IndiGo offers travel vouchers worth ₹10,000 to severely impacted customers; check key details

IndiGo, which has been facing continuing flight disruptions due to congestion, on Thursday announced that it will offer travel vouchers worth ₹10,000 to ‘severely impacted customers’ who were stranded for many hours during December 3-5.

“IndiGo regrettably acknowledges that part of our customers travelling on December 3/4/5 were stranded for many hours at certain airports, and a number of them were severely impacted due to congestion. We will offer travel vouchers worth ₹10,000 to such severely impacted customers. These travel vouchers can be used for any future IndiGo journey for the next 12 months,” the airline said on Thursday, December 11.

IndiGo said that this travel voucher for the severely affected customers will be in addition to the compensation of ₹5,000- ₹10,000, which is committed under the existing government regulations.

“This compensation is in addition to the commitment under the existing Government guidelines, as per which, IndiGo will provide compensation of ₹5,000 to 10,000, depending on the block time of the flight, to those customers whose flights were cancelled within 24 hours of departure time,” IndiGo said. 

IndiGo, the country’s largest airline, has been facing huge disruptions in the budget carrier's operations for ten consecutive days now. The domestic carrier cancelled over 220 flights to and from 10 airports on Thursday.

It has also been facing backlash from citizens and regulatory heat. Authorities have directed the airline to reduce winter scheduled flights by 10% to stabilise its operations. The carrier was operating nearly 2,300 flights a day till the disruptions began on December 2.

Who will get this travel voucher?

As per IndiGo’s statement, severely impacted travellers stranded for multiple hours between December 3 and 5 due to congestion will get travel vouchers worth ₹10,000. 

Other than this voucher, the airline will also provide compensation of ₹5,000-₹10,000 to customers whose flights were cancelled within 24 hours of the time of departure, depending on the block time of the flight. 

How long will the voucher be valid?

Travellers who receive this voucher can use it for any future journey with IndiGo for the next 12 months.

Refunds

IndiGo said that it has initiated all necessary refunds for cancelled flights.

“Our foremost priority continues to be the care of our customers. As part of this, following the operational disruption, we have ensured that all necessary refunds for cancelled flights have been initiated, most of which have already reflected in your accounts, with the remainder following shortly,” it said in the statement. 

Bookings made through travel platforms

IndiGo said that refunds have also been initiated for bookings made through travel platforms. 

Regulatory heat

On Thursday, the Directorate General of Civil Aviation (DGCA) again summoned IndiGo chief executive officer (CEO) Pieter Elbers, asking him to give updates on the disruptions. 

The aviation watchdog has set up an Oversight Team to review and keep a check on the airline’s operations. Moreover, it has directed two officers to be stationed at IndiGo’s Corporate Office in Gurgaon for continuous supervision.

IndiGo chairman Vikram Singh Mehta on Wednesday, December 10, dismissed allegations surrounding the disruptions, calling the claims that the airline had ‘engineered the crisis’ entirely false.