New Delhi: The Ministry of Civil Aviation (MoCA) has directed IndiGo to clear pending passenger refunds by 8 pm on Sunday.
The government also directed IndiGo to trace and deliver misplaced baggage of passengers to their residential or chosen address within 48 hours.
“The ministry mandated that the refund process for all cancelled or disrupted flights must be fully completed by 8 pm on Sunday, December 7,” MoCA said in a statement, and warned the airline of regulatory action in case of non-compliance.
“Airlines have also been instructed not to levy any rescheduling charges for passengers whose travel plans were affected by cancellations. Any delay or non-compliance in refund processing will invite immediate regulatory action,” the ministry warned.
“Airlines have been told to maintain clear communication with passengers regarding tracking and delivery
timelines and to provide compensation where required under existing passenger rights regulations,” the ministry said.
As the unprecedented IndiGo meltdown entered its fifth day, with 405 domestic flights being cancelled on Saturday, the government asked India’s most used domestic airline to set up dedicated passenger support and refund facilitation cells to ensure seamless grievance redressal.
These cells will have to proactively contact affected passengers and ensure that refunds and alternative travel arrangements are processed without the need for multiple follow-ups. Automatic refunds will remain active until operations stabilise completely.
“The Ministry of Civil Aviation remains in continuous coordination with airlines, airports, security agencies, and all operational stakeholders to ensure that passenger rights are fully protected during this period of disruption, like proper facilitation for senior citizens, differently-abled passengers, students, patients, and all those requiring urgent travel,” MoCA said.
Earlier in the day, the government enforced a cap on airfares so that passengers are not overcharged.