IndiGo Airlines Customer Care: The Complete, Current Guide

How to reach IndiGo 24×7

IndiGo operates a round-the-clock contact center for reservations, changes, refunds, special assistance, and disruption support. The primary customer care numbers historically published by IndiGo are +91 124 617 3838 and +91 124 497 3838 (standard calling rates apply). Keep your 6-character PNR, passenger name exactly as on the ticket, and a reachable callback number ready before you dial—this speeds up authentication and service.

If you prefer digital channels, use the official website at www.goindigo.in or the IndiGo mobile app (iOS/Android) to manage bookings, request refunds, add baggage, and check flight status. For quick public updates and direct messages, IndiGo’s verified social handle is @IndiGo6E on X (Twitter). These channels are monitored, especially during irregular operations (weather, ATC delays), and can be effective for time-sensitive assistance.

• Phone (24×7, India): +91 124 617 3838; +91 124 497 3838
• Website and Manage Booking: www.goindigo.in
• Mobile App: IndiGo (iOS and Android)
• Social (for DMs/updates): X (Twitter) @IndiGo6E
• Escalations: [email protected]; [email protected]
• Government grievance portal for aviation: https://airsewa.gov.in

Customer care generally supports English and Hindi. During peak irregular operations (for example, dense fog mornings at DEL in winter), call volumes spike. If your matter is not departure-day critical, calling during off-peak hours (01:00–05:00 IST) typically results in shorter queues.

Choosing the right channel for your issue

Phone is best for urgent same-day flight changes, involuntary schedule changes, name corrections allowed by policy, and complex multi-passenger or multi-coupon cases where an agent may need to coordinate with airport or revenue teams. If you’re within 3 hours of departure, use phone, airport ticketing counters, or the departure gate help desk for the fastest action.

The website/app is optimal for non-urgent tasks: date/time changes, optional seat selection, adding paid baggage, reprinting itineraries, and initiating refunds when your fare rules allow. Social DMs are effective for status checks, nudging stuck refunds, and obtaining written confirmation of policies quoted by agents. For formal complaints requiring documentation (photos, receipts), use the website contact form or email Customer Relations so there is a traceable record.

• Have ready: PNR, passenger names (as on ticket), travel dates/flight numbers, payment method (last 4 digits if card), government ID details used for booking, and any receipts (baggage, meals, seats).
• For disruptions: screenshots of airline notifications, boarding passes, and time-stamped photos of airport display boards can help establish timelines.

Escalation path and regulatory recourse

If frontline agents cannot resolve your concern, escalate in this order: first, Customer Relations via the “Contact Us/Help” section on www.goindigo.in (attach all documents). If unresolved or you disagree with the resolution, write to the Nodal Officer at [email protected], and if still dissatisfied, the Appellate Authority at [email protected]. In your subject line, include your PNR and a concise issue summary (for example, “PNR ABCDEF – Refund not received – 7 working days elapsed”).

Under Indian DGCA consumer protection norms, airlines are expected to acknowledge complaints within 24 hours and resolve them within 30 days. If you have not received a suitable response after completing the airline escalation ladder, you can lodge a grievance on the Ministry of Civil Aviation’s AirSewa portal at https://airsewa.gov.in. Ensure your submission includes your correspondence history, timestamps, and any monetary amounts claimed.

For time-critical matters (for example, a wheelchair request not reflecting in the PNR within 12–24 hours of departure), raise the issue simultaneously with Customer Relations and via phone, and carry printed proof of your request to the airport. Documenting every interaction improves traceability and speeds up higher-level reviews.

Refunds, credits, and typical timelines

For eligible cancellations and schedule-change scenarios, refunds are typically processed back to the original form of payment. DGCA guidelines require airlines to process refunds to credit cards within 7 working days and cash transactions within 21 working days; bank posting to your statement can add a few days. If your booking was made through a travel agency or an online portal, the funds flow back via that intermediary, which can extend the timeline—coordinate with the agency and ask for their internal reference number.

Keep in mind that fare rules govern whether your ticket is refundable, changeable, or credit-eligible. If you accepted a travel credit (voucher or wallet), note its validity window and blackout conditions. Always ask the agent to confirm the exact rupee amount being refunded or credited, the breakdown (base fare, taxes, fees), and the Refund Reference Number (RRN) if available; include these in any follow-ups. If a promised refund date passes, share your payment proof and the RRN with Customer Relations to trigger an investigation.

Baggage issues: reporting, tracing, and claims

If your baggage does not arrive, file a Property Irregularity Report (PIR) at the airport before leaving the baggage hall; you will receive a file reference (for example, DEL6E12345). Provide a detailed description (brand, color, unique identifiers) and a delivery address. Customer care can help you track progress, but the airport baggage services desk is your first stop. For damaged baggage, take photos and report it immediately at arrival; delays in reporting weaken claims.

For written claims, international conventions (Montreal Convention, which India follows for international sectors and which is mirrored in many airline policies) set strict timelines: submit written notice for damage within 7 days of receipt and for delay within 21 days from when the baggage should have been delivered. Bags not found within 21 days are typically treated as lost, at which point compensation evaluation begins. Keep receipts for any essential purchases made due to baggage delay; interim expense policies vary by route and fare, and documentation is essential for reimbursement.

Special assistance, medical needs, and unaccompanied minors

Request special assistance (wheelchair: WCHR/WCHS/WCHC; visual/hearing assistance; mobility device handling) as early as possible—ideally at booking or at least 48 hours before departure—so the SSR (Special Service Request) codes are confirmed in your PNR. If you have a medical condition that may require fitness-to-fly clearance (for example, recent surgery, need for medical oxygen, or carriage of a concentrator), ask customer care for the current MEDIF process and deadlines, and carry medical certificates in original at the airport.

For unaccompanied minors, pre-book the service and confirm age eligibility, documentation, and fees for your specific route. IndiGo typically requires a guardian to remain at the origin airport until take-off and another authorized adult with government ID to receive the child at destination. Customer care can email the latest UMNR form and confirm reporting times (arrive earlier than standard) and any transit restrictions on specific itineraries.

Practical tips to get faster, better resolutions

Start with a concise problem statement and the outcome you seek (for example, “I need a same-day change to 6E 123 on 15 Oct due to a medical appointment; flexible fares show seats available—please reissue and advise fare difference”). Agents can act faster when your request is specific. When calling, have your PNR, payment details, and identification ready; when writing, include screenshots and receipts as attachments and keep all correspondence on the same email thread for continuity.

During weather or ATC disruptions, accept a callback or use the app/website for changes to avoid queue backlogs. If you receive a denial you believe contradicts published policy, politely ask the agent to cite the rule text or to tag a supervisor, then follow up in writing with timestamps and names. Maintain a personal log (date/time, channel, agent name, summary, commitments) so that, if needed, your escalation to the Nodal/Appellate level or AirSewa has a clean chronology and verifiable facts.

Notes on accuracy and updates

Airline policies, contact points, and service levels change over time. Always verify the latest phone numbers, emails, and rules on www.goindigo.in before acting. When in doubt, request written confirmation from Customer Relations so that any subsequent team reviewing your case can see precisely what was promised and when.