As Indigo continues to stabilise after widespread cancellations, thousands of passengers are still grappling with unanswered questions—especially around refunds and missing luggage. With congestion at major airports and overflowing helpdesks, knowing exactly what steps to take can drastically reduce stress and waiting time.
Here is a clear, India-specific guide on how to reclaim your baggage and get your refund processed smoothly.
Understanding Indigo’s refund policy during mass cancellations
According to DGCA rules, passengers are entitled to a full refund if:
• The airline cancels the flight
• You miss a connecting flight because of the cancellation
• The alternative flight offered is unacceptable
Indigo has already initiated refunds worth over Rs 800 crore, as per news reports, but processing time may vary depending on the mode of payment and booking platform.
How to claim your refund step-by-step
If you booked directly with Indigo
- Visit the Indigo website or app
- Go to Manage Booking
- Choose Request Refund
- Upload any required documents (boarding pass, ID proof)
- Track refund status via the app
Processing time: 5–7 business days, though delays may occur due to volume.
If you booked via travel portals
You must request the refund through the platform (MakeMyTrip, Cleartrip, etc.).
Processing time: 7–15 days, depending on the intermediary.
For group bookings or corporate bookings
Contact the Indigo corporate support desk or your agency directly.
How to reclaim delayed or missing luggage
Step 1: File a Property Irregularity Report (PIR) immediately
This must be done at the airport before you exit the terminal.
It records:
• Baggage tag number
• Flight details
• Description of luggage
• Contact information
Step 2: Keep your baggage tag safe
This is essential for tracking.
Step 3: Track your luggage status
Indigo’s tracking team coordinates with airport baggage units across India.
Expect updates via:
• SMS
• Email
• Indigo customer care
Step 4: Collect your luggage or request home delivery
Once located, the airline will offer:
• Airport pickup
• Home delivery (available in major cities)
Step 5: Claim compensation if luggage is damaged
DGCA allows compensation for damaged or mishandled luggage.
Provide:
• Photographs
• Bills (if items are missing)
• PIR report copy
Additional tips to speed up the process
• Avoid peak airport hours when visiting baggage counters
• Use the live chat option for faster digital responses
• Keep all receipts, boarding passes and PIR copies ready
• Follow up every 48 hours for updates
The Indigo crisis has caused major disruptions, but passengers can still reclaim refunds and baggage effectively with the right steps. Understanding your rights and navigating the system smartly ensures faster resolution and reduces stress during what can be an overwhelming experience. As operations stabilise, staying proactive and informed is the best way to regain control of your travel plans.
