IndiGo Under Fire For Charging High Fees On Cancelled Flights Amid Indo-Pak Tensions

News18

14-05-2025

Last Updated:
IndiGo had announced that it would waive cancellation charges for flights to and from select airports till May 22 given the ongoing situation.
IndiGo is facing backlash after several customers complained about steep cancellation charges even for flights called off due to rising tensions between India and Pakistan. One of the passengers took to X to share that despite his Chandigarh to Mumbai flight being cancelled by the airline, he was refunded only Rs 2,050 out of a ticket that cost over Rs 10,000. A screenshot he shared showed Rs 8,111 marked as airline cancellation charges along with Rs 300 as service fees.
'The flight was cancelled on account of India-Pakistan tensions and you have the audacity to deduct 80% of the fees!!! Other airlines have refunded nearly 100% of the fares," the passenger wrote. He also tagged the Ministry of Civil Aviation and asked, 'is this allowed?"
@IndiGo6E this is blatant Thuggery !!!the flight was cancelled on account of India-Pakistan tensions and you have the audacity to deduct 80% of the fees !!!
other airlines have refunded nearly 100% of the fares @Ministry_CA is this allowed ? @JM_Scindia @HMOIndia pic.twitter.com/f3xAnRp9d4
— Anjush V Bhatia (@AnjushBhatia) May 12, 2025
Responding to the post, IndiGo claimed that a full refund had been processed from their side and suggested that the confusion might be due to the third-party platform through which the ticket was booked.
'Sir, following our interaction, we'd like to reassure you that the full refund for your booking has been processed from our end. Based on the screenshot shared, it appears the information pertains to your travel agent's platform. We kindly request you to reach out to them directly for assistance in claiming the refund. Thank you for your understanding," the airline said.
Earlier on May 12, IndiGo had announced that it would waive cancellation charges for flights to and from select airports till May 22 given the ongoing situation.
But more complaints have surfaced online. Another user claimed that while trying to cancel a round-trip booking from Bangalore to Chandigarh (May 19 to 24), the system still showed a cancellation fee of Rs 20,000. 'I have a booking from Bangalore to Chandigarh and back on 19/5 and 24/5, which I was trying to cancel, but still showing a cancellation fee to be charged amounting 20K. Kindly help and look into the matter," the post read.
Hello, @IndiGo6E I hv a booking from Bangalore to Chandigarh and back on 19/5 and 24/5, which I was trying to cancel, but still showing cancellation fee to be charged amounting 20k. Kindly help and look into the matter .— Nilabhra Sengupta (@Riddhi3105) May 12, 2025
There was a complaint by a customer that said they hadn't received their full refund even after being promised one by customer care. 'Kindly look into the matter, my flight from BLR to JDH on 12th May was cancelled (B86SGX), however I was charged cancellation fees and despite mailing to customer service and being on call with customer service was promised a refund, but still over 4k have not been refunded," the user wrote.
Kindly look into the matter, my flight from BLR to JDH on 12th may was cancelled (B86SGX), however I was charged cancellation fees and despite mailing to customer service and being on call with customer service was promised a refund, but still over 4k have not been refunded.— Dr. Madhvi Manisha (@Mmanisha1997) May 12, 2025
Both IndiGo and Air India had cancelled flights to and from nine airports in North and West India for May 13 due to safety concerns. The affected airports were Jammu, Amritsar, Chandigarh, Leh, Srinagar, Jodhpur, Jamnagar, Bhuj and Rajkot.
The decision came after a brief restart of operations on May 13, following a shutdown that began on May 7 because of increased military tension between India and Pakistan.