IndiGo has faced biting criticism after several passengers accused the airline of charging them exorbitant cancellation fees, even on flights that have been cancelled due to increased military tensions between India and Pakistan. The airline is currently facing questions on social media, with customers complaining that only partial refunds were made despite the fact that the cancellations were out of their control.
One traveller resorted to X (then Twitter) to point out that he was only given Rs. 2,050 in return for a ticket which had cost him more than Rs. 10,000 on a Chandigarh to Mumbai flight cancelled by IndiGo. He posted a screenshot showing Rs. 8,111 as airline cancellation charges and Rs. 300 as service charges.
He stated, “The flight was cancelled due to India-Pakistan tensions and you have the nerve to take 80% of fees!!! Other companies have refunded close to 100% of fares.” He also tagged the Ministry of Civil Aviation and asked, “is this legal?”
@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
In turn, IndiGo explained that the refund has been cleared from their end and hinted at a problem with a third-party booking site. The airline responded, “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.”
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. (1/2)
— IndiGo (@IndiGo6E) May 13, 2025
Even though IndiGo had previously announced on May 12 that it would not charge cancellation fees for bookings with certain airports until May 22 because of the current situation, a number of other customers have posted similar complaints online.
#6ETravelUpdate pic.twitter.com/DfBfSws8l1
— IndiGo (@IndiGo6E) May 12, 2025
One other passenger complained that while trying to cancel a return between Bengaluru and Chandigarh (May 19 to 24), the system was nevertheless showing a cancellation charge of Rs. 20,000. His post was, “I have a booking from Bangalore to Chandigarh and return on 19/5 and 24/5, which I was attempting to cancel, but still displaying a cancellation charge to be paid of 20K. Please help and address the issue.”
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
In the same vein, a third user complained about not getting a full refund for a cancelled flight from Bengaluru to Jodhpur. “Please look into the issue, my flight from BLR to JDH on 12th May got cancelled (B86SGX), but I was charged cancellation charges and despite sending to customer service and being on call with customer service was assured of a refund, but yet more than 4k haven’t been refunded,” the user complained.
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
The travel disruptions are a result of escalated military tensions between Pakistan and India. IndiGo and Air India on May 13 cancelled flights to and from nine major airports: Jammu, Amritsar, Chandigarh, Leh, Srinagar, Jodhpur, Jamnagar, Bhuj, and Rajkot due to safety reasons. The cancellations were after a temporary resumption of operations, following a halt that started on May 7.
