Why Did IndiGo Face 100 Consumer Complaints Over Ticket Refunds?
Key Points
- 1100 complaints were filed against IndiGo via the National Consumer Helpline for cancellations and partial refunds.
- 2The complaints stem from an early December 2025 operational crisis, which led to a mandated 10% reduction in IndiGo's winter flight schedule.
- 3The DGCA is now handling the grievances, which were forwarded by the Consumer Affairs Ministry via Air Seva.
- 4IndiGo reported operating 2,100-2,200 daily flights, but official data showed a 62.2% On-Time Performance on December 23, 2025.
The Consumer Affairs Ministry has received approximately 100 passenger complaints against IndiGo. The grievances center on flight cancellations, delayed refunds, and claims of partial compensation. Consumer Affairs Secretary Nidhi Khare confirmed the complaints on Wednesday. Khare spoke during an event marking National Consumers Day. The complaints were logged on the National Consumer Helpline. They have since been forwarded to Air Seva, the government’s air travel grievance platform. The ministry also shared all complaints with the aviation regulator for further action.
Background to Operational Challenges
The complaints follow a significant operational crisis for IndiGo earlier in December 2025. The airline faced widespread flight cancellations and delays. This was primarily due to a crew shortage. The shortage stemmed from implementing new pilot Flight Duty Time Limitations (FDTL) norms. Media reports indicate over 2,000 flights were canceled in a week. The Ministry of Civil Aviation mandated a 10% reduction in IndiGo's winter flight schedule. This action was taken to stabilize the network.
Regulator and Consumer Action
The complaints forwarded to Air Seva will now be handled by the aviation regulator, the Directorate General of Civil Aviation (DGCA). Passengers alleged they received only partial refunds. Others sought compensation after missing connecting flights. DGCA rules govern compensation for cancellations and delays. These rules are part of the Civil Aviation Requirements (CAR). The DGCA is tasked with ensuring all eligible passengers receive compensation. The Ministry of Civil Aviation monitors this process.
- Key Issue: Passengers complained of partial refunds and compensation delays.
- Regulatory Step: Complaints sent to Air Seva and the DGCA for resolution.
- Operational Context: Crisis linked to new pilot duty norms and dense fog in northern India.
IndiGo’s Stability and Future Plans
IndiGo released a statement affirming its operational stability. The airline claims it is ready for the holiday season traffic surge. It has been gradually adding capacity since December 9. IndiGo reports operating around 2,100 to 2,200 flights daily. It carries over one million passengers every three days. The airline services 138 operational destinations. However, official data shows its on-time performance (OTP) has been affected. For example, IndiGo's OTP was 62.2% on December 23, 2025, according to the Ministry of Civil Aviation. This contrasts with the airline’s claim of maintaining its performance standards.
IndiGo acknowledged recent operational challenges. Dense fog in northern India caused industry-wide disruptions. The airline stated it managed its operations efficiently. It is now focusing on improving reliability for the harsher winter ahead.
Looking forward, IndiGo is preparing for fleet expansion. It plans to induct its first Airbus A321XLR aircraft. This new model will boost medium- and long-haul connectivity. New international routes are also planned. Flights from Delhi and Mumbai to Athens are set to begin on January 23, 2026. The airline reaffirmed its commitment to improving connectivity within India and globally.
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