IndiGo flight cancellations: Your rights as a passenger for refunds and compensation explained

IndiGo’s operational problems have now entered the fourth consecutive day, leaving thousands of passengers stranded across India. On Friday, more than 600 flights were cancelled nationwide, creating chaos at airports and affecting travellers’ schedules. Delhi faced the worst disruption, with all IndiGo flights cancelled until 23:59, impacting 235 departures. Chennai airport also saw a full stop of departures until 18:00. Bengaluru reported 52 incoming cancellations and 50 outgoing, while Hyderabad experienced 92 cancellations throughout the day. Over the past four days, the airline has cancelled more than 1,000 flights.

The crisis began earlier this week after an advisory for an Airbus A320 software update caused delays. These delays were worsened by the introduction of new Flight Duty Time Limitations (FDTL) rules. The FDTL norms restrict the maximum hours that airline crew can operate flights, which in turn limits how many flights can be legally flown in a day. Together, these factors caused a cascading effect, resulting in widespread flight cancellations and long delays for passengers.

Passengers at affected airports reported long queues, frustrated travellers, and difficulties in getting timely information about flight status. The situation highlighted the importance of knowing your rights as a passenger when flights are cancelled or delayed.

Passenger rights and how to get refunds or compensation

IndiGo’s official policy states that passengers are entitled to either a free change of date or time or a full refund in certain cases. These include situations where a flight is cancelled, the departure time is moved forward by at least one hour, or the flight is delayed by two hours or more. Passengers can use IndiGo’s Plan B option on its website to select an alternate flight or to request a refund. Once approved, refunds are usually credited within seven business days. Those who booked tickets through travel agents should contact the respective agency to complete the refund process.

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Passengers are also protected under rules issued by the Directorate General of Civil Aviation (DGCA). If the airline fails to inform passengers about a cancellation at least two weeks in advance, passengers are legally entitled to compensation in addition to a full refund. Compensation depends on the length of the flight:

• Flights up to 1 hour: Rs 5,000 or basic fare plus fuel charges, whichever is lower.

• Flights between 1 and 2 hours: Rs 7,500 or basic fare plus fuel charges, whichever is lower.

• Flights over 2 hours: Rs 10,000 or basic fare plus fuel charges, whichever is lower.

Passengers also have the option to decline any alternative flights offered and request a full refund if their flight is delayed by more than six hours. DGCA rules require that refunds paid via cash or bank transfer be processed immediately, while credit card refunds must be completed within seven days.

If passengers feel that their refund or compensation request has been wrongly denied, they can lodge complaints through the AirSewa portal (www.airsewa.gov.in) or the AirSewa mobile application. Complaints can also be addressed to DGCA nodal officers available at all major airports. These platforms serve as the government’s main grievance redressal channels, ensuring passengers have a way to assert their rights.

In summary, while IndiGo’s operational meltdown has caused significant inconvenience, passengers are legally protected. They are entitled to refunds, alternate flights, or compensation depending on the situation. Being aware of your rights and following the proper channels can help reduce stress and ensure that affected passengers receive what they are owed.