Many IndiGo flyers yet to get back horror-wk refunds
Times of India | 7 January 2026
Kolkata: More than a month passed since IndiGo's operational fiasco led to mass flight cancellations, but several frustrated passengers are yet to get refunds. While the airline insists the payments were released, travellers who booked through third-party platforms say the money is yet to reach their accounts, triggering frustration and repeated complaints.
The disruptions in early Dec saw IndiGo and other airlines cancel a large number of flights following crew shortage and operational constraints. The airlines assured regulators and passengers that refunds for cancelled flights were issued promptly. IndiGo since reiterated that refunds were released to the original mode of payment, including those booked via online travel agencies (OTAs). Yet, for many passengers, the refund trail appears to have gone cold.
"Along with all the inconvenience, you are denying a refund. Flight booked from IXR-IXA via CCU, for Dec 5. Instead of helping us reach the destination, you landed us at CCU and now are not giving a refund," wrote a flyer, Subham, while tagging IndiGo, DGCA and the ministry of civil aviation.
Another flyer, Soumya, wrote: "36 days. That's how long IndiGo ignored me after cancelling my flight and leaving me with a 20k+ bill for extra stay and food. They still have my refund and they're ignoring my request for the 10k compensation. ATP, it's not just about the money, it's about the principle."
Some claimed they only got partial refunds. "Both my flights on Dec 26 — IndiGo 6E2104 (Del–Kol) and the alternative 6E6836 — were cancelled. Despite this, I received only a partial refund of Rs 4,426 + Rs 196. The remaining refund is still pending. This delay is unacceptable," wrote another flyer.
Industry experts point out that refunds for tickets booked through third-party platforms follow a different route compared to direct airline bookings. When a flight is cancelled, the airline processes the refund to the travel portal or payment aggregator, not directly to the passenger. The intermediary is then responsible for transferring the amount to the customer.
Anil Punjabi, the chairman (east) of the Travel Agents Federation of India (TAFI), said IndiGo indeed disbursed all the refunds to travel agents and portals, but not directly to their bank accounts, instead as a ‘credit shell'. "It is the duty of the agent or the travel portal to pay the customers. Since the airline already refunded them the money as a credit shell, they can use it later to buy air tickets," said Punjabi.
Industry seniors said the delay is further compounded by banking settlement cycles. Refunds made through credit cards, UPI, net banking or digital wallets can take anywhere from seven to 21 working days after initiation, depending on the bank and payment method. In some cases, reconciliation mismatches between airlines, payment gateways and travel platforms slow the process even more.
Passengers say the lack of transparent communication added to their distress. "If there is a delay, tell us clearly where the money is stuck and how long it will take," said Abhishek Halder, who booked 3 tickets to Hyderabad in the first week of Dec and was forced to cancel them.