IndiGo Airlines Customer Care Chat: A Complete, Practical Guide

Overview: What IndiGo’s customer care chat is and why it matters

IndiGo (IATA: 6E, founded 2006) is India’s largest airline by domestic market share, consistently carrying more than 60% of India’s domestic passengers in 2023–2024. With a network spanning 80+ domestic and 30+ international destinations and a fleet of 350+ Airbus A320 family and ATR aircraft, the carrier fields millions of service requests each year. To scale support, IndiGo offers a 24/7 customer care chat on its website and mobile app.

The chat interface combines a virtual assistant (commonly referred to as 6Eskai) with escalation to human agents for complex cases. It is designed to resolve routine tasks quickly—flight status, web check-in, seat selection, add-ons, rescheduling, and refunds—without waiting on a phone queue. For time‑critical day‑of‑travel issues (e.g., missed connections), the chat can triage and route you faster to the right queue while retaining your context.

Where to find and start the chat (web and app)

On the web: go to https://www.goindigo.in and look for the chat bubble at the bottom-right of the screen on key pages such as “Manage,” “Check-in,” and “Support.” The widget opens in a small pane and typically asks for your booking reference (PNR) and last name to personalize assistance. If you start on the home page, you can also navigate to Support and select the chat option from there.

In the 6E mobile app (iOS/Android): open the app, tap “Support” or the “Help” icon on the home screen, then choose “Chat with us.” If you’re signed in, your upcoming trips auto-populate; otherwise, have your six-character PNR (e.g., A1B2C3) and the lead passenger’s last name ready. The app chat preserves conversation history per session, which is useful when you need to re-open a case while you’re on the move.

Tip: for account-level issues (profile updates, IndiGo Rewards/6E membership queries) it’s quicker to log in first, then start the chat. For booking-level issues on a shared PNR, anyone listed on the booking can authenticate with the PNR + last name combo.

What you can do via chat (capabilities and limits)

The chat is optimized for high-volume requests and can usually complete end-to-end transactions without a call. Many tasks are self-serve with a secure payment link when needed (e.g., for add-ons). Certain situations—like disruptions, medical cases, or travel with special equipment—are escalated to trained agents who can annotate your PNR and, when permitted by policy, authorize exceptions.

Keep in mind that bookings made via third-party travel agencies may have restrictions; in those cases, the chat can often read your itinerary but may not be allowed to change fares, names, or payment details. It will guide you on whether to proceed in-app, via the original agency, or with IndiGo phone support.

• Manage booking: date/time changes on the same route, add or remove passengers where policy allows, and apply vouchers/credit shells.
• Check-in and boarding: web check-in, seat selection (including extra legroom where available), and digital boarding pass re-issue.
• Add-ons: prepaid baggage, fast forward/priority services, meals, lounge access (airport availability dependent), sports equipment declaration.
• Payments: secure links to goindigo.in for cards, net banking, or UPI (INR). The chat never asks for card numbers inside the chat window.
• Refunds and vouchers: initiate refund requests for refundable fares, track refund status, and retrieve or apply e-vouchers/credit shells.
• Flight status and disruptions: live status, delay/cancellation options, re-accommodation guidance per fare rules and operational policies.
• Special services: wheelchair requests, unaccompanied minor (UMNR) guidance, medical assistance documentation pointers, and pet carriage policy info (route restrictions apply).

Verification, privacy, and safe payments

For booking-specific help, expect to provide the six-character PNR and the lead passenger’s last name. For sensitive changes (e.g., contact detail updates, refund destination), the chat may prompt a one-time password (OTP) to the registered mobile/email, or route you to an agent who will perform additional verification. For post-travel claims, agents may request the e-ticket number (13 digits) and the flight/date pair.

Security best practices: do not type full card numbers, CVV, or net banking credentials into the chat. When a payment is required, you’ll receive a secure, IndiGo-hosted link on goindigo.in with HTTPS and 3‑D Secure/OTP where applicable. Check the domain carefully: it should be goindigo.in. If you’re unsure, ask the agent to resend the link and verify the order summary before paying.

Data handling: chat transcripts are stored by IndiGo for service quality and regulatory compliance. You can request a transcript at the end of the session; if offered, provide an email you control. Avoid using public Wi‑Fi for payment steps; if unavoidable, use a mobile hotspot or a trusted VPN.

Response times, live agents, and service hours

The virtual assistant operates 24/7 and resolves many tasks instantly. For hand-offs to human agents, wait times vary by traffic peaks (typically mornings and late evenings IST, and during weather events). In normal conditions, simple escalations often connect within minutes; complex disruption days can stretch longer. Keep the chat window open—closing it may reset your place in the queue.

Once connected, agents can see your prior bot context, which helps avoid repeating details. If your session times out (inactivity or connectivity loss), re-open the chat and provide the PNR again; the system usually retrieves the previous case notes so you can continue without starting from scratch.

Pro tip: if you’re at the airport with an imminent departure, use the chat for quick options but also approach the IndiGo airport counter or a self-service kiosk. Chat can pre-authorize actions, while airport staff finalize boarding-critical steps.

Alternatives and escalation paths (official contacts)

Phone support (India, 24×7): +91 124 617 3838 and +91 124 497 3838. These numbers are published by IndiGo for general reservations and support. Call volumes spike during irregular operations; the chat can sometimes be faster for straightforward changes and check-ins.

Official website: https://www.goindigo.in. Social support: X (Twitter) at @IndiGo6E and Facebook at https://www.facebook.com/IndiGo6E. For post-travel feedback or claims, many customers use [email protected] (include your PNR, flight number, date, and a concise description). Keep attachments small and legible; large files can delay processing.

Registered office (for formal correspondence): InterGlobe Aviation Ltd. (IndiGo), Central Wing, Ground Floor, Thapar House, 124, Janpath, New Delhi 110001, India. For statutory grievances in India, you may also file via DGCA’s AirSewa portal after first attempting resolution with the airline.

Policies and practical details you can handle in chat

Baggage: the chat can explain your fare’s allowance and help you pre-purchase excess baggage at web rates. For most domestic economy fares, the typical allowance is 15 kg checked and 7 kg cabin, but always confirm—fare families and routes can differ. Sports/oversized items require advance declaration; the chat can add a remark and advise the fee and packaging requirements.

Changes and refunds: within fare rules, same-route date/time changes are usually permitted for a fee and fare difference. The chat will show you alternate flights and the net payable. Refund eligibility depends on the fare (refundable vs. non-refundable) and the cause (e.g., airline cancellation vs. customer change). For airline-initiated cancellations, the chat can initiate a full or partial refund or re-booking as per policy.

Troubleshooting and edge cases

Third-party bookings: if you booked via an online travel agency or corporate travel tool, some elements (name corrections, payment reversals) may be locked to the issuing agent. The chat will display a message when it cannot modify a field and will indicate the party authorized to act. You can still use chat for check-in, seat selection, and status updates.

Codeshares/interlines: for itineraries involving partner airlines, the chat can read segments but may not reissue tickets on another carrier. In that case, it will direct you to the operating carrier or to an IndiGo phone agent trained for interline handling. Always provide the 13-digit ticket number and all segment details.

Identity issues: mismatched names, expired IDs, or duplicate PNRs require manual review. The chat can escalate to an agent who may request ID snapshots (shared via a secure upload link). Do not paste ID numbers into the chat itself unless instructed and secured by the upload flow.

Tips to get faster, cleaner resolutions

Come prepared: have your PNR, passenger last name, flight number, and travel date ready. If you’re changing flights, decide on your preferred time windows in advance. For refunds, know the original payment method and who paid (self, agency, corporate).

Use clear, concise prompts: state your goal in one sentence (“Change 6E203 Delhi–Mumbai on 12 Oct to any flight after 17:00, same day”). The assistant can then present targeted options with prices. Review carefully before approving payment—the secure link will summarize the change and the fare difference/fees.

• Authenticate early: enter PNR + last name up front to unlock self-serve options and skip back-and-forth.
• Ask for a payment link summary: verify passenger names, sectors, dates, and totals before paying.
• Save proof: request a transcript and download updated itineraries/receipts; keep your new PNR if a reissue occurs.
• During disruptions: accept the first viable re-accommodation to secure a seat, then refine seats/meals later.
• At the airport: use chat to queue changes while you walk to the counter; parallel processing saves time.

Why the chat keeps improving

IndiGo has publicly invested in large-scale technology, including a record order of 500 Airbus A320neo family aircraft in 2023 to support growth and operational consistency. On the service side, its AI-enabled chat is trained on live policy updates, enabling faster rollouts of new fare brands, add-ons, and disruption workflows. That means common tasks that once required a call can now be completed in minutes via chat, with clear audit trails and secure payments.

Used well, the customer care chat is the fastest path to managing most 6E trips end-to-end. Keep your details handy, verify links, and escalate when needed—especially on mixed-carrier or agency-issued tickets. For everything else, the official phone numbers and airport teams remain strong fallbacks.