Indigo Airlines — Abrupt cancellation of flight under PNR No. T347GV

Address: InterGlobe Aviation Limited (IndiGo) Corporate Office, Gurugram Haryana, India

I booked an air ticket with InterGlobe Aviation Ltd. (IndiGo) bearing PNR No. T347GV for travel on 06 December 2025 from Delhi to Pune, scheduled to depart at 13:35 hours and arrive at 17:00 hours, with one stop at Ahmedabad. The booking was made in advance, and the journey was planned for professional commitments.

On 06 December 2025 at 02:44 AM, barely a few hours before the scheduled departure, the complainant received an automated message from IndiGo informing that the said flight had been cancelled unilaterally. The cancellation was abrupt, without reasonable prior notice, and no justification or explanation was provided.

Despite repeated attempts, the complainant received no meaningful assistance from customer support, no alternative flight arrangement, no rerouting, and no facilitation for accommodation or travel, as mandated under aviation regulations. The airline merely processed a refund of the ticket amount, without offering any statutory compensation or support.

Due to the sudden cancellation and lack of assistance, the complainant was compelled to:

Extend hotel accommodation for two additional days, incurring expenses of ₹6, 000/- (₹3, 000 per night);

Undertake an extremely arduous 30-hour bus journey from Delhi to Pune, causing severe physical exhaustion;

Suffer illness for nearly a week following the journey, resulting in inability to attend office and loss of pay for approximately five working days.

The cumulative effect of these events caused severe mental agony, physical suffering, emotional distress, professional disruption, and financial loss to the complainant.

The conduct of the airline constitutes a clear violation of DGCA Civil Aviation Requirements (CAR), Section 3, Series M, Part IV, which governs passenger rights in cases of flight cancellations. The CAR mandates advance notice of cancellation, and in the event of last-minute cancellation attributable to the airline, obligates the airline to provide alternative arrangements, meals, accommodation, and compensation. IndiGo failed to comply with these statutory duties.

Further, such acts amount to deficiency in service and unfair trade practice under Sections 2(11) and 2(47) of the Consumer Protection Act, 2019. Judicial precedents of the National Consumer Disputes Redressal Commission have consistently held that refund of fare alone does not absolve an airline from liability and that passengers are entitled to compensation for mental agony and inconvenience arising from arbitrary cancellations.

In view of the statutory violations, settled consumer jurisprudence, and losses suffered, the complainant has sought compensation of ₹50, 000/- from IndiGo towards mental and physical agony, harassment, and consequential losses. Failure to redress the grievance has necessitated initiation of consumer proceedings for appropriate relief.