Key Takeaways
• IndiGo charged travelers over ₹8,000 cancellation fees for flights canceled due to May 2025 India-Pakistan conflict.
• Many affected travelers received only 20% refunds, with agents and booking platforms blamed for extra deductions.
• IndiGo’s waiver policy confused customers; government has not yet ordered full refunds despite aviation rules supporting them.
IndiGo, known as India’s largest budget airline, has been facing harsh criticism after many travelers reported getting charged more than ₹8,000 in cancellation charges for flights that never took off. These cancellations happened in May 2025 because military tensions between India 🇮🇳 and Pakistan 🇵🇰 rose quickly and led to stopped flights and closed airports. The issue—centered on the hefty cancellation fees and how IndiGo and its agents handled refunds—has left many wondering what rights air travelers have in situations shaped by international conflict.
What Happened?
In early May 2025, tensions between India 🇮🇳 and Pakistan 🇵🇰 became worse after a wave of terror attacks. India responded with Operation Sindoor, a military move that triggered government authorities to close several major airports in India’s north and west for safety. The airports most affected included Chandigarh, Jammu, Amritsar, Srinagar, Leh, and Rajkot. These are airports near the border with Pakistan 🇵🇰 and sometimes used by people with cross-border connections, students, or migrants who travel often for family reasons.
Because of the airspace restrictions, lots of flights were scrapped, meaning they never took off. People with tickets suddenly found their plans ruined. What made things worse for many was when they tried to get their money back—IndiGo deducted as much as ₹8,111 from their refunds in the form of “cancellation charges.” Travelers shared screenshots online showing that around 80% of their fare disappeared as these fees. So, someone who paid ₹10,000 for a Chandigarh-Mumbai ticket could expect to get just over ₹2,000 back after all charges. Others, who had round-trip or business bookings, lost ₹20,000 or more.
Why the Outrage?
The spark that sent this to national headlines was social media. Frustrated travelers posted screenshots of their refund breakdowns online and tagged airline officials, government agencies, and media outlets. Many called these cancellation charges unfair and asked why IndiGo was keeping most of their money even though the airline canceled the flights because of the India-Pakistan Conflict.
Here are some frequently repeated complaints:
– The flights were canceled by IndiGo, not by passengers.
– Other airlines returned almost the full price to those whose travel was disrupted by the conflict.
– Passengers felt cheated by the ₹8,111 or higher deduction—many called it “blatant thuggery.”
– Customers faced confusion about who was responsible for the lost money: IndiGo, the travel agency, or a booking website.
A typical social media post read:
“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 fares.”
IndiGo became the focus of a wider debate—do airlines have the right to keep cancellation charges during a war or major crisis?
The Airline’s Response
IndiGo soon responded to the storm of complaints, both publicly and by replying to individual posts. In their defense, IndiGo insisted it was following proper rules and that full refunds had been authorized on their end.
IndiGo’s replies included:
– The airline said a “full refund” was processed from their side.
– IndiGo suggested the deductions happened because tickets were bought through third-party travel agencies or booking platforms. According to IndiGo, these agents or online platforms might have subtracted fees on their own.
– The airline urged travelers seeing large deductions to approach their travel agent, not IndiGo.
One of IndiGo’s typical public replies went like this:
“Sir… a full refund for your booking has been processed from our end. Based on the screenshot shared… it appears [it] pertains to your travel agent’s platform.”
This suggested a gap between what passengers believed IndiGo owed and what was actually being paid out, depending on who handled the booking.
Waiver Policy Confusion
As the conflict unfolded, IndiGo announced it would make things right for travelers stuck with canceled flights. On May 12th and 13th, IndiGo stated it would waive all change and cancellation fees for flights affected by the airspace closures at certain airports if the tickets were booked before April 22nd. The fee waiver was supposed to last until May 22nd.
However, many customers continued to report hefty deductions after these waivers were made public. Some even shared proof of deduction dates that came after the waiver was supposed to take effect. This left customers not only frustrated but also confused about whether waivers were being applied consistently.
Why Are Cancellation Charges So High?
Cancellation charges are commonly set by airlines to cover costs related to the booking process. This includes expenses like staff salaries, taxes, and the airline’s lost chance to resell the seat. Normally, if a passenger cancels for personal reasons, a fee makes sense.
But this situation was different because:
– The airline canceled the flights due to reasons beyond the control of both the airline and the passenger—namely, civil unrest and airspace closures linked to military conflict.
– Aviation rules usually require airlines to provide a full refund to customers when flights are canceled by the airline, not by the customer.
– The extremely high deduction—over ₹8,000 in some cases—was much more than the usual cancellation fee, making many believe it was unfair.
Industry Comparison: What Did Other Airlines Do?
People frustrated at IndiGo’s fees also compared their experience with other airlines. Reports and social media posts said that many airlines flying in or from India 🇮🇳 refunded the full ticket amount for affected flights without any big deductions, especially during the India-Pakistan Conflict. This put more pressure on IndiGo to explain why it was handling refunds differently.
For example:
– One traveler reported that while IndiGo returned just ₹2,050 of a ₹10,000 fare, another airline on the same route provided almost a 100% refund automatically.
– IndiGo did not make clear comparisons or address why their policy differed from others.
As reported by VisaVerge.com, such inconsistencies during times of conflict can harm trust in airline refund rules and highlight the power of social media in speeding up regulatory and industry change.
What Were the Broader Impacts?
Thousands of travelers across India 🇮🇳, especially those living near border states, saw vacations, work trips, or family visits disrupted. For people planning to travel for visa renewals, family emergencies, or cross-border work, these sudden expenses created big, unexpected financial burdens.
Passengers with canceled IndiGo flights suddenly faced a choice: fight the deduction with paperwork and repeated calls, or accept a much-reduced refund. Those with tickets bought through travel agents or online websites found themselves in an even tougher spot, with IndiGo and the agents blaming each other for the hefty charges.
Immigrants, migrant workers, and families traveling for urgent reasons were among those most affected. These communities often have to follow strict timelines for returning home, meeting visa requirements, or starting new jobs.
What Did the Government and Regulators Say?
With anger spreading online, many affected travelers called on India’s Ministry of Civil Aviation to step in and review airline practices during international disruptions. The question was simple: Is it legal for airlines to keep large cancellation charges when flights are canceled because of war or a government order, not the passenger’s fault?
So far, the government has not made a clear public announcement or forced IndiGo or other airlines to return the deducted fees. However, the government’s main aviation regulator, the Directorate General of Civil Aviation (DGCA), has said in earlier guidelines that when a flight is canceled due to reasons beyond the passenger’s control, the airline should provide a full refund.
Those seeking more information or wishing to make official complaints against airlines can visit the Ministry of Civil Aviation website. This is the right place to find updates and guidance about refund rules and what to do if you feel your rights as a passenger have been ignored.
What’s the Role of Third-Party Agents and Booking Platforms?
A big part of the confusion came from booking through agents and online travel websites. IndiGo said many refund deductions were actually charges by agents or online platforms, not the airline itself. But passengers found it hard to figure out whether IndiGo, the agent, or the platform was the one keeping so much of their money.
If you booked your flight directly with IndiGo, the airline’s stated policy in this crisis was to waive change and cancellation fees. So you should have gotten almost the full amount back. For tickets bought from a third-party platform, you may have faced extra deductions or slower refunds, since those platforms often have their own refund rules. Passengers were advised to contact both IndiGo and the platform or agent to check the status of their refund.
What Should Passengers Do if They Have Not Received a Full Refund?
- Collect proof: Keep screenshots and receipts showing the amount paid, the amount refunded, and the date of cancellation.
- Contact IndiGo: Reach out directly to IndiGo customer service with your booking details and proof of deductions.
- Contact your booking agent: If you used a third-party platform or agent, reach out to their customer service as well with the same details.
- Escalate if needed: If neither party provides a clear answer or a timely refund, you can file an official complaint with the DGCA or the Ministry of Civil Aviation.
- Watch for announcements: Keep an eye on media outlets and the Ministry’s official page for possible updates on new refund rules or public advisories caused by the India-Pakistan Conflict.
Summary Table: What Passengers Claimed vs. IndiGo’s Statements
| Key Issue | What Passengers Said | What IndiGo Stated |
|---|---|---|
| High cancellation charges | Lost ₹8,000–₹20,000 per ticket | Full refund processed; agents blamed |
| Actual refund vs. ticket price | Only ~₹2,000 back from >₹10,000 paid | Platforms deducted fees, not IndiGo |
| Waiver policy in practice | Not reflected in many refunds | Waiver was in place till May 22 |
| Compared to other airlines | Others gave full or near-full refunds | No clear answer |
This clear gap between what was promised and what passengers got only inflamed the situation, especially because so many used IndiGo for trips linked to urgent family or immigration matters.
Looking Back and Ahead
The episode involving IndiGo, cancellation charges, and the India-Pakistan Conflict has become a case study of what can go wrong when airline policies and crisis events collide. The incident has raised serious questions:
– Should airlines be allowed to keep large cancellation fees during acts of war or government-mandated shutdowns?
– How can passengers be sure they’ll get fair treatment if they book through agents or travel websites?
– Could clear transparency and regulation force airlines and agents to return more money automatically, especially when flights are scrapped due to armed conflict?
Many travel and immigration experts believe that governments and regulators will have to look at airline contracts again to make sure forced cancellations, like those seen during the India-Pakistan Conflict, do not result in major personal financial loss for customers. In these moments, trust in the airline industry can be badly damaged if major players are seen as putting profit before customer fairness.
Final Thoughts
For now, anyone planning air travel in regions where sudden international events could shut down airports should:
– Read refund policies closely, both for airlines and online booking platforms.
– Prefer direct airline bookings if cancellation waivers are in effect.
– Keep updated with government advisories and DGCA regulations regarding airlines and passenger rights.
The IndiGo case has become a reminder of why rules, transparency, and quick solutions matter so much in the world of travel, especially for migrant families and those crossing borders during uncertain times. Regulators will be watching closely to see if changes are made for the future—especially as more people travel for work, study, or family matters between countries like India 🇮🇳 and Pakistan 🇵🇰.
Learn Today
Cancellation Charges → Fees deducted by airlines or agents from refunds when a flight is canceled, often controversial in cases beyond passengers’ control.
Airspace Closures → Government-ordered restrictions preventing aircraft from flying over certain areas, usually during military or security crises.
Waiver Policy → A temporary airline rule that removes standard fees—like cancellation charges—when extraordinary situations, such as conflict, disrupt flights.
Ministry of Civil Aviation → The Indian government body that creates rules, oversees airlines, and ensures passenger rights in India’s civil aviation sector.
Third-party Platforms → Online travel agencies or agents selling airline tickets, sometimes holding their own refund or fee policies apart from airlines.
This Article in a Nutshell
IndiGo faced national outrage after charging high cancellation fees—up to ₹8,111—on flights canceled during the 2025 India-Pakistan conflict. Many passengers received only partial refunds. Confusion over third-party bookings, waiver policy, and poor communication exposed gaps in airline refund practices, raising urgent questions about traveler rights during international crises.
— By VisaVerge.com
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