The Central government stepped in decisively on Saturday, issuing a strict set of directives to budget carrier IndiGo as the airline's operational crisis, marked by hundreds of cancellations and soaring ticket prices, entered its fifth consecutive day. The Ministry of Civil Aviation stated the intervention was crucial to protect passengers from uncertainty, exorbitant fares, and indefinite delays.
Key Directives to Tackle Passenger Woes
In a significant move, the government has ordered IndiGo to clear all pending passenger refunds for cancelled or disrupted flights by 8 PM on Sunday, December 7. This directive aims to provide immediate financial relief to affected flyers. Furthermore, airlines, including IndiGo, have been instructed not to charge any rescheduling fees from passengers impacted by cancellations or major delays.
The ministry has also mandated that IndiGo must trace and deliver all baggage separated from passengers during the disruption to their chosen address within the next 48 hours. Clear communication on tracking and delivery, along with compensation as per existing regulations, is required.
Fare Caps and Operational Relief Measures
To curb the practice of surge pricing during the crisis, the government has imposed fare caps across all affected routes. These caps must be strictly adhered to until operations normalize, with violations inviting regulatory action. In a bid to help airlines manage crew shortages, the DGCA's Flight Duty Time Limitations (FDTL) norms have been temporarily put on hold, allowing for more flexible deployment of cockpit crew without compromising safety.
The Civil Aviation Ministry expects flight schedules to start normalizing within 24 hours and to be fully stable within the next three days.
Enhanced Passenger Support and Monitoring
The directives also include several passenger-centric measures. If a flight is cancelled, airlines must now issue full refunds automatically, without requiring a passenger request. For passengers stranded due to long delays, airlines are obligated to provide hotel accommodation, refreshments, and essential services.
Special support, including lounge access, faster processing, and dedicated assistance, must be extended to vulnerable travelers. To ensure real-time monitoring and swift coordination, the government has activated a 24x7 control room. The contact numbers are 011-24610843, 011-24693963, and 096503-91859.
