experiencing the most significant disruptions. All IndiGo flights from Delhi were cancelled until midnight, affecting 235 departures. The airline's troubles began earlier this week due to a software update advisory and the implementation of revised Flight Duty Time Limitations (FDTL) norms, which restricted crew hours. IndiGo has admitted to the aviation regulator DGCA that the mass cancellations were caused by planning gaps during Phase 2 of the new FDTL rules. The airline is offering alternate travel arrangements or refunds to affected passengers. According to IndiGo's policy, passengers are eligible for a free date or time change, or a full refund, if their flight is cancelled, the departure time is moved forward by an hour or more, or if the flight is delayed by at least two hours. Under DGCA rules, passengers are entitled to compensation ranging from ₹5,000 to ₹10,000, depending on the flight duration and notification provided by the airline. If IndiGo failed to inform passengers of a cancellation at least two weeks in advance or if they missed a connecting flight booked on the same ticket, they are legally owed compensation plus a full refund. Passengers also have the option to claim a full refund if their flight is cancelled or delayed by more than six hours. Refunds must be processed immediately for cash or bank transfers, while credit card refunds should be completed within seven days. If a compensation or refund claim is rejected, passengers can lodge a complaint through the AirSewa portal or at the DGCA nodal officers at major airports. IndiGo's teams are working around the clock to ease customer discomfort and ensure operations stabilize as quickly as possible.