Recent mass cancellations and roster disruptions have left thousands of IndiGo passengers stranded and airport lounges chaotic but most problems are avoidable with a few quick checks and the airline’s “Plan B” tools.
IndiGo Crises
Over the past few days IndiGo has cancelled a large number of flights (at least 200) across its domestic network as it adjusts to tightened pilot duty and rest rules and attempts to rebalance crew rosters.
The disruption forced regulators to temporarily ease some duty restrictions to stabilise services, and government has stepped in to cap fares and monitor the situation.
First Step: Check Flight Status Before Leaving Home
Before you leave, check live flight information in this order:
- IndiGo website or app – Flight Status: Enter your PNR or flight number and date to see whether your flight is On-Time, Delayed, Cancelled, Departed or Landed. IndiGo also publishes updates for eligible flights that qualify for customer remedies.
- Your SMS / email: IndiGo says it will notify the registered mobile/email if your booking is eligible for Plan B (rebook or refund). If you don’t see messages, check your junk folder and the app notifications.
- Airport displays / official airport Twitter/X handle: use these only as a last check – but note that in heavy disruption airport boards may lag behind carrier updates.
Checking from home typically saves you time, money and the stress of waiting in long queues if your flight is one of those cancelled.
If Flight Is Cancelled or Delayed: Use “Plan B”
IndiGo’s official remedy for cancellations or major reschedules is branded Plan B. Eligibility includes cancellations, timing moved forward by 1+ hour or postponed by 2+ hours. If eligible you can:
- Change time/date of travel (subject to availability) at no extra cost, or
- Cancel and request a full refund (or a credit shell, depending on the option offered).
How to use it: log in to your booking on the IndiGo website/app and look for the Plan B banner or the refund/cancellation links. The airline’s refund pages also let you track refund status with your PNR and email/last name. Refunds are usually processed to the original payment method processing can take several working days. (
If You Want a Refund: Step-by-Step (do this from home)
- Open your booking at goindigo.in or the IndiGo app.
- If Plan B is shown, select Cancel & Refund. If it isn’t shown but your flight is cancelled, use the refund page and raise a refund request.
- Fill in payment details if asked and note the refund reference.
- Track the refund status on IndiGo’s “Check Refund Status” page using PNR and email/last name. Refunds may take up to a week or more to reflect depending on banks.
When To Call (and when to avoid it)
- Avoid long call-centre waits unless you have a complex claim. The website/app handles most refunds and rebookings more quickly during mass disruptions.
- Call only if your online refund shows “failed” or you need assistance for a vulnerable passenger, urgent medical travel, or connecting international itineraries.
Practical Tips to Avoid Losses and Stress
- Save PNR, transaction ID and screenshots of any Plan B or refund confirmations. They’re essential if you later escalate.
- Keep registered phone and email up to date so IndiGo can reach you. Missing notifications is a common reason passengers miss Plan B windows.
- If travel isn’t essential, consider postponing until operations stabilise – the airline and regulators are still working through scheduling gaps.
- Check alternative carriers if you must travel immediately, but watch for fare surges authorities in some cases have introduced caps to prevent price gouging during the crisis.
If Things go Wrong: Escalation Routes
- IndiGo customer service (online refund tracker, app).
- DGCA grievance portal: if you believe the airline hasn’t followed regulations or failed to process an eligible refund, file a complaint with the Directorate General of Civil Aviation. Recent regulatory action has also included temporary relaxations tied to IndiGo’s recovery plan.
Bottom Line
Right now, the smartest travel move with an IndiGo booking is to stay informed and act from home. Check the flight status and your inbox first; if eligible, use Plan B to rebook or claim a refund online.
That simple sequence check, choose Plan B, track refund will save you the most time and headache while the airline and regulators stabilise operations.
