Go IndiGo Customer Care: Expert Guide to Getting Fast, Reliable Help (2025)

IndiGo at a glance and why customer care matters

IndiGo (IATA code 6E), operated by InterGlobe Aviation, has been India’s largest airline by domestic market share since the mid-2010s. Launched in 2006, it now operates 1,800+ daily flights across 115+ destinations (80+ domestic and 30+ international, varying by season). For a carrier of this scale, well-structured support is critical—whether you’re changing plans at short notice, requesting special assistance, or resolving irregular operations (IRROPs) like delays or cancellations.

Because millions of bookings traverse IndiGo’s systems every month, knowing the right channel and the information to provide can reduce turnaround time from days to hours. This guide consolidates verified, practical details you can use immediately—phone numbers, web paths, timelines, and your rights under Indian aviation rules—so you spend less time waiting and more time moving.

Official ways to reach IndiGo

Primary website: https://www.goindigo.in. The Support section hosts contact options, service requests, and grievance escalation forms. If you booked via a travel agency or OTA, you can still contact IndiGo directly with the 6-character PNR; however, for changes that affect the ticketing record, customer care may redirect you back to the issuing agent.

24×7 phone support (India): +91 124 617 3838 and +91 124 497 3838. These numbers are widely published by IndiGo for domestic callers. Call charges follow your carrier plan; there is no premium-rate surcharge from IndiGo. For country-specific numbers outside India, navigate: goindigo.in → Support → Contact us → Select your country.

Mobile app: “IndiGo” on iOS and Android supports live chat, date changes, add-ons (meals, seats, extra baggage), tracking refunds, and service requests. Social care is active via X (Twitter) @IndiGo6E and responds fastest to booking-specific DMs that include PNR and contact email/phone (never share full card or passport details in public posts).

Phone and digital support details

Phone queues dynamically allocate agents by language and request type. For fastest routing, have your PNR ready and say “manage booking,” “refund,” or “baggage” when prompted. Hold times spike during weather disruptions and long weekends; when wait exceeds 10 minutes, try the in-app chat or the web “Support → Need help” assistant for routine actions like name spelling corrections (minor), date changes, or adding special service requests (SSR).

For written records, use the web form in goindigo.in → Support → Feedback/complaints. You’ll receive an automated case ID by email/SMS within minutes; typical first-response SLA for standard issues is 24–72 hours. For urgent travel within 24 hours, always pair a written request with a call/chat so the PNR is queued for immediate handling.

Corporate correspondence (not a walk-in counter)

Corporate office (mailing/correspondence): Level 1, Tower C, Global Business Park, MG Road, Gurugram, Haryana 122002, India. Do not visit for customer service—airport ticketing counters and the phone/app channels are the correct paths for bookings and travel-day help. For local airport office addresses and city-specific contacts, see goindigo.in → Support → Contact us → City information.

For media or legal notices, IndiGo provides dedicated emails and forms under the website’s Corporate/Investor Relations sections. Routine passenger issues will be redirected if sent there, so use the customer care channels first to save time.

What IndiGo customer care can resolve

Bookings and changes: new reservations, date/time changes, minor name corrections (typo-level), adding meals, seats, priority, extra baggage, or special assistance. Fare differences and change/cancellation fees apply per fare brand and route; exact amounts are quoted at the time of change before you confirm.

Refunds and vouchers: refunds for eligible cancellations (airline-initiated or passenger-initiated per fare rules), partial refunds for unused segments, schedule-change options, and voucher reissuance if a credit shell was created. For airline-initiated cancellations, Indian regulations require airlines to process refunds within 7 working days to the original method of payment.

Baggage and disruptions: delayed/lost/damaged bag claims (PIR issuance and follow-up), disruption options for significant delays, missed connections on a single PNR, and meal/hotel assistance eligibility when applicable. For lost baggage, liability is governed by the Carriage by Air Act/Montreal Convention caps (up to 1,288 SDR per passenger unless a higher value was declared and paid for in advance).

Information to prepare before you call or chat

• Booking details: 6-character PNR, passenger names as on the booking, travel dates, origin/destination, and the email/phone used at purchase.
• Payment references: last four digits of the card, bank reference/UTR for UPI/net-banking, or the agency/OTA booking ID if you did not book direct.
• For changes/refunds: exact flight(s) to change or cancel, preferred new dates/times, and whether you prefer a refund, re-accommodation, or a credit (if offered).
• For baggage issues: PIR number if already filed at the airport, bag tag numbers, bag description, photos/receipts for damaged items, and delivery address.
• For medical/special assistance: SSR details (e.g., WCHR/WCHS/WCHC), medical certificates if required, and equipment dimensions/weights for mobility aids.

Refunds, changes, baggage, and fees—what to expect

Refund timelines depend on payment instrument: cards typically 5–7 working days after approval by the airline’s gateway; net-banking 3–7 working days; UPI 1–4 working days. If your ticket was issued by an agency, the refund usually flows back to that agency’s BSP/portal first; customer care can confirm the credit date so you can follow up with the agent.

Standard domestic economy allowances commonly published by IndiGo include 7 kg cabin baggage (plus a small personal item) and 15 kg checked baggage per adult/child on most fares; international and certain fare brands may differ. Extra baggage is cheapest when pre-booked online or in-app rather than at the airport. Always confirm the live allowance displayed in Manage Booking, since seasonal and route-based variations apply.

If your flight is rescheduled by the airline, customer care can offer re-accommodation on the nearest available 6E service or process a refund per your preference (subject to rules shown in the change notification). For voluntary changes, the system will show any applicable fare difference plus change fees before you pay; no charge is applied until you accept the quote.

Escalation and your rights in India

• Step 1 (Frontline): Call +91 124 617 3838 / +91 124 497 3838, use the in-app chat, or submit a web form via goindigo.in → Support. Keep the case ID.
• Step 2 (Customer Relations/Nodal/Appellate): If unresolved after a documented response, escalate via the airline’s Grievance Redressal page (found under Support). IndiGo publishes Nodal Officer and Appellate Authority contacts there; expect a formal review with email responses.
• Step 3 (Regulator/AirSewa): For issues still unresolved or beyond stated timelines, file a complaint on the Ministry of Civil Aviation’s AirSewa portal/app: https://www.airsewa.gov.in. Attach your PNR, case ID(s), and evidence of prior correspondence.
• Key rules (DGCA CAR): For airline-initiated cancellations, refunds must be processed within 7 working days to the original mode of payment. Denied boarding, cancellations, and long delays trigger assistance and compensation as per DGCA CAR Section 3, Series M, Part IV (amounts depend on notice periods and delay durations). Baggage liability for loss/damage is capped by the Montreal Convention at up to 1,288 SDR per passenger unless higher value was declared in advance.

Security and fraud prevention

Use only numbers and links published on https://www.goindigo.in. Fraudsters often clone “IndiGo” listings on search results or social media, then ask for remote-access apps or full card/OTP details—IndiGo will not request remote access or full card PIN/OTP over phone, chat, or email. If unsure, hang up and redial the official numbers above or start a chat from inside the official app.

When paying for changes/add-ons, prefer in-app or website gateways (PCI-DSS compliant). For any unexpected payment link sent by chat/email, verify the domain ends with goindigo.in and that the PNR and amount match what you discussed with the agent. Save payment acknowledgments and SMS alerts for audit trails.

Travel-day tips customer care wishes you knew

Check-in counters typically close 60 minutes before domestic departures and 75 minutes before international; boarding gates generally close about 25 minutes prior. If you anticipate a tight connection or special assistance, inform customer care at least 24 hours before departure so they can annotate the PNR.

If a delay exceeds your tolerance, call or chat while you’re still at the gate to see real-time re-accommodation options. For baggage issues, file a PIR at the arrival airport before leaving; this single step shortens tracing by days and is usually mandatory for any compensation or delivery.

Bottom line

Start with the official channels—website/app and the 24×7 phone lines +91 124 617 3838 / +91 124 497 3838—keep your PNR and payment references handy, and document each step with a case ID. Use the airline’s Grievance Redressal path if needed, then AirSewa for regulatory escalation. With the right prep and the correct channel, most IndiGo issues—changes, refunds, baggage, or special assistance—are resolved within a few business days, often sooner.