IndiGo Flight Cancellations 2025: What Your Rights Are and How to Claim Them

IndiGo’s massive flight cancellation crisis in December 2025 left thousands of passengers stranded at airports across India. The Directorate General of Civil Aviation (DGCA) responded with close oversight and directives to protect travellers by ensuring refunds, compensation and timely delivery of baggage.

Under Indian aviation rules, passengers have specific legal rights when flights are cancelled. These come from the DGCA’s Civil Aviation Requirements (CAR) Section 3, Series M, Part IV, titled “Facilities to be provided to passengers by airlines due to denied boarding, cancellation of flights and delays in flights”.

What the Law Says

1. Refunds and Alternate Travel

If your flight is cancelled, the airline must offer a full refund of your ticket price including taxes and fees.

Alternatively, the airline must provide rebooking on the next available flight at no extra cost.

This applies whether the cancellation was notified well in advance or at the last minute.

 

2. Compensation for Late or No Notice

Compensation depends on when the passenger is informed:

If the airline fails to notify you at least 24 hours before departure, or if you miss a connecting flight on the same ticket because of the airline’s fault, compensation must be paid in addition to refund or alternate travel.

Under Clause 3.3.2 of the CAR:

• Flights up to 1 hour’s block time: ₹5,000 or basic fare + fuel charge (whichever is less)
• Flights 1–2 hours: ₹7,500 or basic fare + fuel charge
• Flights over 2 hours: ₹10,000 or basic fare + fuel charge

 

3. Meals, Refreshments, Accommodation

While you wait for an alternate flight:

• Airlines must provide meals and refreshments at the airport.
• If the wait extends overnight, they must offer hotel accommodation and transfers.

 

4. Force Majeure Exceptions

Airlines can refuse compensation only if the cancellation was due to extraordinary circumstances beyond their control, such as natural disasters, political instability, security risks, government action, or air traffic control issues. They must prove they took all reasonable measures to avoid the disruption.

When Consumer Courts Step In

Even with DGCA rules, airlines sometimes deny compensation by citing vague “operational reasons”. In such cases, passengers can approach consumer courts under the Consumer Protection Act, 2019 for deficiency in service.

Courts have held airlines liable when they fail to prove valid reasons for cancellations or when their explanations are vague. Some orders have resulted in substantial compensation for passengers, including amounts far exceeding statutory DGCA compensation in severe cases.

 Step‑by‑Step Claim Template

Here is a simple template you can use to request a refund and compensation:

Subject: Request for Refund and Compensation – [Flight Number], [Date]

1. Passenger Details:

Dear [Airline Name] Customer Service,

I am writing about my flight [Flight Number] scheduled on [Date] from [Origin] to [Destination]. My booking reference (PNR) is [PNR Number].

2. Facts of the Case:

The flight was cancelled by the airline. I was informed at [time] and experienced inconvenience and additional expenses.

3. Legal Reference:

Under DGCA CAR Section 3, Series M, Part IV, I am entitled to:

• A full refund of my ticket;
• Compensation as specified under Clause 3.3.2 for last‑minute cancellation;
• Meals and refreshments while waiting and accommodation if applicable.

4. Supporting Documents:

Attached are booking confirmation, cancellation notice and any relevant receipts.

5. Remedy Requested:

I request processing of my refund and compensation within 7 working days and written confirmation.

6. Escalation: If unresolved, I will file a complaint via the DGCA AirSewa portal and consider recourse under the Consumer Protection Act, 2019.

Tips for Passengers

1. Keep all boarding passes, cancellation SMS/email, tickets and receipts.
2. File claims through the airline’s official website or app.
3. If responses are slow, use the AirSewa portal (airsewa.gov.in) or the DGCA grievance cell.
4. For additional relief, consumer court action can be considered.

Bottom Line

Indian aviation rules give passengers strong rights to refunds, rebooking and compensation if flights are cancelled at short notice. Where airlines fail to comply, consumer law provides extra avenues for justice. Armed with the provisions above and this claim template, you can assert your rights more confidently in the aftermath of the IndiGo disruption.

Authored by,
Ms. Jagriti Dugar
(Associate Advocate – IPR Prosecution)