IndiGo Customer Care: Complete, Practical Guide

IndiGo at a glance and why customer care matters

IndiGo (IATA: 6E), operated by InterGlobe Aviation Ltd., is India’s largest airline by market share, carrying well over half of all domestic passengers in 2024 and operating 1,900+ daily flights across 80+ domestic and 30+ international destinations. A network of this scale generates high service volumes—everything from booking changes to baggage tracing—so knowing the right channel and process saves time.

The airline’s contact center and digital tools are designed for self-service first (Manage Booking, app, and chat), with specialist teams for refunds, baggage, and accessibility. Most issues can be resolved faster if you approach the right team with the right identifiers (PNR, ticket number, dates) and file time-bound claims where required by regulation.

Official customer care channels (verified)

IndiGo’s official website is the hub for booking, changes, refunds, and special assistance requests. The airline runs a 24×7 contact center and maintains a formal escalation path (Customer Relations → Nodal Officer → Appellate Authority) for unresolved cases. Keep your 6-character PNR and the email/phone used at booking handy.

• 24×7 Contact Center (India): +91 124 617 3838 and +91 124 497 3838
• Website and Support: https://www.goindigo.in (Support: https://www.goindigo.in/support)
• Customer Relations (post-travel queries/complaints): [email protected]
• Escalation – Nodal Officer: [email protected]; Appellate Authority: [email protected]
• Social care: X (Twitter) handle @IndiGo6E; Facebook: https://www.facebook.com/goIndiGo.in
• Registered Office (legal correspondence): InterGlobe Aviation Ltd., Central Wing, Ground Floor, Thapar House, 124 Janpath, New Delhi 110001, India
• Corporate Office (operations): Level 1, Tower C, Global Business Park, M.G. Road, Gurugram 122002, Haryana, India

IndiGo’s mobile app (iOS/Android) mirrors most web functions (web check-in, seat/meal selection, same-day changes, refund tracking) and is often the quickest route for routine requests. WhatsApp chat is available via the Support page; use the link there to avoid impostor numbers.

What to prepare before you contact IndiGo

For booking or schedule issues, have your 6-character PNR, passenger name exactly as on the ticket, flight number/date, and payment reference (last 4 digits of card or UTR/transaction ID). If your booking was made via a travel agency or OTA, share their booking reference and ask if they must action changes (some fares require the original issuing agent to process changes/refunds).

For refunds or service failures, attach receipts and evidence: cancellation or disruption message from IndiGo, baggage Property Irregularity Report (PIR) number, photos of damage, boarding pass, and bank/card statement highlighting charges in dispute. For medical/special assistance, keep your doctor’s letter/fit-to-fly certificate and any required MEDIF ready; submit at least 48 hours before departure whenever possible.

Service levels and what to expect

Contact center wait times vary by peak schedule changes; off-peak waits are often under 5 minutes, while mass disruptions can extend queues significantly. Web and app self-service changes and cancellations are immediate upon payment (if any). Social media care is useful for non-sensitive issues and guiding you to the right form, but account-specific actions generally shift to DMs or email.

Typical timelines (indicative): refunds to cards post-cancellation settle within 7–10 business days after approval; UPI/net-banking refunds often post in 3–5 business days; baggage tracing updates are usually daily for the first 72 hours; written responses from Customer Relations are targeted within 24–72 hours, with complex cases taking longer. Keep all communication on the same email thread to preserve case history.

Managing bookings, changes, cancellations, and refunds

Use Manage Booking on goindigo.in or the app to change dates, upgrade seats, add meals/baggage, or cancel. Enter PNR + last name/email/phone to authenticate. Change and cancellation fees are dynamic and depend on fare brand, route (domestic vs. international), and time to departure. The interface shows a price breakdown before you confirm; review fare rules linked on the page.

If IndiGo cancels or reschedules your flight significantly, you’re typically offered free re-accommodation on the nearest available flight or a refund to the original form of payment. Accept or choose alternatives from the options presented. For voluntary cancellations, refunds follow fare rules; nonrefundable fares usually return only taxes/charges allowed by rule.

For bookings disrupted by weather or air traffic control restrictions, fee waivers may be announced for affected dates/routes; check the Travel Advisory banner on the homepage and apply changes within the published window. If the refund does not post within the stated timeframe, write to [email protected] with PNR, refund ARN (if shared), and your bank/card details redacted to last 4 digits only.

Baggage: allowance, delays, damage, and claims

Standard domestic economy allowance is typically 15 kg of checked baggage per passenger and up to 7 kg of cabin baggage (plus a small personal item), but always confirm on your itinerary because allowance may vary by fare brand and route. On many international routes the checked allowance ranges from 20 kg to 30 kg; cabin allowance remains around 7 kg unless otherwise stated. Oversize, sports, and musical instruments may carry handling fees and must meet packaging requirements.

If your bag is delayed or damaged, report it at the IndiGo baggage desk before leaving the arrival hall and obtain a Property Irregularity Report (PIR). Keep the PIR number, baggage tag, and boarding pass. For international sectors governed by the Montreal Convention, damage claims generally must be filed within 7 days and delay claims within 21 days of baggage delivery; liability is limited under the Convention (commonly cited at 1,288 SDR per passenger; verify current limits).

For essential purchases during baggage delay, retain original receipts; reasonable expenses may be considered per policy when the delay is attributable to the airline. For irretrievable loss, settlement follows applicable liability limits unless you declared excess value at check-in (if offered) and paid associated charges. Respond promptly to requests from the Central Baggage team to avoid claim closure.

Special assistance, medical cases, and minors

Wheelchair assistance (WCHR/WCHS/WCHC) is complimentary and should be requested at booking or at least 48 hours before departure via Manage Booking or Support. Passengers with medical devices (e.g., CPAP) or conditions requiring clearance should submit the medical form and fit-to-fly certificate; battery and device specifications must comply with DGCA/ICAO rules for carriage.

Unaccompanied minors are generally accepted from 5 to under 12 years on payment of an UMNR handling fee per sector; ages 12–18 may travel as young passengers without the service or opt in for assistance. A parent/guardian must complete the UMNR form, remain at the origin airport until the flight departs, and an authorized adult with valid ID must receive the child at destination. Always check current fees, age brackets, and document requirements on goindigo.in before you book.

Escalations and your passenger rights

If your issue remains unresolved after first-line support, escalate in writing with a concise timeline of events, PNR, supporting documents, and the specific remedy sought. IndiGo’s formal path is Customer Relations → Nodal Officer → Appellate Authority; each step should reference previous case IDs and allow reasonable time for response.

• Step 1: Write to [email protected] (attach PNR, receipts, PIR, photos, ARNs; mask sensitive data). Expect an acknowledgment and case ID.
• Step 2: If unresolved, email [email protected], quoting the case ID and summarizing gaps vs. policy/regulations.
• Step 3: Final internal appeal to [email protected] with a structured chronology, copies of prior replies, and your requested resolution.
• Regulatory avenues: File a grievance on AirSewa (Ministry of Civil Aviation) via https://www.airsewa.gov.in or the AirSewa app if still unresolved; for consumer disputes, the National Consumer Helpline is 1915 and portal is https://consumerhelpline.gov.in.
• Denied boarding/cancellation/delay compensation in India is governed by DGCA CAR, Section 3, Series M, Part IV. Keep written proof of disruption timing; eligibility depends on the cause and re-accommodation offered.

For quick, favorable outcomes: be specific about what you want (refund to original mode, fare difference waiver, baggage expense reimbursement), cite fare rules or DGCA CAR where applicable, and keep all messages on the same thread. Avoid sharing full card numbers or sensitive IDs; only the last 4 digits are typically needed for verification.

Smart tips to get faster resolutions

Act within deadlines: file baggage PIRs before leaving the airport; submit damage claims within 7 days and delayed baggage claims within 21 days where Montreal timelines apply. For schedule changes, accept free alternatives or request a refund as soon as the option appears in Manage Booking—inventory for popular flights tightens quickly.

Use the channel that matches the task: web/app for same-day changes and add-ons, email for documentation-heavy claims, and phone for time-critical travel within 24 hours. When contacting during mass disruptions, try calling in off-peak hours and parallel an email to Customer Relations so there’s a written trail.