IndiGo India Customer Care: A Complete, Practical Guide

Official Contact Channels and Verified Details

IndiGo (InterGlobe Aviation Ltd.) operates multiple customer care channels in India that run 24×7 for urgent travel support such as same-day flight changes, cancellations, schedule changes, and disruption assistance. The primary self-service hub is the Manage Booking section on the official website: https://www.goindigo.in. The IndiGo mobile app for Android and iOS mirrors most web functions, including date changes, seat selection, meals, and web check-in.

Voice support is staffed round-the-clock and generally offers the quickest escalation path for time-sensitive issues. For non-urgent queries (refund status, receipts, special assistance paperwork), the in-app/web chat and social channels provide written trails and are often more convenient.

• 24×7 India contact numbers (standard call charges apply): +91 124 617 3838 and +91 124 497 3838
• Official website: https://www.goindigo.in (Manage Booking, Help & Support, live chat, and forms)
• Mobile app: Search “IndiGo” on Google Play and Apple App Store (publisher: InterGlobe Aviation Ltd.)
• Social support: X (Twitter) handle @IndiGo6E; Facebook page “IndiGo 6E” (check for blue verification badge)
• Registered Office (for formal correspondence): InterGlobe Aviation Limited (IndiGo), Central Wing, Ground Floor, Thapar House, 124 Janpath, New Delhi 110001, India. CIN: L62100DL2004PLC129768

Important safety note: IndiGo will never ask for your card PIN, full CVV, UPI PIN, or to install remote-control apps. Always initiate chat or WhatsApp from links on goindigo.in to avoid impersonation. Save your call logs and screenshots when dealing with refunds or disputes.

What to Have Ready Before You Contact IndiGo

Having the right information on hand significantly speeds up resolution times. Every booking is indexed by a unique six-character PNR (alphanumeric). If you booked via a travel agency or an OTA, keep their reference too, as agencies sometimes use different locators in back-end systems. For identity verification, customer care may ask for the lead passenger’s full name, email/phone on record, and last four digits of the payment method used.

If you’re calling about schedule changes, cancellations, or refunds, note the original and preferred travel dates, fare type, add-ons (6E Prime, 6E Flex, seats, meals), and whether travel insurance was purchased. For baggage or service failures, have timestamps, photographs, baggage tag numbers, and receipts for interim expenses ready.

• Core details: PNR (6 characters), passenger full names as per ID, date of birth (if on child/infant ticket), and government ID for domestic travel
• Payment proof: last 4 digits of card, payment date/amount, bank reference or UTR for UPI/netbanking
• Flight specifics: flight number (e.g., 6E 1234), travel date, origin/destination, fare bundle (if any)
• For baggage claims: baggage tag number(s), PIR (Property Irregularity Report) if issued, photos, and receipts

Phone Support: Hours, Menus, Languages, and Practical Tips

IndiGo’s phone support operates 24 hours a day and typically offers assistance in English and Hindi. During mass disruptions (weather, ATC, airport closures), call queues can lengthen; try calling during off-peak hours (late night to early morning India time) if your issue is not urgent. When prompted by the IVR, choose options for existing bookings and have your PNR ready to authenticate faster.

If you need to make paid changes or add ancillaries by phone, ask the agent to send a secure payment link to the email/phone on file. This preserves an audit trail and reduces the risk of data entry errors. Before ending the call, request the service request number and an SMS/email summary of the action taken (reissued itinerary, EMD for ancillary purchases, or refund confirmation).

Charges for changes and cancellations vary by fare family, route, and timing. Agents can quote the exact figure in rupees before you proceed. If your flight was cancelled or significantly rescheduled by the airline, ask about fee waivers or IndiGo’s “Plan B” options that allow alternate flights or refunds without penalties.

Chat, App, and Digital Self‑Service

The Manage Booking section on goindigo.in and the IndiGo app allows you to change dates, cancel, select seats, add meals or extra baggage, and download invoices. If IndiGo changes your flight, you’ll often see “Plan B” choices here—alternate flights or refunds—without needing to call. For most simple changes, the app is faster than phone support.

Web chat is helpful for written confirmations and for uploading documents (for example, for name corrections within policy, medical notes for special assistance, or GST invoice rectifications). Response times on chat are usually shorter outside of peak travel hours. For social media queries, never share full personal or payment details in public replies; switch to DM and confirm that the profile is verified.

If you use WhatsApp from a link on goindigo.in, you can typically retrieve itineraries, check flight status, and get quick links for payment and boarding passes. Avoid initiating conversations with phone numbers sourced from third-party posts.

Refunds, Rescheduling, and Disruption Handling

If IndiGo cancels or significantly reschedules your flight, you are generally eligible for a no-fee change to a comparable flight or a refund to the original form of payment. When the change is initiated by the airline, look for an SMS/email with a “Plan B” link or use Manage Booking to self-serve. If you paid in cash at the airport or via a travel agent, the refund may need to be collected through the original point of sale.

For customer-initiated cancellations or changes, fees depend on fare family and timing before departure. Some bundles reduce or waive change fees; you’ll still pay any fare difference if the new flight is more expensive. Refund processing timelines depend on payment method and banking rails; card refunds are typically visible within a few business days after IndiGo processes them, while bank transfers and wallets can take longer as per your bank or provider.

Always capture the refund reference or RRN/ARN when available. If a refund exceeds the stated timeline from IndiGo, contact your bank with the ARN for tracing. For itinerary disruptions caused by extraordinary events (weather, ATC), keep boarding passes and receipts for reasonable expenses; compensation policies vary, but documentation is crucial for any goodwill claims.

Baggage: Delays, Damage, and Claims

Report baggage irregularities before leaving the arrival hall. Locate the IndiGo Baggage Services desk near the carousels to file a Property Irregularity Report (PIR); you’ll receive a reference number used to track your case. Keep your baggage tags and boarding passes, and photograph any damage immediately under good lighting.

For delayed baggage, IndiGo will aim to deliver bags to the address you provide. If you must purchase essential items while waiting, retain itemized receipts; reasonable interim expenses are assessed case by case. For damaged baggage, present the bag at the airport on arrival or as soon as possible; late reports are harder to substantiate.

Time limits are strict in aviation. File reports immediately, and submit any supporting claims within the deadlines specified by IndiGo’s Conditions of Carriage. For international itineraries governed by the Montreal Convention, typical windows are 7 days for damage and 21 days for delay from the date you received the bag; domestic policies may align but always verify the exact terms shown in your ticket conditions.

Accessibility, Medical Assistance, and Special Services

Wheelchair assistance, meet-and-assist, and other accessibility services should be requested at booking or added under Manage Booking at least 48 hours before departure when possible. At check-in, arrive early and reconfirm the assistance request. If you travel with mobility aids, advise dimensions/weight and whether the battery is dry/gel or spillable, as this affects handling rules.

For medical conditions, IndiGo may require a recent fit-to-fly certificate or a MEDA/MEDIF form depending on the condition and route. If you’re pregnant, check the latest week-of-gestation limits and documentation requirements. For carrying medicines and medical devices, keep prescriptions and a doctor’s letter; pack critical items in your cabin baggage.

Unaccompanied minors, passengers with sensory impairments, and those needing seating accommodations should flag requirements early. Customer care can annotate your PNR to help airport teams prepare, but documentation at the airport remains essential for smooth processing.

Complaint Escalation and Regulatory Avenues

IndiGo uses a tiered escalation process. First, contact frontline support via phone, chat, or the app and obtain a case or interaction ID. If unresolved, request escalation to a senior agent or a supervisor and ask for a written summary of the position taken (including relevant policy clauses).

If you still need redressal, escalate to IndiGo’s Nodal Officer and then the Appellate Authority—contact paths are published under Help & Support on goindigo.in. Provide your PNR, dates, case IDs, copies of receipts, and a clear, chronological summary of events. Keep attachments concise and legible.

For persistent issues, you may approach India’s aviation grievance portal AirSewa (https://airsewa.gov.in/) under the Directorate General of Civil Aviation (DGCA). Submit all correspondence, PIR numbers (if baggage-related), and any ARNs for refunds. Airlines are expected to acknowledge promptly and resolve within defined timelines set by applicable civil aviation requirements.

Fraud Prevention, Privacy, and Proof of Resolution

Only pay through official payment links sent from goindigo.in domains or within the IndiGo app. Do not disclose OTPs, complete card numbers, or UPI PINs to anyone claiming to be support. If you receive a call claiming to be IndiGo, hang up and call the published numbers yourself.

For every resolved case, save the revised itinerary, EMD/receipt, refund confirmation, and case ID. If you need to claim travel insurance, these documents are essential. When in doubt, cross-verify any request or offer by checking the latest information on https://www.goindigo.in or by dialing IndiGo’s official Indian support numbers: +91 124 617 3838 and +91 124 497 3838.