India’s largest airline, IndiGo, has rolled out a one-time compensation programme for passengers impacted by widespread flight cancellations and delays between December 3 and December 5, describing it as a “Gesture of Care.” The move follows severe operational disruptions that left thousands of travellers stranded at airports and disrupted civil aviation operations across the country.
Under the initiative, eligible passengers will receive vouchers worth Rs 5,000 to Rs 10,000, depending on the structure offered, as a goodwill measure. While the airline says the compensation is meant to support affected flyers, several passengers have questioned whether vouchers adequately offset the inconvenience and distress caused.
Who is eligible for IndiGo’s ‘Gesture of Care’ compensation?
According to IndiGo, the compensation applies to passengers travelling on 245 identified flights that were affected during the disruption window.
To qualify, passengers must meet all of the following conditions:
- The scheduled travel must have been from noon on December 3 until the end of day on December 5
- The flight must have been cancelled or delayed by more than three hours
- The passenger must have been booked on one of the identified flights listed by IndiGo
Eligibility is per passenger and not per PNR, meaning each individual traveller — including minors and infants — is entitled to vouchers in their own name, even if multiple passengers were booked under a single reservation.
How much compensation is being offered?
IndiGo is issuing the compensation in the form of two vouchers of Rs 5,000 each, allowing a total benefit of up to Rs 10,000 per eligible passenger.
The airline says this two-voucher structure is intended to make redemption easier across future bookings. The vouchers:
- Are valid for 12 months from the date of issuance
- Must be booked within the validity period, though travel can take place beyond the expiry date
- Have no restrictions on fare class, booking type, or blackout dates
However, the vouchers are:
- Single-use
- Non-transferable
- Redeemable only on IndiGo’s official website
- Applicable for flights and add-ons such as seat selection, meals, or excess baggage
How to apply for the compensation
Passengers must apply through the dedicated ‘Gesture of Care’ page on IndiGo’s website. To submit a claim, travellers need to:
- Enter their PNR
- Provide the last name exactly as mentioned on the booking
Importantly, this step is mandatory even if the ticket refund has already been processed, as refunds and vouchers are treated separately.
Once approved, vouchers are sent to the registered email address associated with the booking. For passengers who did not have an email address registered, IndiGo states that the voucher will be delivered within 24 hours of updating the email details. Travellers are advised to check spam or promotional folders before contacting customer support.
Passenger reactions: Relief or inadequate redress?
While IndiGo has framed the initiative as a goodwill measure, passenger responses have been mixed.
G. Raghava Reddy, Director (Administration and HR) at the Department of Telecommunications, Ministry of Communications, expressed dissatisfaction with the compensation. “Yes, it’s not at all compensating for the loss, discomfort and frustration they caused. Furthermore, it is again trusting them for the sake of coupons. I personally prefer not to use coupons or IndiGo as far as possible,” he said, adding that although his ticket refund was processed earlier, the vouchers he applied for have yet to arrive.
Others acknowledged the airline’s follow-through but questioned whether the amount was sufficient. “The email arrived on December 28. I’m impressed by the follow-through, though I’m not sure if Rs 8,400 compensates for the hassle, harassment and the value of my time,” said Somdev Chaudhuri, an EdTech consultant. He noted that despite the adverse impact on mental health, he still chose to avail the compensation.
How is this different from CAR-mandated compensation?
IndiGo’s Gesture of Care operates in addition to, and not as a replacement for, compensation mandated under the Civil Aviation Requirements (CAR).
Under CAR rules, airlines must either offer an alternate flight acceptable to the passenger or provide compensation along with a full refund. The compensation slabs are:
- Rs 5,000 or the booked one-way basic fare plus airline fuel charge (whichever is lower) for flights with block time up to one hour
- Rs 7,500 for block times between one and two hours
- Rs 10,000 for flights exceeding two hours
For passengers affected during the chaotic three-day period in December, IndiGo’s vouchers provide some relief — though for many, they fall short of fully addressing the inconvenience, stress and time lost. Understanding the eligibility criteria, timelines and limitations may help ensure that affected travellers are at least able to claim what has been promised.