IndiGo (6E) Customer Care: Complete, Expert Guide

How to reach IndiGo customer care fast

IndiGo (IATA code: 6E), India’s largest airline by domestic market share (about 60% through 2024 per DGCA data), centralizes its customer support through its website and mobile app. The fastest self-service route is Manage Booking on goindigo.in, where you can retrieve your PNR (six-character code) and last name to change flights, add baggage or seats, and request refunds. For time-sensitive issues within a few hours of departure, use the app’s Manage Booking to avoid hold times.

Official digital channels include the website goindigo.in, the IndiGo mobile app (iOS and Android), and the verified social media handle @IndiGo6E on X (Twitter). When dealing with customer care, always ensure the domain is goindigo.in and the social handle is verified; this prevents impersonation scams. For country-specific phone numbers and localized support hours, IndiGo publishes the latest details on its Support/Contact section on goindigo.in; use those numbers rather than third-party listings.

IndiGo’s contact center operates 24/7 for core services such as flight changes, cancellations, and disruption handling. Response times vary by peak travel periods (especially around Indian public holidays and long weekends). If you must call, off-peak hours in India (for example, between 0100–0600 IST) typically see shorter queues; otherwise, use the app or web to make changes up to the permitted cutoff.

What customer care can resolve (and how)

Routine changes are almost always faster online: date/time changes, adding paid seats, meals, extra baggage, or correcting minor name spelling (as per fare rules). For most domestic itineraries, changes are permitted until approximately 2 hours before departure; for international routes, the window is generally about 4 hours. Fees, fare differences, and change rules depend on the fare family (e.g., Saver, Flex, or business partner bundled fares), which are displayed during the change flow.

For cancellations and refunds, the original form of payment is typically required. If you booked via a travel agency or an online travel portal, customer care will advise that refunds must flow back through that agent per DGCA rules; IndiGo cannot re-route funds directly to you in such cases. For group bookings (usually 10 or more passengers), group desk policies and timelines apply—contact details are posted on goindigo.in under “Group Bookings.”

Operational disruptions (cancellations or major delays) trigger IndiGo’s Plan B flow: customers receive an SMS/email with a link to rebook to the next available flight or cancel for a refund at no additional charge. If you do not receive the link, retrieve your booking on goindigo.in or the app; the Plan B option appears for eligible PNRs. Customer care agents can also complete a Plan B rebooking if the digital path is unavailable.

Documents and information you should have ready

Having the right data ready dramatically speeds up resolution and reduces back-and-forth with agents. For identity or payment-related edits, expect simple verification questions; for third-party or corporate bookings, have your traveler authorization handy.

• PNR (6-character booking reference), passenger last name exactly as on the ticket, and flight/date details.
• A government-issued ID that matches the ticket name for check-in or name correction requests.
• Payment proof: last 4 digits of card, UPI transaction ID, or bank reference number for refund tracing.
• Disruption evidence: SMS/email notifications, airport Property Irregularity Report (PIR) for baggage issues, photos of damage.
• Special assistance documents: medical fit-to-fly note (if applicable), pregnancy weeks confirmation, or disability certificate for specific accommodations.
• For agent-booked tickets: the agency name, booking portal reference, and the email used for the booking.

For security, never share full card numbers, one-time passwords (OTPs), or CVV over phone or chat. IndiGo will not ask you to install screen-sharing apps or to pay into personal bank accounts or QR codes. Always complete payments only through the goindigo.in checkout or the official app.

Refunds, cancellations, and timelines you can expect

Refunds are returned to the original mode of payment once processed. If your fare is refundable (or the change/cancel is covered under Plan B due to disruption), the system will show the net amount before you confirm. For agent or corporate bookings, the refund flows back to that account; you then settle with the agent per your agreement.

Timelines follow DGCA’s Civil Aviation Requirements for refunds: for card, UPI, and other non-cash instruments, airlines must initiate refunds within 7 working days of the cancellation/decision; for cash payments, the outer limit is 21 working days. Banks may take an additional 3–10 days to reflect the credit on your statement. If a refund acknowledgement is issued but funds do not appear after 10 business days, contact customer care with the refund reference number for trace.

If you purchase add-ons such as Extra Baggage, Meals, or Seat selection and then cancel, the add-on refund follows the fare rules shown at purchase. During significant schedule changes or cancellations initiated by the airline, add-on fees are generally refundable when you opt for a full refund rather than rebooking, and customer care can assist if an automated refund misses an add-on line item.

Baggage and claims support

For delayed, damaged, or lost checked baggage, file a Property Irregularity Report (PIR) at the airport before leaving the arrival hall; this is essential for tracking and compensation. Keep your baggage tags and boarding pass. IndiGo’s baggage desk at the airport will provide a copy of the PIR and a reference number used for follow-ups through customer care or the app.

International journeys follow the Montreal Convention liability limits. As of the current limits, compensation for baggage issues is capped at 1,288 Special Drawing Rights (SDR) per passenger unless a higher value declaration was made and paid at check-in. Under the Convention, report baggage damage within 7 days of receipt and delays within 21 days of when the baggage should have been received. For domestic-only itineraries, carrier terms apply; prompt reporting at the airport remains critical.

If you purchased excess valuation or travel insurance, provide those details along with the PIR when contacting customer care. For essentials reimbursement during a delay, keep itemized receipts. Claims typically require copies of the PIR, ID, boarding pass, baggage tags, and receipts; processing can take 7–21 business days depending on the case complexity.

Accessibility, medical, and unaccompanied minor assistance

Wheelchair assistance is provided at no charge when requested in advance; aim to notify IndiGo at least 48 hours before departure via Manage Booking or the support page on goindigo.in. For battery-powered mobility devices, share device specifications and battery type so ground staff can handle carriage per safety norms. Arrive early at the airport (at least 2 hours for domestic, 3 hours for international) to allow time for coordination.

Expectant mothers and passengers with recent surgeries may be asked for a fit-to-fly certificate depending on gestational week or medical condition; customer care can advise documentation based on the latest medical carriage policy. For unaccompanied minors, IndiGo typically accepts children aged 5–12 as UMNRs; ages 13–18 may travel as young passengers without the UMNR service unless specifically requested. The responsible adult must complete consent forms at the airport; bring valid ID for both the drop-off and pick-up guardians.

If you need oxygen or stretcher service, coordinate well in advance since approvals and airport arrangements take longer. These services involve strict safety and operational requirements, and customer care will outline lead times, paperwork, and any carrier or airport fees applicable under the medical assistance policy.

Escalations and how to get a resolution

IndiGo follows a tiered grievance process aligned with DGCA requirements. Keep a written trail: note dates/times of calls, agent names (if provided), and case or interaction IDs. Attach supporting documents when submitting web forms to prevent rejections for incomplete information.

• Step 1: Contact IndiGo through goindigo.in (Support/Contact or Manage Booking) or the official app; obtain a Case ID or email acknowledgement.
• Step 2: If unresolved after a reasonable time (usually 7 working days), escalate to IndiGo’s Nodal Officer using the contact published on goindigo.in under Grievance Redressal.
• Step 3: If still unresolved, escalate to the Appellate Authority (details on goindigo.in), referencing your original Case ID and Nodal Officer correspondence.
• Step 4: As a final step, file a grievance with India’s Ministry of Civil Aviation via AirSewa (airsewa.gov.in or the AirSewa mobile app). Airlines are expected to close cases, generally within 30 days, under DGCA oversight.

When escalating, be precise: include the PNR, travel date, flight number, a concise summary (under 200 words), and attach PDFs or images of receipts, PIRs, and prior email threads. Avoid submitting multiple tickets for the same issue; instead, reply on the same thread to keep the history intact. This significantly improves resolution speed and auditability.

Pro tips to get faster help and avoid scams

Use self-service first for changes, cancellations, and Plan B rebookings; it’s typically immediate, while call queues can stretch during disruptions. If you must call, do it during off-peak hours in India and have your PNR, last name, and payment reference in front of you to pass verification quickly. Keep screenshots of on-screen confirmations until you receive final email confirmation.

Only use the official website (goindigo.in), the IndiGo app, and the verified @IndiGo6E handle on social channels. Do not pay via personal bank accounts, QR codes, or links sent by unofficial profiles. IndiGo will not ask for your card’s full details, CVV, or OTP over the phone or in DMs. When in doubt, hang up and initiate contact again from the Support link on goindigo.in.

If you booked through an agent, coordinate both with IndiGo and the agent—DGCA rules require refunds to flow back to the original payer. For unresolved cases beyond 7 working days, escalate methodically using the Nodal and Appellate contacts listed on goindigo.in, then AirSewa if needed. Keeping a clean paper trail and following the ladder usually yields a timely, documented resolution.

How do I contact IndiGo for a refund?

A refund in cash can be processed at the domestic airport counters; but if the payment for the reservation is made at our International airport counter; than passengers will have to write to us at [email protected] for assistance.

Has IndiGo resumed flights?

We are excited to announce that we are back in the skies and open for booking. As per the government announcement, we have resumed flight operations in a phased manner. We are fully prepared with our safety measures and look forward to welcoming you on board. Book now and take off with us!

What is the WhatsApp number of IndiGo customer care?

7065145858
Discover services, get booking-related notifications and answers to queries within seconds on your favourite messaging app. Please scan the below QR code or WhatsApp on 7065145858.

What is the customer service number of IndiGo 24 hours?

or Call our 24×7 toll free helpline 1800-266-7780 (Accessible from all lines) or 1800-11-9966(Accessible from BSNL/MTNL Lines Only).