New Delhi, December 6 (IANS). The Civil Aviation Ministry on Saturday directed IndiGo to issue all pending passenger refunds without any delay.
It has been made mandatory by the Ministry to complete the refund process for all canceled and disrupted flights by 8 pm on Sunday night.
Along with this, instructions have been issued to the airlines not to charge any rescheduling charges from the passengers whose travel plans have been affected by the cancellation.
The Ministry has clarified that immediate regulatory action will be taken in case of any delay or non-compliance in refund processing.
In an official statement, the ministry has instructed the passengers to return their luggage.
The statement said that IndiGo should trace the luggage of passengers traveling on canceled and delayed flights and then send their luggage to their addresses within 48 hours.
Airlines have been asked to maintain clear communication with passengers regarding tracking and delivery timelines. Apart from this, under the existing passenger rights rules, it has also been asked to give compensation if needed.
The ministry said that IndiGo has been directed to set up dedicated passenger support and refund facilitation cells to ensure seamless grievance redressal.
These cells have been asked to contact the affected passengers and ensure that they work proactively to process the refund and other travel arrangements of the passengers without multiple follow-ups. The system of automatic refund will remain active until the operations are completely stable.
The Ministry said that the Ministry of Civil Aviation is maintaining constant coordination with airlines, airports, security agencies and all operational stakeholders to protect the rights of passengers during this disruption.
–IANS
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