IndiGo customer care email: the complete, practical guide

IndiGo (IATA: 6E) handles most service requests digitally, and email remains a reliable channel for non-urgent issues that need documentation. If you want a clear, auditable trail for refunds, baggage claims, schedule-change confirmations, GST invoices, or special assistance requests, email is often the right choice. Below is a detailed, professional walkthrough of whom to write, what to include, realistic timelines, and how to escalate effectively if you need to.

All references here apply to IndiGo Airlines in India. Always verify the sender’s domain is “@goindigo.in” and use the official website at https://www.goindigo.in before sharing personal or payment information.

Official email channels and when to use them

IndiGo’s main public-facing email for customer cases is designed for detailed, post-booking service. Use it when you need a record, attachments, or a review by the Customer Relations team. For urgent travel-day changes (same-day flight changes, no-show issues, last-minute SSR requests), you’ll get faster results through phone or chat, then follow up by email if documentation is needed.

• Primary customer relations: [email protected] — Best for refunds after cancellation or schedule change, compensation claims, post-travel feedback/complaints, and complex service issues that require investigation.
• Special assistance: [email protected] — Pre-travel coordination for wheelchair service (WCHR/WCHS/WCHC), mobility aids, medical clearance/fitness-to-fly forms, and related documentation. Ideally send requests at least 48–72 hours before departure.
• Escalation (Nodal Officer): [email protected] — If you have not received a satisfactory response or a response at all after a reasonable time, write to the Nodal Officer with your original case details and PNR.
• Escalation (Appellate Authority): [email protected] — Final internal escalation if prior stages did not resolve your issue; include your IndiGo case reference, PNR, and copies of prior correspondence.
• Phone (24×7, India): +91 124 617 3838 or +91 124 497 3838 — For urgent changes, name corrections within policy, and same-day assistance.
• Official website and Support portal: https://www.goindigo.in/support.html — Web forms, live chat (6E Chat), and self-service for refunds/reissues in many cases.
• Social care (monitoring hours vary): X/Twitter @IndiGo6E — Useful for nudging time-sensitive reviews, but move the case to email to submit documents.

Tip: For changes or cancellations made online or in the app, you can often trigger an automated refund without email. Use email when you need exceptions, proofs (medical, death certificate, duty orders), or a manual review.

What to include in your email to get a fast, accurate response

Concise, complete emails are resolved faster. IndiGo’s systems route cases based on structured data; missing essentials increase back-and-forth and turnaround time. Send each unique request as a fresh email thread (not a reply to unrelated cases) so it gets triaged correctly.

• Identification: 6-character PNR/Booking reference; full passenger name(s) exactly as on the ticket; contact number and email used for the booking.
• Flight details: Flight number(s) starting with 6E, travel date(s), origin–destination (e.g., 6E203, 15 Nov 2025, HYD–DEL).
• Issue summary: One clear line at the top stating the request (e.g., “Refund request due to schedule change beyond 2 hours” or “Baggage delay claim with receipts attached”).
• Evidence/attachments: Screenshots of errors with timestamps, airline emails/SMS, boarding passes, baggage irregularity report (if issued at airport), receipts for reasonable expenses (food, essentials) during delays, medical certificates for compassionate waivers, GST details for tax invoices.
• Refund/payment details: State the original payment method and date. For security, do not share full card numbers; refunds typically go back to the original instrument automatically.
• Consent and preferences: If someone else is writing on your behalf, include an authorization line. Mention preferred contact window/time zone if you’re traveling.

Subject line format that helps triage: “PNR ABC1DE – Refund due to involuntary change – DEL–BLR 12 Oct 2025” or “PNR X9Y8Z7 – Baggage delay claim – 6E123 03 Sep 2025.” Keep the subject short and specific.

Service levels, timelines, and when to use phone or chat instead

Email is best for matters that aren’t time-critical but require documentation. In practice, well-formed cases typically receive an acknowledgement within 24 hours and a substantive response in 24–72 hours, depending on complexity and peak loads (e.g., weather disruptions, nationwide ATC constraints). Keep an eye on your spam folder for replies from @goindigo.in.

If your flight departs within 24 hours, use the call center (+91 124 617 3838 / +91 124 497 3838) or the Support portal for immediate action. After resolution, follow up by email if you need a written confirmation or to attach proofs for a waiver or claim. For refunds initiated online, bank processing can take 5–7 working days for cards and up to 10 working days for some wallets/UPI; your statement posting time can add 2–3 days.

Common cases handled over email (what to expect)

Refunds and schedule changes

If IndiGo changes your schedule significantly (e.g., departure moved by hours or flight cancelled), you can seek a fee-free change or refund. Send your PNR, the change notice, and your preference (full refund vs. re-accommodation). If you accepted a wallet or credit shell earlier, specify if you want reversal as per current policy where applicable.

For voluntary cancellations, use the app/website to see instant fee calculations. Email is helpful if you’re requesting compassionate waivers (attach supporting documents) or if a third-party OTA is involved and you need an airline-side confirmation.

Baggage issues

Report baggage delay or damage at the airport immediately and obtain a Property Irregularity Report (PIR) or station memo if available. For damage claims, international conventions require written notice within 7 days of receipt; for delay, within 21 days after the bag is made available. When emailing, attach the PIR, bag tags, photos, and receipts for essentials if claiming reimbursement.

For items left onboard or at the airport, include precise seat number, flight segment, and a description with brand/model and color. Station teams often track these within 24–48 hours if sufficient detail is provided.

Special assistance and medical travel

Email [email protected] at least 48–72 hours before departure for wheelchair services, transport of mobility aids, battery specifications (for powered wheelchairs), stretcher/medical clearances, or traveling with medical devices. Attach the MEDIF or medical certificate if requested, with physician contact details and validity dates.

If you require extra time for boarding or seating near the lavatory, mention it explicitly. For carriage of medicines, list item names and quantities; keep prescriptions handy at security checkpoints.

Escalation path and regulatory recourse in India

If you do not receive a resolution within a reasonable time, escalate in sequence: first reply to the same thread asking for an update and a case reference number, then email the Nodal Officer ([email protected]) quoting your PNR and all prior correspondence. If still unresolved, write to the Appellate Authority ([email protected]), again threading all prior emails and attachments.

For persistent issues, you may also log a complaint on the Ministry of Civil Aviation’s AirSewa portal at https://airsewa.gov.in. Under DGCA guidelines, airlines are expected to acknowledge complaints promptly and resolve them within 30 days, barring exceptional circumstances. Keep all correspondence, ticket receipts, and boarding passes until closure.

Security, authenticity, and privacy best practices

IndiGo will communicate from @goindigo.in addresses and will not ask for full card numbers, CVV, UPI PINs, or OTPs over email or chat. If you receive a payment link, verify it originates from the official goindigo.in domain or complete payments only within the website/app. When in doubt, call the official numbers listed above and re-confirm before paying.

Mask sensitive financial data in attachments; share only the last 4 digits of a card if needed to identify the payment. For bank transfers, use details displayed within your logged-in booking on goindigo.in or confirmed by the call center, not from unsolicited emails. Retain PDFs of tickets, invoices, and airline emails for at least 90 days after travel to support any post-travel queries.

Quick recap

For documented, non-urgent matters, email [email protected] with a clear subject, your 6-character PNR, flight details, and proofs attached. Use phone/chat for anything affecting travel within 24 hours. If unresolved, escalate to the Nodal Officer, then the Appellate Authority, and finally log a case on AirSewa with your complete paper trail.