India’s largest airline, IndiGo, has announced a major passenger relief initiative titled “Gesture of Care,” offering ₹10,000 in compensation to travelers affected by widespread flight disruptions between December 3 and December 5, 2025. The voluntary program follows intense criticism after hundreds of flight cancellations and prolonged delays left thousands of passengers stranded across airports during one of the busiest travel periods of the year. Industry observers describe the move as one of the most substantial customer compensation efforts ever undertaken by an Indian airline.
- December 2025 Disruptions Trigger Passenger Outrage
- Regulatory Intervention and Capacity Reduction
- Who Is Eligible for the ₹10,000 Compensation?
- Compensation Structure and Voucher Details
- Voucher Redemption or Bank Transfer Option
- How Passengers Can Claim the Compensation
- Separate From Mandatory DGCA Compensation
- Implications for Indian Aviation
December 2025 Disruptions Trigger Passenger Outrage
The crisis unfolded over three days when operational challenges severely disrupted IndiGo’s nationwide network. More than 550 flights were cancelled, while many others experienced delays extending well beyond three hours. Major airports including Delhi, Mumbai, Bengaluru, and Hyderabad witnessed scenes of chaos as passengers waited overnight inside terminals, struggled to access timely information, and reported limited rebooking or accommodation support.
Social media platforms quickly filled with images and videos of overcrowded terminals, prompting regulatory scrutiny and widespread public criticism. Many passengers complained of inadequate communication from airline staff, uncertainty around alternate arrangements, and delays in refunds for cancelled services. The scale of disruption highlighted deeper operational stress within the airline’s winter schedule.
Regulatory Intervention and Capacity Reduction
In response to the severity of the breakdown, aviation authorities directed IndiGo to reduce its winter flight schedule by ten percent. The capacity cut was aimed at stabilizing operations, improving on-time performance, and preventing a recurrence of system-wide failures. The directive underscored the seriousness of the incident and added pressure on the airline to demonstrate accountability toward affected customers.
Against this backdrop, IndiGo introduced the Gesture of Care program as a goodwill measure that goes beyond statutory compensation requirements. The airline stated that the initiative is intended to acknowledge the “exceptional inconvenience” faced by passengers and to rebuild confidence following the disruption.
Who Is Eligible for the ₹10,000 Compensation?
The compensation program applies to passengers whose flights were severely impacted between noon on December 3 and the end of December 5, 2025. Eligibility is limited to cases where delays exceeded three hours or flights were cancelled within four hours of scheduled departure, resulting in passengers being stranded at airports.
Not every delayed or cancelled flight automatically qualifies. IndiGo has conducted an internal assessment based on disruption severity and published a list of eligible flights on its official website. Passengers are advised to check their specific flight numbers to confirm eligibility under the scheme.
Importantly, the airline has clarified that children and infants affected during the same period are also eligible. Compensation for minors is issued to parents or legal guardians, and the benefit is calculated per passenger, not per booking.
Compensation Structure and Voucher Details
Each eligible passenger will receive ₹10,000, issued as two separate travel vouchers of ₹5,000 each. The split-voucher structure allows flexibility, enabling passengers to use the benefit across multiple bookings rather than being restricted to a single journey.
The vouchers are valid for twelve months from the date of issuance. While bookings must be made within this validity period, actual travel can take place even after the expiry date, provided the reservation is confirmed before the deadline. IndiGo has specified that the vouchers are non-transferable and linked to the passenger who experienced the disruption.
Voucher Redemption or Bank Transfer Option
Passengers can choose between using the travel vouchers or requesting a direct bank transfer. Vouchers can be redeemed exclusively through IndiGo’s official website and may be applied not only to base fares but also to add-on services such as seat selection, meals, excess baggage, and priority boarding.
For passengers who prefer monetary compensation, domestic bank transfers are processed within five to seven working days after verification. International transfers may take ten to fifteen working days. Documentation requirements include cancelled cheques and valid identification for domestic claims, while international claims require passport copies and completed refund forms.
How Passengers Can Claim the Compensation
Eligible travelers are being notified automatically via email sent to the registered contact details associated with their bookings. These emails contain secure links to access the vouchers without requiring a formal application process. IndiGo has advised passengers to check spam and promotional folders if the email is not immediately visible.
Passengers who did not have an email address registered at the time of booking can update their contact information through the airline’s customer portal, after which vouchers are typically issued within 24 hours. For unresolved issues, IndiGo has directed customers to contact its dedicated support team at customer.experience@goindigo.in.
Separate From Mandatory DGCA Compensation
IndiGo has emphasized that the Gesture of Care program operates independently of mandatory compensation prescribed under the Directorate General of Civil Aviation (DGCA) regulations. Passengers whose flights were cancelled within 24 hours of departure may still be eligible for statutory compensation ranging from ₹5,000 to ₹10,000, depending on flight duration.
This means some passengers could receive combined compensation exceeding ₹10,000, reflecting both voluntary airline support and regulatory entitlements. Eligibility criteria differ between the two frameworks, and passengers are encouraged to verify both separately.
Implications for Indian Aviation
The initiative sets a notable precedent in India’s aviation sector, where airlines have traditionally limited compensation to regulatory minimums. While the program represents a significant financial commitment for IndiGo, analysts suggest it may help protect long-term brand trust and customer loyalty in an increasingly competitive market.
For passengers, the program offers tangible acknowledgment of inconvenience suffered during the December 2025 crisis. Consumer groups, however, stress that while compensation is welcome, systemic improvements in staffing, scheduling, and communication remain essential to prevent similar disruptions in the future.
In launching the Gesture of Care program, IndiGo has taken a decisive step toward service recovery, signaling that large-scale operational failures require equally substantial responses.
