Aviation Ministry Orders IndiGo to Deliver Delayed Passenger Baggage Within 48 Hours and Complete All Refunds by December 7

The Ministry of Civil Aviation has issued firm instructions to IndiGo airline regarding the handling of passenger baggage that has been separated due to flight cancellations or delays, mandating delivery within 48 hours.

Union Civil Aviation Minister Ram Mohan Naidu Kinjarapu announced these strict directives on social media platform X, addressing the widespread flight disruptions affecting IndiGo passengers. The minister has ordered the airline to clear all pending passenger refunds and complete the entire refund process for cancelled or disrupted flights by 8 PM on December 7, 2025.

In his official communication, Minister Kinjarapu stated: "The Ministry of Civil Aviation has directed IndiGo to clear all pending passenger refunds without delay and mandated that the refund process for all cancelled or disrupted flights must be fully completed by 8:00 PM on Sunday, 7 December 2025. Ministry has directed IndiGo to ensure that all baggage that was separated from passengers due to cancellations or delays is traced and delivered to the passenger's residential or chosen address within the next 48 hours."

The Ministry's statement further revealed that airlines have been instructed not to impose any rescheduling charges for passengers affected by the recent operational disruptions. The Ministry has warned that delays or non-compliance in processing refunds will result in immediate regulatory action.

To improve customer service during this period, IndiGo has been instructed to establish dedicated passenger support and refund facilitation cells. These specialized units are required to proactively contact affected passengers to process refunds and arrange alternative travel options, ensuring that customers don't need to make repeated follow-up inquiries. The Ministry confirmed that the automatic refund system will remain active until flight operations return to normal conditions.

Regarding the issue of mishandled baggage, the Ministry emphasized its directive that all separated luggage must be traced and delivered to passengers' homes or designated locations within 48 hours. Airlines are required to maintain transparent communication about tracking and delivery timelines and to provide appropriate compensation where applicable under existing passenger rights regulations.

The Ministry of Civil Aviation assured the public that it is maintaining continuous coordination with airlines, airports, security agencies, and other stakeholders to enforce a "zero-inconvenience" approach for travelers. Oversight mechanisms have been strengthened to ensure proper assistance for senior citizens, persons with disabilities, students, and medical passengers requiring urgent travel. The statement concluded by noting that efforts are underway to restore complete operational normalcy as quickly as possible.