INTRODUCTION
IndiGo’s large-scale disruptions around the country have triggered several legal consequences, which requires the airlines to provide refunds, compensation and free rescheduling for passengers. The Ministry of Civil Aviation is keeping a close watch by warning the airlines with strict penalties which may be imposed. Officials are also pressing for faster refund processing and better baggage management to minimise inconvenience to passengers. This raises serious questions about the scope of liability, the extent of regulatory powers and the remedies available to affected travellers under Indian aviation and consumer law.
BACKGROUND
The DGCA is India’s main civil aviation regulator. DGCA’s Civil Aviation Requirements (CAR), along with the Passenger Charter, form the central regulatory foundation for determining passenger entitlements in these situations. The regulations laid down include providing refunds, meals accommodation and timely updates on delay. With thousands affected, the DGCA has started to supervise IndiGo’s operations and passenger-handling techniques. However, the complaints from the consumers keep increasing before the grievance portals, invoking remedies under the Consumer Protection Act, 2019.
KEY POINTS
- Under the DGCA’s CAR rules, passengers are entitled to a compensation of ₹5,000–₹10,000 if the cancellation was not communicated two weeks in advance, and if informed later, they may claim both compensation and a full refund, with additional rights to refuse alternate flights when delays exceed six hours.
- DGCA has clarified that IndiGo’s delays were the result of crew-availability failures and planning gaps, meaning that the airline cannot invoke force majeure and is therefore fully liable to provide all compensatory and service-related benefits to passengers.
- Airlines are obligated to provide meals, refreshments and timely communication during long delays, and must issue refunds immediately for cash/bank payments and within seven days for credit-card payments, failing which they are considered to be violating DGCA’s mandatory entitlements.
- The CPA, 2019 treats air passengers as consumers and air travel as a service, and in accordance with the act the affected passengers have the right to seek remedies under district, state or national consumer commissions, claiming not only refunds but also compensation for financial loss, mental agony and in suitable cases, punitive damages, depending on the severity of the airline’s conduct.
- The Ministry of Civil Aviation has directed the airlines to normalise operations within a defined period and also instructed them to ensure transparent communication with passengers through SMS, WhatsApp and airport announcements.
RECENT DEVELOPMENTS
To stabilise operations, DGCA has temporarily relaxed certain FDTL crew-duty norms until February 2026, while IndiGo has warned that some cancellations will continue as crew scheduling is recalibrated. The airline has introduced a “system reboot” involving automatic refunds, fee waivers, and efforts to restore full network connectivity, which has now reached 137 out of 138 stations and improved on-time performance.
CONCLUSION
Overall, the IndiGo crisis has underscored the critical importance of DGCA regulations, transparent communication and most importantly efficient planning especially in the context of availability of crew members. With the close supervision of regulators and the active availability of consumer protection mechanisms, these disruptions serve as a clear reminder that airlines must prioritise accountability and service at all times.
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WRITTEN BY: ARCHITHA MANIKANTAN
