IndiGo promises automatic refunds and free rescheduling as flight cancellations peak

Amid one of the largest operational disruptions in its history, IndiGo on Friday announced a sweeping set of passenger relief measures — led by automatic refunds and full waivers on cancellations and rescheduling — as the airline continued to cancel hundreds of flights nationwide.

The announcement came on a day the Directorate General of Civil Aviation (DGCA) eased a key pilot duty rule to help stabilise airline operations, withdrawing its earlier bar on substituting leave for weekly rest following three days of disruptions in operation. 

With Friday expected to record the highest number of cancellations, IndiGo acknowledged a “serious operational crisis” and said it was taking “all necessary short-term steps” to reset schedules and restore normalcy starting Saturday.

The airline said all refunds for cancelled flights will be processed automatically to the original mode of payment. It has also announced a complete waiver on cancellations and rescheduling for passengers booked to travel between December 5 and 15, 2025.

To cushion the impact on travellers stranded across airports, IndiGo said it had arranged thousands of hotel rooms, surface transport, and was working to ensure food and snacks for waiting passengers. Lounge access for senior citizens is also being arranged “wherever possible”.

IndiGo urged passengers not to head to the airport without checking flight status and apologised for long customer-care wait times, adding that contact-centre capacity had been “massively increased”. Its AI assistant, 6Eskai, will help with refunds, rebookings and status updates.

Reiterating its apology, the airline said: “We will do everything to earn back your trust… Our teams remain dedicated to restoring normal operations and helping every customer with care and respect.”