New Delhi: IndiGo has announced that it will begin issuing travel vouchers worth Rs 10,000 to passengers who were severely affected by large scale flight cancellations earlier this month. The compensation process will start from December 26 and is aimed at customers who were stranded at airports for several hours between December 3 and December 5.
The move comes after a high level review of the disruption and is intended to provide relief beyond the compensation already prescribed under existing aviation regulations. The vouchers will be issued in addition to the mandatory compensation of Rs 5,000 to Rs 10,000 applicable under government norms for flight cancellations and delays.
The decision was taken following discussions involving senior aviation officials, who directed the airline to ensure that all eligible passengers receive their compensation without delay. IndiGo has been asked to prioritise customers who booked tickets directly through its official website, as their data is already available with the airline. Payments for these passengers are expected to begin within a week.
For passengers who booked tickets through travel agents or online travel platforms, IndiGo has been instructed to coordinate with booking intermediaries to collect passenger details and ensure direct compensation. Aviation authorities will closely monitor the disbursal process to ensure that payments reach affected customers. The civil aviation ministry will also track progress through its grievance redressal system.
While IndiGo has initiated refunds for cancelled flights, delays have been reported in compensating some passengers who booked through online travel agencies, highlighting coordination challenges between airlines and booking platforms. In some cases, booking platforms have processed refunds to customers even before receiving reimbursement from the airline.
IndiGo’s leadership has acknowledged the severity of the operational disruptions and has said that external technical experts will be brought in to identify the root causes of the failures. The airline has stated that this step is aimed at preventing similar large scale disruptions in the future.
According to the airline, its network has been fully restored since December 8, with flight operations stabilising from December 9. IndiGo has reiterated its commitment to customer service and operational reliability as it works to rebuild passenger confidence following the disruptions.
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