MoCA Cracks Down on IndiGo: Refund Deadline, Fare Caps, Passenger Support Cells Ordered Amid Nationwide Disruptions

New Delhi, December 7: The Ministry of Civil Aviation (MoCA) has issued a series of stringent directives to IndiGo and other airlines in response to widespread flight cancellations and operational disruptions across the country. In a strong message aimed at protecting passenger rights, the ministry has ordered immediate refund processing, capped airfares on affected routes, and mandated enhanced passenger support mechanisms.

IndiGo has been instructed to clear all pending passenger refunds by 8:00 PM on Sunday, December 7, 2025, without exception. Airlines have also been barred from levying any rescheduling charges for passengers whose travel plans were affected. MoCA has warned that any delay or non-compliance will invite immediate regulatory action.

Dedicated Passenger Support & Refund Cells Activated

To ensure seamless grievance redressal, IndiGo has been directed to set up special passenger support and refund facilitation cells. These units must proactively reach out to all impacted passengers, process refunds automatically, and arrange alternative travel where possible—removing the need for repeated follow-ups.

The Ministry has reiterated that the system of automatic refunds will remain active until full operational stability is restored.

Strict Oversight on Baggage Handling

Amid reports of passengers arriving without their checked-in baggage due to cancelled or disrupted flights, MoCA has directed IndiGo to track and deliver all separated baggage within 48 hours. Passengers must be kept informed of delivery timelines, and any compensation required under passenger charter rules must be provided without delay.

Airfare Caps Imposed to Prevent Opportunistic Pricing

In a separate but connected directive, MoCA has invoked its regulatory authority to curb instances of surge pricing observed during the disruption.

All airlines have been ordered to comply with prescribed fare caps for affected routes. These caps will remain in effect until normal operations resume.

The Ministry noted concerns that certain carriers were charging unusually high fares at a time when hundreds of passengers were stranded or seeking urgent travel, including senior citizens, students, and medical patients.

MoCA has now begun real-time monitoring of airfare data through both airlines and online travel aggregators. Any deviation from the capped fare levels will trigger immediate corrective measures.

Zero-Inconvenience Policy and Ongoing Coordination

MoCA has stated that its priority is to ensure zero inconvenience for passengers during the disruption. The Ministry remains in continuous coordination with:

• Airlines
• Airport operators
• Security agencies
• Air traffic management
• Airport facilitation teams

Special instructions have been issued to ensure additional assistance for senior citizens, differently-abled passengers, children, and travellers requiring urgent or medical travel.

Background: Revised FDTL Norms and Operational Mismanagement

Earlier this week, the Minister had expressed dissatisfaction over the airline’s inability to prepare for the phased rollout of revised Flight Duty Time Limitations (FDTL), which IndiGo cited among the causes of crew shortages and cascading cancellations. MoCA has reiterated that airlines had ample notice to anticipate and plan for these regulatory changes aimed at improving pilot fatigue management and flight safety.

What Happens Next

The Ministry will continue round-the-clock monitoring of IndiGo’s operations, passenger handling, and refund compliance. DGCA officers have already been deployed inside IndiGo’s operational control centers for continuous oversight.

MoCA has underscored that public interest and passenger rights remain paramount, and that full operational normalcy must be restored at the earliest.