India’s aviation sector witnessed one of its biggest disruptions in December 2025 as over 2,000 flights operated by IndiGo were cancelled due to crew shortages and operational challenges linked to new Flight Duty Time Limitation (FDTL) norms. The chaos left lakhs of passengers stranded at airports across the country, triggering government intervention and emergency consumer protection measures.
In response, the Ministry of Civil Aviation (MoCA) directed the airline to process all pending refunds by 8 PM on Sunday. IndiGo has since confirmed that refunds worth ₹610 crore have already been cleared, bringing major financial relief to affected passengers.
Government Steps In With Strict Directives
To ensure passenger protection, MoCA issued a string of binding instructions to IndiGo. These included:
- Mandatory processing of 100% refunds for cancelled and severely delayed flights
- Complete waiver of rescheduling charges
- Delivery of all separated or misplaced baggage within 48 hours
- Formation of dedicated customer-support cells for faster dispute resolution
According to the ministry, over 3,000 pieces of misplaced baggage have already been traced and delivered. Officials also warned that any non-compliance with refund timelines could invite regulatory action.
Airport Operations Return to Normalcy
While the refund exercise continued, MoCA confirmed that flight operations at major hubs such as Delhi, Mumbai, Bengaluru, Goa and Chennai gradually returned to normal. Airport directors had initially reported congestion, long queues, and confusion at boarding gates, but conditions stabilised by the weekend.
IndiGo’s daily flight operations also improved significantly — from just 706 flights on Friday to nearly 1,650 flights by Sunday. Authorities said all corrective measures would remain in effect until full operational stability is achieved.
How Passengers Can Check Their Refund Status
Passengers whose flights were cancelled can verify their refund details directly on IndiGo’s official portal:
- Visit: goindigo.in/refund.html
- Enter your PNR/Booking Reference
- Provide your Email ID or Last Name
- Click on “Refund Summary”
- View the current refund status
Refunds are expected to reflect in original payment modes within 5–7 working days, depending on bank processing timelines.
A Wake-Up Call for India’s Aviation Ecosystem
This crisis has exposed the fragility of airline operations when regulatory transitions, crew management, and network scheduling collide at scale. While the government’s swift intervention helped restore order, the financial hit, operational damage, and reputational impact on IndiGo remain significant.
For passengers, the episode reinforces the importance of transparent refund mechanisms and strict regulatory oversight in safeguarding consumer rights during large-scale aviation disruptions.
