The Indian government has issued a firm directive to IndiGo, instructing the airline to immediately begin the process of compensating thousands of passengers who faced severe disruptions due to massive flight cancellations earlier this month. The order came after a review meeting chaired by Aviation Secretary Samir Sinha on Friday.
Compensation Details and Government Directive
Starting December 26, IndiGo will begin disbursing travel vouchers worth Rs 10,000 each to passengers who were severely impacted and stranded at airports for many hours on December 3, 4, and 5. This compensation is separate from the refunds for cancelled tickets and an additional payment of Rs 5,000 to Rs 10,000 as per existing government norms for such disruptions.
An official stated that the compensation payment should commence within a week for passengers who booked tickets directly through the IndiGo website, as their data is readily available. For those who booked via travel agents or Online Travel Agencies (OTAs) like MakeMyTrip, the airline has been directed to proactively collect passenger information from these intermediaries and ensure direct payment. The Directorate General of Civil Aviation (DGCA) has been tasked with ensuring every affected passenger receives their due, with supervision from the ministry through the Air Seva portal.
The Scale of Disruption and Refund Challenges
The scale of the operational meltdown was significant. Between December 1 and 9, IndiGo cancelled a staggering 4,354 flights. The core of the crisis hit on December 3, 4, and 5, with 2,456 domestic and 51 international flights cancelled. Conservative estimates suggest that for these 2,507 flights alone, assuming 150 passengers per flight, the airline may have to issue vouchers to over 3.8 lakh passengers, amounting to a potential financial outlay of over Rs 376 crore.
While IndiGo executives claim they have initiated full refunds for the affected days without any deductions, passengers who booked through third-party platforms are facing delays. Asha Sen, a banker from South Delhi, shared her ordeal, stating that while IndiGo confirmed the refund initiation for her December 7 Udaipur-Delhi flight, the OTA has not yet processed it to reverse the credit card points and balance payment. IndiGo has shifted the onus, stating it is now up to the OTAs to transfer the full refunds to passengers.
OTAs Step Up and Regulatory Oversight
Sources indicate that leading OTAs have been proactive. MakeMyTrip, for instance, is said to have initiated refund payments worth nearly Rs 10 crore even before receiving the funds from IndiGo. This action follows a meeting called by the DGCA last week with OTAs, where they were instructed to ensure full refunds are processed without any cuts to the passengers.
The government's intervention underscores its focus on passenger rights and holding airlines accountable for operational failures. The directive aims to bring swift relief to the travelers who endured hours of uncertainty and inconvenience at airports during the peak travel season.
