IndiGo Airlines Customer Care Email: How to Reach the Right Team and Get Fast Resolution

IndiGo (IATA: 6E), India’s largest airline by passengers carried since 2011, handled over 60% of India’s domestic market in 2024 (DGCA monthly reports). With such scale, using the correct customer care email and providing the right documentation can significantly reduce turnaround time on refunds, schedule-change assistance, baggage claims, and post-travel feedback.

The primary customer care email for post-travel issues and feedback is [email protected]. Use this mailbox when you need a documented trail for complaints, refund clarifications, service recovery, or feedback after your journey. For time-sensitive requests (same-day flight changes, no-show assistance, or airport disruptions), the fastest channels remain the 24×7 contact center and the “Manage Booking” tools on goindigo.in or the IndiGo mobile app.

When to Use the Customer Care Email vs. Other Channels

Email is best when you need a written record or when the issue requires background checks—examples include refund status after a cancellation, compensation requests following delays, baggage damage follow-up, or feedback about on-board service. It’s also suitable for complex itineraries or cases that need attachments (receipts, photos, medical notes, or travel insurance letters). Expect an acknowledgement first, followed by a detailed response once the case is reviewed.

If you need action within hours—such as a name correction, flight change for today/tomorrow, or assistance during irregular operations—call the contact center at +91 124 617 3838 or +91 124 497 3838 (available 24×7). You can also self-serve via goindigo.in/manage-booking for rebookings, seat or meal purchases, and to view updated schedules. For airport-day issues (missed connections, denied boarding, or immediate baggage tracing), report at the IndiGo counter before leaving the airport, then follow up by email if required.

How to Structure an Effective Email to IndiGo

A clear subject line and complete documentation speed up resolution. Use a subject such as “Refund Status – PNR ABC1D2 – Flight 6E123 – 15 Aug 2025” or “Baggage Damage Claim – PNR XYZ7W9 – 6E456 – DEL–BLR – 12 Aug 2025.” State your requested outcome up front (refund to original payment method, travel credit, expense reimbursement, or a written explanation).

Attach evidence wherever possible: photos of damaged baggage, boarding passes, payment receipts, and any written assurances received at the airport. For schedule changes or cancellations initiated by the airline, include the notification you received (email/SMS screenshot) and indicate your preferred alternative (refund, nearest available flight, or date change).

• Your full name as on the ticket, contact number, and email ID used for booking
• PNR (6 characters), ticket/itinerary receipt number, and flight details (e.g., 6E123 on 15 Aug 2025 DEL–BOM)
• Clear description of the issue and the exact resolution you seek (refund, rebooking, reimbursement)
• Receipts and proofs: payment confirmation, photos (for baggage), medical or official letters if relevant
• Bank/card details only if specifically requested by IndiGo for certain refund modes; otherwise never share CVV/PIN
• For baggage claims: PIR number issued at the airport and the date/time/place you reported the issue

Response Timelines, Refunds, and Claim Windows

Under India’s consumer aviation norms, airlines generally acknowledge written complaints within 24 hours and aim to resolve them within 30 days. In practice, IndiGo’s first substantive email reply often arrives within 24–72 hours for straightforward cases. If you do not receive an acknowledgement, check spam folders, then resend your email and consider calling the contact center to log the case reference.

Refunds to the original payment instrument typically appear within 5–7 business days for most cards and payment gateways, though some banks can take up to 10 business days to post the credit. If the refund is routed to a travel agent or a corporate account, the credit will appear in that channel; coordinate with your agent for pass-through to you. Always reference your PNR and last four digits of the card (if applicable) when asking for a refund status.

Baggage and Service Irregularities

For baggage damage or pilferage, report at the arrival airport and obtain a Property Irregularity Report (PIR) before exit. For international sectors covered by the Montreal Convention 1999, typical claim windows are 7 days from receipt for damage and 21 days for delay; for domestic India travel, report immediately at the airport and follow IndiGo’s policy published on goindigo.in for documentation and timelines. Keep photos and receipts for any emergency purchases in case reimbursement is applicable.

For long delays, cancellations, or denied boarding, keep all communications from IndiGo (SMS/email/app notifications) and note the offered alternatives. Policies and entitlements vary by cause (weather/ATC vs. controllable factors) and by route type; refer to IndiGo’s Conditions of Carriage and the “Charges and Fees” page for the latest specifics: goindigo.in/information/charges-and-fees.html.

Escalation Path if Your Issue Remains Unresolved

If you have not received a satisfactory response after a reasonable time (typically 7–10 days for routine cases) or if the resolution appears inconsistent with IndiGo’s published policy, escalate with your existing case ID and all prior correspondence. IndiGo publishes the following escalation contacts: Nodal Officer at [email protected] and Appellate Authority at [email protected]. Use these only after contacting [email protected] first, and specify why the prior response didn’t resolve the matter.

If the airline-level escalation does not resolve your issue within the stipulated period, you may file a grievance on the Ministry of Civil Aviation’s AirSewa portal: airsewa.gov.in. Include your PNR, flight details, the airline case ID, and the full escalation history. Government portals typically require you to select a category (e.g., Refunds, Baggage, Customer Service) and attach evidence; decisions and follow-ups are communicated by email/SMS through the portal.

Other Ways to Reach IndiGo and Practical Tips

While email is excellent for documented cases, IndiGo’s omnichannel support can shorten resolution time—especially if you combine a phone call for immediate action with an email for records. Keep your PNR handy and use concise, fact-based descriptions. If you are corresponding on behalf of multiple passengers on the same PNR, list all names and specify who is the primary contact.

• Primary customer care email (post-travel/feedback): [email protected]
• Escalations: [email protected], [email protected]
• 24×7 contact center (India): +91 124 617 3838, +91 124 497 3838
• Website: goindigo.in (Support: goindigo.in/support, Manage Booking: goindigo.in/manage-booking, Fees: goindigo.in/information/charges-and-fees.html)
• Social care: X (Twitter) handle @IndiGo6E; use DMs for PNRs and personal data rather than public posts

Finally, always verify the latest contact points on goindigo.in/support before sending sensitive information, as email addresses and processes can change. Never share card CVV, OTPs, or net-banking passwords in email—IndiGo will not request them. With a clear subject, complete documents, and the correct mailbox, most routine cases can be acknowledged within a day and concluded within a week, while more complex investigations may take longer but benefit greatly from a well-prepared, evidence-backed email.