IndiGo Airlines Customer Care India: Complete, Practical Guide

Who to contact and how (official channels)

IndiGo (IATA: 6E, ICAO: IGO), India’s largest airline by passengers carried since 2012 and founded in 2006, runs a 24×7 customer care operation. The two primary contact center numbers in India are +91 124 617 3838 and +91 124 497 3838. These are standard (non-premium) lines; your operator’s normal call charges apply. Keep your six-character PNR (e.g., AB1CDE) and the mobile number or email used at booking handy before dialing.

Digital self-service is often fastest. The official website is https://www.goindigo.in and the official mobile app is “IndiGo” (available on iOS and Android). The airline’s verified social handle is @IndiGo6E on X (Twitter) and Facebook at https://www.facebook.com/goindigo.in. IndiGo also offers a web chat assistant (“6E Chatbot – Dottie”) on its site for quick tasks like flight status, baggage allowance, and seat selection guidance.

• 24×7 Call Center (India): +91 124 617 3838, +91 124 497 3838
• Website: https://www.goindigo.in (Manage Booking, web check-in, refunds, add-ons)
• Mobile app: “IndiGo” on App Store and Google Play
• Social care: X (Twitter) @IndiGo6E; Facebook https://www.facebook.com/goindigo.in
• Post-travel feedback/complaints: [email protected] (attach PNR and receipts)
• Airport help: IndiGo customer service and baggage desks at all stations (e.g., Delhi T1 domestic arrivals/departures, Mumbai T1, Bengaluru T1)

Always verify you are on the official domain goindigo.in before entering payment details. IndiGo does not operate support via personal WhatsApp numbers or generic Gmail/Hotmail addresses.

Service hours, languages, and what response times to expect

The call center operates 24 hours a day, 7 days a week, with support available in English, Hindi, and commonly requested regional languages during peak hours. Midnight–early morning queues are typically shorter on weekdays. For urgent travel (same-day flight changes, missed connections, or baggage delay at arrival), calling from the mobile number registered in your booking helps the system fetch your PNR automatically.

For email-based cases (e.g., post-travel refunds, invoice requests, feedback), typical first-response time is within 24–72 hours. Complex refund traces involving multiple payment gateways or agency bookings can take longer while the airline coordinates with banks or travel partners. Social media responses for public tweets are often acknowledged within a few hours; for privacy, the team will shift the conversation to Direct Messages and may still ask you to email documents for verification.

If you have not heard back on an open email case within 3 business days, reply on the same thread to bump the case. Add concise, dated notes (e.g., “Called 28-Aug-2025 10:15 IST; advised 5–7 business days”) to keep a clear timeline for both sides.

What to keep handy before you contact IndiGo

Arriving prepared saves time and reduces back-and-forth. For almost all customer care interactions, IndiGo will confirm your identity against the reservation and may ask for proof of payment, especially for refund traces or add-on disputes. If you booked via a travel agent or OTA, some changes or refunds must be routed through that channel per fare rules.

• PNR (6 characters) and passenger name exactly as on the ticket
• Travel date, flight number, origin/destination, and fare type (e.g., regular, Flex, Super 6E)
• Payment reference: last 4 digits of card, bank UTR/transaction ID, or wallet order ID
• Invoices/receipts for add-ons (baggage, seats, meals), and any waiver codes provided
• For baggage issues: Property Irregularity Report (PIR) number and bag tag numbers
• For medical or special assistance: doctor’s note/MEDIF if applicable, and lead time requested (ideally 48 hours)

For data safety, share only masked payment details and never disclose full card numbers, CVV, UPI PINs, or one-time passwords. If any caller or message requests these, terminate the interaction and contact IndiGo through the official numbers or the website.

Common requests IndiGo customer care can resolve

Changes and cancellations: Use Manage Booking on goindigo.in or the app for the lowest service charges. Phone agents can help with date/time changes, name corrections as allowed by fare rules, adding seats or baggage, and processing cancellations. Fees vary by route, fare family, and timing; if you hold a Super 6E fare or a waiver due to a schedule change, mention it upfront so the agent can apply the correct policy.

Refunds and payment issues: After a cancellation or involuntary disruption, refunds are processed back to the original payment method. Once IndiGo initiates a refund, banks typically credit within 5–7 business days, though some instruments can take up to 15 business days. For agency/OTA bookings, the refund usually flows back to the agency first. Keep your bank reference (UTR) for tracing if credit doesn’t appear after the stated window.

Baggage help: For delayed or damaged bags, file a PIR at the IndiGo Baggage Services Desk in the arrival hall before leaving the airport. Provide your bag tag and a reachable phone number. Most delayed bags are traced within 24–48 hours. If you had essential items in the bag, inquire about interim expense guidelines and limits as per policy. For damage or pilferage, document the issue with photos and report immediately on arrival.

Escalations and grievance redressal (DGCA-compliant)

Step 1: Contact IndiGo through the primary channels first (call center, website form, or [email protected]) and obtain a case reference or email thread ID. Keep a dated record of calls, names of agents (if provided), and any commitments made (e.g., “refund within X business days”).

Step 2: If unresolved, escalate to IndiGo’s Nodal Officer and then to the Appellate Authority. The airline publishes live contact details for these roles on its official Grievance Redressal page at https://www.goindigo.in (navigate: Information > Grievance Redressal). Share a concise summary, PNR, evidence (receipts, screenshots), and the timeline of prior attempts.

Step 3: If you remain unsatisfied or have no resolution within a reasonable period, you can lodge a complaint on the Government of India’s AirSewa portal/app at https://www.airsewa.gov.in. Provide your PNR, airline references, and copies of communication. AirSewa forwards the case to the airline and monitors responses in line with DGCA norms.

Practical tips to get faster, accurate support

Use precise, specific requests. For example: “PNR Q1W2E3, need to move 6E 123 from 15-Sep to 17-Sep, same sector, any flight after 5 pm, accept fare difference up to ₹1,500.” This enables the agent to quote options immediately. If you have flexibility across airports (e.g., Mumbai T1 vs. T2 connections or Delhi alternate times), say so at the start.

For irregular operations (delays/cancellations), check the app or website first; if IndiGo has auto-offered a free change window, you can often rebook yourself in under a minute. When calling during mass disruptions (weather, ATC constraints), try less congested hours or use social DM to secure a callback. If you must claim expenses due to disruption, collect itemized bills and submit them with timestamps within the airline’s specified window.

For international itineraries or codeshare segments, confirm which airline controls the ticket (plating carrier) and who operates each flight. Customer care can advise, but having the ticket number (13 digits, starting with the plating carrier code) will help determine whether changes/refunds must flow through IndiGo or a partner/agent.

Security and scam awareness

Only trust the official domain goindigo.in, the app named “IndiGo,” and the verified handle @IndiGo6E. IndiGo will not ask for remote-access apps, QR-code scans, or your UPI PIN/OTP to “release refunds” or “verify tickets.” Refunds are always processed back to your original payment method or as a voucher via your registered email/SMS; there is no need to send money to “activate” a refund.

If you encounter a suspicious number or message, do not click links or share credentials. Capture screenshots and forward details to [email protected], then re-initiate contact via the official phone numbers: +91 124 617 3838 or +91 124 497 3838. When in doubt, hang up and redial from the numbers listed on the official website.

By using the right channels, preparing the necessary details, and following the escalation path when needed, most IndiGo customer issues—changes, refunds, add-ons, and baggage cases—can be resolved efficiently and with clear documentation for future reference.