IndiGo Airline Customer Care: A Complete, Professional Guide

Official customer care channels and verified contacts

IndiGo operates a 24×7, multi-channel customer care operation for bookings, changes, refunds, special assistance, and baggage support. For secure service, use only the official phone numbers and web properties listed below. Keep your six-character PNR handy; it’s the fastest way for agents to access your itinerary.

Call charges follow your telecom provider’s STD/long-distance rates. For most service requests (date/time changes, adding seats or baggage, correcting minor name errors, requesting special assistance), the website and mobile app are typically faster than phone queues. Social channels are useful for general queries but avoid sharing payment data publicly.

• 24×7 phone (India): +91 124 617 3838 and +91 124 497 3838
• Official website (Manage Booking, chat, service requests): https://www.goindigo.in
• Support and contact hub: https://www.goindigo.in/support
• Mobile app: “IndiGo” on Google Play and Apple App Store (search: IndiGo – India’s largest airline)
• Twitter/X (service updates and DM support): https://twitter.com/IndiGo6E
• Facebook (announcements and messaging): https://www.facebook.com/goindigo.in
• Government escalation (India): AirSewa portal/app — https://www.airsewa.gov.in

What customer care can help you with (and what they cannot)

Customer care can add or modify ancillaries (seats, meals, 6E Prime/Flex, extra baggage), change travel dates/times on eligible fares, process cancellations and refunds as per your fare rules, reissue itineraries and GST invoices, update contact details, and register baggage or service incidents. If the airline reschedules or cancels your flight, you can typically use “Plan B” via Manage Booking or by phone to shift to an alternative flight or request a refund without change fees.

There are limits: agents cannot override immigration/visa regulations, waive no-shows, or change the origin/destination after travel begins. Name corrections are usually restricted to minor typographical fixes on the same passenger (for example, adding a missing middle name or correcting up to a few characters); full name changes or transfers to another person are not permitted. Refund timelines depend on your payment method and issuing bank; cards may take 7–10 business days and UPI/net banking typically 3–5 business days after the refund is processed.

How to get the fastest help: preparation, timing, and channels

Self-service is the fastest route for most routine needs. Use Manage Booking on goindigo.in or the IndiGo app to reschedule, add baggage or seats, correct minor name typos, download receipts, or initiate refunds when your fare allows. If you must call, try outside peak hours; many travelers report shorter waits during late-night and early-morning IST.

For email/webform cases, initial acknowledgement usually arrives the same day and detailed responses commonly take 24–72 hours depending on complexity. If you are following up on a processed refund, ask your bank for the ARN (Acquirer Reference Number) to help your card issuer trace the transaction. Keep screenshots of any payment or pricing errors; this evidence speeds adjudication.

• Your PNR (6 characters) and passenger names exactly as on the ticket
• Contact email and mobile number used at booking, plus an alternate number
• Payment reference (last 4 digits of card, UTR/ARN for UPI/cards, booking receipt)
• Specific request details (new dates/flights, preferred seats, baggage weight)
• For refunds or irregularities: screenshots, agent notes, PIR/file references, and timestamps

Baggage: delays, damage, and claims

If your checked bag is missing on arrival, report it at the IndiGo baggage service desk in the arrivals hall before leaving the airport and obtain a Property Irregularity Report (PIR) number. Provide your baggage tag, flight coupon/boarding pass, local contact, and delivery address. Most delayed bags are traced within 24–48 hours; you will receive SMS/email updates and delivery coordination once located.

For damaged baggage, report at the airport before exiting the sterile area whenever possible; photographs and a station report help. Keep your bag tags and receipts for any emergency purchases. International conventions set timelines to notify and claim for delayed or damaged baggage (commonly up to 7 days for damage and up to 21 days for delay after delivery); file promptly and keep copies of all submissions. Limits of liability apply unless you declared higher value before travel; customer care can explain documentation requirements and next steps.

Changes, cancellations, and involuntary disruptions

You can change dates/times for most bookings up to a defined cutoff before departure via Manage Booking or by phone; fare difference applies and change/cancellation fees depend on the fare family (for example, 6E Flex offers more flexibility). If a flight is rescheduled or cancelled by the airline, “Plan B” lets you move to another available flight or opt for a refund without change fees; do this online for the fastest result.

For cancellations initiated by you, review the fare rules shown on your itinerary or in Manage Booking before calling. Refunds for eligible sectors return to the original form of payment once processed. If you booked through a travel agent or OTA, changes and refunds are often fastest when handled through that agency, though IndiGo customer care can advise on eligibility and timelines.

Special assistance, medical, and unaccompanied minors

Request wheelchair or mobility assistance during booking or at least 48 hours before departure through Manage Booking or by calling customer care. Arrive early (recommended 2 hours before domestic and 3 hours before international departures) and proceed to the special assistance counter. If you require medical clearance, oxygen, a stretcher, or are traveling with highly specialized medical devices, inform customer care in advance so the correct forms and approvals (including any MEDIF, if applicable) can be arranged.

IndiGo accepts unaccompanied minors subject to age rules and documentation. Typically, children 5–12 years may travel as unaccompanied minors with a service fee and mandatory forms, while 13–17 years may travel as “young passengers” with optional assistance. Guardians must present valid government ID at both origin and destination, and the child should check in early to complete formalities. Contact customer care to add UM assistance to an existing booking and to confirm route-specific rules.

Travel documents, check-in, and time cutoffs

Ensure your ID and visas meet destination requirements; customer care can clarify airline policies but cannot overrule immigration rules. For domestic flights, carry a valid photo ID (such as Aadhaar, PAN, voter ID, passport, or driving license). For international flights, verify passport validity, visa, and any transit requirements well before departure; many countries require a passport valid for at least six months from the date of travel.

Web/app check-in is available and recommended. Observe airport timing cutoffs: arrive early, finish baggage drop well before counter closing times, and reach the gate before it closes for boarding. Customer care can advise station-specific cutoffs and recommend earlier arrivals during peak seasons or when traveling with special assistance or oversized baggage.

Escalations and grievance redressal

If an issue is not resolved through frontline channels, escalate via the support hub on goindigo.in by selecting the grievance redressal option and providing your PNR, contact details, and evidence (emails, receipts, screenshots). Keep your case number and chronology of events; clear, time-stamped notes shorten resolution times.

For India-based journeys or bookings, if the airline has not provided a satisfactory response within a reasonable timeframe (commonly up to 30 days), you can raise the case with the Ministry of Civil Aviation via the AirSewa portal/app (https://www.airsewa.gov.in). Include your airline case ID, PNR, and all supporting documents. Customer care will continue to coordinate with you while the grievance is reviewed.

Useful corporate details (for formal correspondence)

For formal written communication, you may reference IndiGo’s registered and corporate office addresses. These are not walk-in service desks; for service, always use the phone/app/web channels listed above.

Registered office: InterGlobe Aviation Limited (IndiGo), Central Wing, Ground Floor, Thapar House, 124, Janpath, New Delhi, 110001, India. Corporate office: Level 1, Tower C, Global Business Park, Mehrauli–Gurgaon Road, Gurugram, Haryana, 122002, India. Include your PNR and contact information in any postal correspondence.