IndiGo Flight Cancellation Crisis Triggers Passenger Outrage; Laws, Court Precedents, and Government Action Come Into Focus as Thousands Suffer Disruptions
The massive wave of flight cancellations by IndiGo over the past several days has left thousands of passengers stranded across airports in India, prompting urgent questions about airline responsibility, regulatory oversight, and passenger rights.
As frustration mounted, the Centre stepped in, with the Civil Aviation Ministry summoning IndiGo’s top management for an explanation and directing the airline to submit a detailed report on the operational collapse that caused widespread chaos.
The Directorate General of Civil Aviation (DGCA) has also issued a notice demanding compliance with passenger compensation rules and sought clarity on why adequate contingency measures were not in place.
Government Steps In After Nationwide Disruptions
Senior officials in the Civil Aviation Ministry confirmed that the DGCA is conducting a comprehensive review of why IndiGo suddenly cancelled so many flights and whether staff shortages, internal labour issues, or mismanagement triggered the unexpected breakdown.
The ministry has instructed IndiGo to ensure that stranded passengers are either re-accommodated on alternate flights or refunded immediately, with penalties to follow if compensation norms are flouted.
Aviation Minister Jyotiraditya Scindia has reportedly taken cognisance of the issue, emphasising that airlines cannot arbitrarily cancel flights under the guise of operational constraints.
Sources say the government is considering stricter reporting rules, including requiring airlines to notify passengers earlier, maintain reserve crew capacity, and ensure transparent disclosure of reasons behind cancellations.
Meanwhile, passenger groups and legal experts argue that the existing regulatory framework already empowers travellers—and that airlines must abide by the rules.
Passenger Rights Under DGCA Rules
The rights of Indian air travellers are protected under Civil Aviation Requirements (CAR), Section 3, Series M, Part IV, last revised in January 2023. These rules outline compensation and facilities for denied boarding, cancellations, and delays.
When Airlines Must Compensate
If an airline informs passengers more than 24 hours before departure, it owes no compensation but must offer a refund or alternate flight.
However, if the airline fails to give at least 24 hours’ notice, or if a passenger misses a connecting flight booked on the same PNR, the airline must:
Provide a full refund or an alternate flight, and
Pay compensation based on flight duration:
Compensation Slabs (CAR Clause 3.3.2):
Flights up to 1 hour: ₹5,000 or basic fare + fuel charge (whichever is lower)
1–2 hours: ₹7,500 or basic fare + fuel charge
More than 2 hours: ₹10,000 or basic fare + fuel charge
Additionally, Clause 3.8.1 mandates:
Meals and refreshments during the waiting period
Hotel accommodation and airport transfers if the wait extends overnight
When Airlines Are Exempt
Airlines can avoid paying compensation only under “extraordinary circumstances,” including:
Severe weather
Political instability or violence
Natural disasters
Air Traffic Control restrictions
Government-ordered shutdowns
Security threats
However, they must prove that all reasonable steps were taken to avoid cancellations.
Courts Have Consistently Ruled Against Airlines for Vague Excuses
Consumer courts at the district, state, and national levels have repeatedly held that airlines cannot escape liability by citing blanket reasons like “technical issues” or “operational problems” without evidence.
Some key judicial precedents:
Air India Case (NCDRC, Dec 2023)
Air India was ordered to pay ₹2 lakh to four passengers who faced multiple delays without meals. The Commission ruled that airlines must provide concrete explanations—not generic excuses.
IndiGo Case (Ernakulam DCDRC, Feb 2025)
IndiGo was ordered to pay ₹20,000 after cancelling a connecting flight. The airline claimed “operational reasons” but failed to prove it.
IndiGo Humiliation Case (Rangareddy DCDRC, July 2024)
A family received a cancellation notice just three hours before departure despite having boarding passes.
IndiGo falsely claimed the family voluntarily cancelled.
Result: IndiGo was fined ₹5 lakh, with the incident termed “an extreme degree of negligence.”
GoAir Maldives Case
The airline gave an unsubstantiated defence that “operational issues” were beyond control. The DCDRC rejected this and ordered reimbursement of alternative travel costs.
Alliance Air Mass Cancellation Case (Hyderabad, 2024–2025)
After an abrupt cancellation ruined the travel plans of 32 passengers, the airline was ordered to pay ₹12.8 lakh. When it failed to comply, the Telangana High Court intervened, directing immediate payment with 12% interest.
Collective Legal Action Possible Under Consumer Protection Act
While individual lawsuits can be time-consuming, the law provides relief for mass grievances.
Under Section 35(1)(c) of the Consumer Protection Act, one or more consumers can file a complaint on behalf of a larger group with the same grievance—after securing permission from the consumer commission.
This means that victims of the recent IndiGo cancellations could file a representative complaint, consolidating thousands of claims into one case. If systemic negligence is proven, the airline could face substantial liability.
The IndiGo Crisis: What Happens Next?
With the airline now under scrutiny from the DGCA, the Civil Aviation Ministry, and potentially from courts through class-action complaints, IndiGo may soon face:
Fines for non-compliance
Mandatory compensation payouts
Required improvements in staffing and operational planning
Stricter oversight of scheduling and flight load management
The government has stated that passenger rights cannot be compromised, especially when disruptions of this scale occur.
As investigations continue, stranded passengers across India await not just refunds and compensation but assurance that such a collapse will not happen again.
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