India’s largest airline, IndiGo, faced one of its biggest operational crises in early December 2025 after cancelling more than 800 flights on December 6 alone. The disruption was triggered by crew shortages and scheduling challenges following the implementation of new Flight Duty Time Limitation (FDTL) regulations. Thousands of passengers across metro and non-metro airports were stranded, prompting swift intervention from the government.
Why IndiGo Cancelled Hundreds of Flights
The cancellations were largely caused by:
- Shortage of available cabin crew and pilots
- Roster disruptions due to new duty-hour regulations
- Operational bottlenecks during peak travel demand
With more than 2,000 daily flights under normal circumstances, even a partial breakdown had a massive ripple effect. The crisis disrupted travel plans nationwide and led to airport congestion, missed connections, and delayed baggage deliveries.
Government Steps In: Orders on Refunds, Fares and Support
The Ministry of Civil Aviation directed IndiGo to take immediate corrective measures. These included:
- All refunds to be completed by 8 PM on December 7, 2025
- No rescheduling fees for affected passengers
- Dedicated customer support cells for proactive outreach
- Baggage to be delivered within 48 hours for disrupted flyers
The government also warned that non-compliance could attract regulatory action, placing significant pressure on the airline to stabilise operations quickly.
Step-by-Step Guide: How Passengers Can Claim Refunds
IndiGo has activated its digital “Plan B” recovery tool for fast refunds and rescheduling. Passengers can follow these steps:
- Visit goindigo.in
- Go to the Support section
- Select “Plan B”
- Enter your PNR/Booking Reference
- Enter your Email ID or Last Name
- Choose:
- Full refund (processed within 7 business days), or
- Reschedule your flight
For automatically cancelled flights, refunds will be processed without any passenger request until operations fully stabilise.
Important Exception:
If the booking was made via a travel agent or online agency, passengers must contact the agency directly for refunds.
What Passengers Should Watch Out For
While refunds are being processed, passengers are advised to:
- Monitor registered email and SMS alerts
- Retain screenshots of cancellation confirmations
- Follow up on baggage complaints within the 48-hour delivery window
- Avoid unofficial agents offering “fast refund services”
Bigger Impact on Air Travel
The disruption highlights how tightly stretched airline operations can become under regulatory transitions. It has also sparked renewed debate around crew welfare, passenger protection, and operational resilience. With peak holiday travel underway, authorities remain on high alert to prevent further chaos.
