IndiGo Customer Care: Complete, Practical Guide (2025)

IndiGo (IATA: 6E, ICAO: IGO) is India’s largest airline by domestic market share, carrying over 100 million passengers annually and operating 2,000+ daily flights across 85+ domestic and 30+ international destinations. With this scale, customer care is built around multiple 24/7 channels, self-service tools, and regulated escalation paths under India’s DGCA rules.

This guide explains the fastest ways to get help, what to prepare before you contact IndiGo, how refunds and changes work in practice, the time limits for baggage claims, and how to escalate issues effectively if needed.

How to reach IndiGo customer support

The official website is https://www.goindigo.in and the IndiGo mobile app (iOS/Android) mirrors most self-service tasks: manage/cancel/change bookings, select seats/meals, check flight status, download invoices, and use “Plan B” for airline-initiated changes or cancellations. For urgent day-of-travel issues, use the app or website first; these paths update your PNR instantly and avoid call queues.

For phone support within India, IndiGo operates 24/7 call centers. Commonly published numbers are 0124-6173838 and 0124-4973838 (standard call charges apply). On social media, the verified handle on X (Twitter) is @IndiGo6E; DMs are monitored, but for privacy, agents will ask you to move to secure channels for PNR-specific actions. Always contact only the verified website/app and handles—IndiGo does not request card PINs/OTP over phone or social media.

Phone, email, address, and escalation

Customer Relations (non-urgent complaints or feedback) can be raised via the “Help and Support” section on goindigo.in; this creates a traceable ticket and is generally the cleanest way to request post-travel refunds, invoice corrections, or service recovery. For unresolved cases, Indian carriers maintain a Nodal Officer and an Appellate Authority. Industry-standard addresses are [email protected] and [email protected] for escalations after you have a ticket/reference number from Customer Relations. When writing, include your PNR, flight/date, full name as on booking, and a concise one-page summary with receipts.

Postal correspondence can be addressed to: InterGlobe Aviation Ltd. (IndiGo), Level 1, Tower C, Global Business Park, Mehrauli-Gurgaon Road, Gurugram – 122002, Haryana, India. For final escalation of unresolved grievances in India, use the Ministry of Civil Aviation’s AirSewa portal at https://airsewa.gov.in with your prior case references; this is typically used after airline-level escalation.

What to prepare before contacting support

Having complete details cuts resolution time dramatically and avoids back-and-forth identity checks. Prepare the exact identifiers and proof that allow an agent to locate the right booking and action it in one go.

• Booking identifiers: PNR (6 characters), passenger name as on ticket, contact email/phone used for booking, and the payment method’s last 4 digits (for refunds).
• Flight details: flight number (6E-xxxx), travel date, origin/destination, and whether this is a codeshare or pure 6E sector.
• Evidence: photos of baggage damage at the airport, PIR file number (if issued), boarding pass tags, receipts, and written confirmation of any airport assurances.
• For medical/special assistance: medical fit-to-fly certificate (if applicable), POC device model and FAA/CE approval, and a 48-hour advance request for services requiring pre-clearance.
• For charge disputes/refunds: original payment proof, masked card statement showing the debit, and the airline’s refund reference or CR number if already issued.

Response times, refunds, and your rights

IndiGo’s contact centers operate 24/7 for urgent travel. For written complaints via the website’s Customer Relations form, acknowledgement is typically within 24–48 hours, with most routine cases closed inside 7–10 business days. Complex cases (e.g., baggage liability or interline issues) can take longer due to documentation and vendor assessments.

Refunds to cards are generally processed by IndiGo within 7 business days from approval; your bank may take an additional 3–5 business days to post. Refunds to wallets/bank transfers can vary by provider. If you booked via a third-party OTA or travel agent, the airline returns funds to the issuing agent, who then pays you—this adds time, so follow up with the agent after the airline confirms release. Keep all email confirmations and the refund reference for tracking.

Changes, cancellations, and fees in practice

Use Manage Booking in the app/site to rebook, change dates, upgrade to a fare/add-on with flexible changes (commonly branded under 6E Flex), or opt for self-service “Plan B” when IndiGo reschedules or cancels your flight. Plan B typically offers free options such as moving to the next available flight on the same sector/date range or converting to credit shell/refund per the disruption policy. For voluntary changes, charges depend on the fare family and time before departure; adding a flexibility add-on usually reduces or waives change fees and includes one or more free date changes—check the exact inclusions before paying.

Name corrections are limited to minor spelling fixes and usually require matching ID; full name changes or transfers to another passenger are not permitted. Always complete voluntary changes well before check-in deadlines. If the difference in fare is higher on your new date/flight, fare difference applies even if the change fee is waived by a flexible product.

Baggage issues and claims

For damage, delay, or loss, report at the arrival airport before leaving the baggage hall and request a Property Irregularity Report (PIR) from the IndiGo baggage desk/ground handler. Keep your baggage tag and boarding pass. Without a timely PIR, claims are significantly harder to validate. For delayed bags, ensure your delivery address and a reachable phone number are recorded accurately.

Time limits for written claims follow international conventions adopted in India: for damage, notify in writing within 7 days of receiving the baggage; for delay, within 21 days from the date the baggage was made available; legal action typically within 2 years. Compensation may be limited by weight (standard liability limits under the Montreal framework) unless you pre-declared higher value at check-in by paying an additional charge. Always photograph the damage at the belt and obtain airline acknowledgment the same day.

Domestic cabin allowance is commonly 7 kg for hand baggage plus a small personal item, and 15 kg check-in per adult ticket on most domestic fares. International allowances vary by route and may be piece- or weight-based (e.g., 1 piece at 23 kg, or 20–30 kg weight concept); check your fare rules in Manage Booking. Excess charges are significantly lower when prepaid online than at the airport.

Special assistance, medical, and minors

Request wheelchair assistance during booking or via Manage Booking, ideally 48 hours before departure; limited same-day availability exists but is not guaranteed. For portable oxygen concentrators (POCs), only approved models are permitted and advance notification is required; carry manufacturer documentation and enough charged batteries to cover 150% of flight time. IndiGo may require a recent fit-to-fly certificate for certain medical conditions or post-operative travel—upload or carry a paper copy.

Unaccompanied minors (UMNR) are accepted from 5 to under 12 years with a mandatory handling service and forms completed by both guardians at origin/destination. Children 12–17 can travel alone; an optional young traveler assistance service is available on request. Arrive earlier than usual for UMNR processing (at least 2 hours before domestic departures) and keep guardians reachable by the phone numbers listed on the UMNR form.

At the airport: counters, cut-offs, and on-the-spot help

For most Indian airports, IndiGo recommends arrival at least 2 hours before domestic and 3 hours before international departures. Typical counter cut-offs: check-in/baggage drop closes about 45 minutes before domestic and 75 minutes before international departures; boarding gates close approximately 25 minutes before departure time. These cut-offs vary by airport and are enforced—missing them can lead to denied boarding without entitlement to waiver.

For quick help at the airport, use IndiGo counters marked “Customer Service” or “Baggage Services” near the check-in hall or arrival belts. Keep your documents, PNR, and payment method ready if you need to purchase excess baggage, seats, or meals at the counter; airport rates are usually higher than online.

Data security and scam warnings

IndiGo will never ask for your full card number, PIN, or OTP via phone, email, or social media. Do not share one-time passwords or click payment links sent by unofficial accounts. Use only https://www.goindigo.in or the official app for payments or changes. On X (Twitter), look for the verified @IndiGo6E handle; on Facebook, use the verified “goindigo.in” page.

If you suspect fraud, immediately contact your bank to block the card, report the incident to India’s cybercrime portal (https://cybercrime.gov.in), and notify IndiGo Customer Relations with screenshots and the PNR so they can flag your record.

Quick reference (save these)

• Website/app: https://www.goindigo.in (Manage Booking, Plan B, refunds, invoices, web check-in)
• 24/7 call center (India): 0124-6173838, 0124-4973838
• Social care: X (Twitter) @IndiGo6E; use DMs for initial contact, then switch to secure channels
• Escalations: Customer Relations via website form; Nodal Officer: [email protected]; Appellate Authority: [email protected]
• Postal: InterGlobe Aviation Ltd. (IndiGo), Level 1, Tower C, Global Business Park, MG Road, Gurugram – 122002, Haryana, India
• Government escalation (India): AirSewa portal https://airsewa.gov.in (use after airline-level escalation)

Pro tips for faster resolution

Use the app/site first for same-day changes—availability and fares are live, and successful changes issue instant confirmations. If a disruption occurs, check “Plan B” immediately; popular alternative flights fill fast. For refunds via cards, keep the ARN (Acquirer Reference Number) from IndiGo or your bank—it helps your bank trace the incoming credit if it hasn’t posted after 7–10 business days.

When emailing support, keep your subject line structured: “PNR ABCDEF | 6E-123 | DEL-BLR | 15 Jan 2025 | Refund for involuntary change.” Attach PDFs/images once, numbered logically. Clear, concise, and complete submissions get solved fastest.