IndiGo, India’s largest airline, is facing extraordinary operational turmoil in December 2025, with mass cancellations leaving passengers stranded across major hubs such as Delhi, Mumbai, Chennai and Bengaluru. Since early December, the airline has grounded thousands of flights, and on December 5 alone, IndiGo cancelled every single flight from Delhi Airport until midnight, taking total cancellations beyond 750 in just one day. The disruption has been reflected in the airline’s on-time performance, which has collapsed from a relatively low 35% average to only 19.7% on Wednesday and an alarming 8.5% on Thursday. IndiGo has formally informed the Directorate General of Civil Aviation (DGCA) that full operational stabilisation will likely be possible only by February 10, 2026, and that cancellations are expected to continue until at least December 8.
The immediate cause of the crisis lies in IndiGo’s failure to properly transition to Phase 2 of the Flight Duty Time Limitations (FDTL) norms, introduced by the DGCA on November 1, 2025. The new rules impose stricter limits on pilot working hours, cut maximum night landings per month from six to two, and mandate 48 hours of weekly rest instead of 36. IndiGo underestimated its manpower requirements under these stricter regulations and did not recruit or train enough pilots in advance, resulting in a severe crew shortage that snowballed into flight disruptions nationwide. With this, understanding passenger rights under DGCA guidelines has become crucial for travellers affected by cancellations.
To manage the fallout, IndiGo has issued a public apology and assured customers of full refunds, rebookings, hotel stays, and meals wherever applicable. The fastest way to claim a refund is via the airline’s online refund portal by entering the booking reference or PNR and submitting a cancellation request. As the flight cancellations were initiated by IndiGo and not by passengers, the airline is not allowed to deduct any cancellation fees, and refunds must be issued in full within seven working days. Passengers who paid in cash at airport counters can request refunds directly at the counter, while those who booked through travel agencies or third-party booking sites must route their refund claims through those platforms. For unresolved or technical issues, passengers may email customer.relations@goindigo.in with booking details to request manual processing.
In addition to refunds, IndiGo has launched a “Plan B” policy allowing passengers to switch to another IndiGo flight at no cost or, alternatively, opt for a complete refund. Notifications with instructions are sent via email and SMS whenever a flight is cancelled or significantly rescheduled, making it essential for travellers to keep contact information updated in their booking records.
The DGCA’s passenger-rights framework ensures strong protections when an airline cancels a flight. Regardless of circumstances, passengers are entitled to a full refund if a flight is cancelled, and no airline may insist on rebooking instead. In cases where cancellation notices are issued between 14 days and 24 hours before departure, passengers must either receive an alternate flight departing within two hours of the original schedule or be compensated up to ₹10,000. When cancellations occur less than 24 hours before departure — including airport-time disruptions — passengers are entitled to a refund, meals, and additional monetary compensation according to flight duration. For short flights of one hour or less, compensation may reach ₹5,000; for flights between one and two hours, ₹7,500; and for flights exceeding two hours, ₹10,000.
The rules include an “extraordinary circumstances” exception that allows airlines to avoid paying compensation if cancellations were driven by events beyond their control, such as extreme weather, air-traffic restrictions, strikes or security risks. IndiGo may invoke this clause by arguing that the cancellations stem from regulatory changes to pilot duty limits. However, legal experts remain divided on whether a regulatory mandate qualifies as extraordinary when an airline had sufficient time to plan for compliance but failed to do so. Several consumer-rights bodies argue that the crisis was caused by flawed operational planning rather than unforeseen disruption, meaning compensation could still be legally enforceable.
Passengers who struggle to obtain refunds or compensation can escalate their complaints. The first step is to lodge a grievance directly with IndiGo’s customer-care team, which is required to acknowledge complaints within seven days and attempt resolution within 30 days. If the airline fails to respond satisfactorily, passengers can file a complaint on the government’s AirSewa portal (airsewa.gov.in) by submitting full booking and cancellation details along with supporting documents. If the issue still remains unresolved, travellers may escalate the matter to the DGCA’s Passenger Grievance Cell for intervention. As a final step, passengers can pursue the case through a consumer court under the Consumer Protection Act, 2019, where not only the refund and compensation can be ordered, but additional damages may also be awarded for financial loss and mental distress arising from the airline’s actions.
