FAQ's

1.  What type of aircraft does IndiGo fly? 

IndiGo operates the Airbus A320 CEO & NEO, the A321 NEO and the ATR 72-600 aircraft. The seating capacity on the A320 CEO fleet is 180 , A-320 NEO fleet is 180 /186, A321 fleet is 222 and ATR Fleet is 74.

2.  Where does IndiGo fly?

IndiGo has a total destination count of 72 with 54 domestic destinations and 18 International. We currently operate flights to 70 destinations, 53 domestic and 17 international and have opened sale of tickets to Shillong in India and Dammam in Saudi Arabia. Twelve codeshare destinations beyond Istanbul on Turkish Airlines are also open for sale. They include, Athens (ATH), Budapest (BUD), Brussels (BRU), Tel Aviv (TLV) , Malta (MLA), Paris (CDG) , Dublin (DUB), Copenhagen (CPH) , Prague (PRG), Vienna (VIE), Zurich (ZRH) and Amsterdam (AMS).

1.  How do I check-in?

Travel within India: All customers who have booked on the IndiGo website can web check-in through the check-in tab on the home page. Passengers who have made bookings on mobile app under log in can check in through the app. Passenger can do web check-in anytime up to 1 hour prior to the scheduled departure time. Boarding gates close 25 minutes prior to departure at all airports.

For travel sectors, originating or terminating outside India: Passenger's check-in at the airport opens 3 hours before, and closes 75 minutes prior to scheduled departure. Boarding gates close 25 minutes prior to departure at all airports.

2.  What is required to enter the airport terminal and check-in at the counter?

Travel within India: To enter the airport terminal and check-in at the IndiGo Counter, each passenger must provide a print-out of his / her itinerary along with a valid photo identity.

Important Information: In addition to valid photo identification, passenger(s) may be required to present the credit / debit card or a photo copy of card used to pay for their booking, at check-in.

The following are considered to be valid photo identification documents:

• Valid Passport,
• Valid Driving License,
• Election Photo Identification Card,
• PAN Card issued by the Income Tax department,
• Photo Identity Card issued by the employer, being government and reputed private sector organizations,
• Children traveling on IndiGo should carry their school identification cards or any other photo identification proof along with them,
• Valid birth certificates of Infant(s) needs to be produced at the time of check-in for age proof.

Passengers who cannot provide sufficient identification will be denied boarding.

For all sectors originating or terminating outside India, except to and from Nepal, the passport will be the only form of identification allowed. All Passengers, including Children and Infants, must present a valid Passport and Visa (if applicable) at check-in. It is passenger's responsibility to ensure appropriate travel documents are arranged and produced whenever required.

For travel to and from Nepal*, the following proofs of identification (other than the passport) would be accepted:

• Voter’s ID card issued by the Government of India / Government ID card (for Government Officials) for adults
• Birth Certificate / School ID for Children
• Birth Certificate for Infants (children below 2 years / 24 months as on the date of travel)

*The above is applicable for Indian citizens traveling to and from Nepal. Please ensure that you check the Passport / Visa requirements and restrictions applicable for citizens belonging to countries other than India. All Passengers, including children and Infants, must present a valid Passport and Visa (if applicable) at check-in. It is passenger’s responsibility to ensure appropriate travel documents are arranged and produced whenever required.

Important Information: In addition to above passengers may be required to present the credit\debit card or a photo copy of credit\debit card used to pay for their booking, at check-in.

3.  Can I be denied boarding if my name or title on the booking does not match the details on my photo identity card?

Yes, boarding can be denied if the name or title on the itinerary does not match the name on the identity card.

4.  I am a foreign national, do I need to meet any specific requirements while traveling in India?

Only if you are traveling to Imphal, you are required to carry a Protected Area Permit, issued by the Home Department of Manipur after getting the approval from Ministry of Home, Govt. of India. The Permit also specifies the Passport number and duration of stay in the stated city. As per the Govt. of India directive, IndiGo is entitled to deny boarding rights to any Foreign National in the absence of a valid Protected Area Permit and the entire amount would be forfeited. 
Foreign National travelling to any sector other than Imphal would require to present passport as the only valid photo identification proof.

Payments / Refunds:

1.  How can I pay for a reservation?

You can make payment:

• On website by login on to www.goindigo.in. You can use Visa, Master & American Express credit cards and select debit cards.
• At Call Centre, you can pay by Credit Card.
• At Airport, you can pay by Credit Card or Cash if the payable currency of the reservation is the operating currency of the country. For eg., if a reservation is made in Dihrams, you can pay by Cash or you can swipe your card in Dubai.

2.  My Credit account is in Dhirams (AED), valid for 12 months, how do I use it for my reservation, which is made in Singapore Dollar (SGD). 

• Credit account can be used for any reservation by converting it to the equivalent currency at the time of booking. You can call our 24 x 7 Call Centre, verify details and use the credit account. The conversion is an approximate value taken by IndiGo.

3.  I paid my reservation by Cash, and have Credit account, can you please refund it?

• Yes, we can refund the credit account, in the currency paid for the reservation in the respective country. For eg., if you have paid cash– Dihrams, at Dubai airport, cash will be given out in form of Dihrams only in Dubai, and not any other airport

Hand Baggage is accepted in the cabin subject to the availability of space in the overhead bin or under the Customer’s seat. In the event a piece of Hand baggage is over-sized or over-weight, IndiGo may require transfer of such Hand Baggage to the Checked-in Baggage compartment of the aircraft prior to take-off. In such cases, a Customer’s Hand Baggage will be specially tagged and returned upon arrival, and the same can be collected from the conveyor belts where Checked-in Baggage is normally received. In the event the Hand Baggage is transferred to the Checked-in Baggage compartment due to increased weight over and above what is permissible for Hand Baggage, Customer shall be liable to make payment for such excessive weight of the Hand Baggage to IndiGo, at then applicable rate per kilo gram for the excess Baggage.

Subject to any exclusions and other restrictions provided below, each travelling Customer is permitted to carry one Hand Baggage weighing a maximum of 7 Kgs, and not exceeding the following dimensions:

length 55cm + width 35cm + height 25cm.

Customers accompanying infants are allowed an additional piece of Hand Baggage as per the limitations on weight and size provided above. In addition to the one piece of Hand Baggage permitted to be carried in accordance with the above,  IndiGo will permit a Customer to carry one additional personal article such as ladies’ purse or a small bag containing laptop not weighing more than 3 kgs.

Items determined by us to be of an offensive nature, will not be permitted on board.

Subject to the prevalent applicable local laws and regulations, Customers may carry liquids in their Hand Baggage, subject to screening and security checks, and provided they meet the following restrictions:

1. Any liquid is in a container with a maximum volume of 100ml; and
2. All liquid containers meeting the maximum volume of 100ml each can be fitted comfortably into a transparent, re-sealable 1 litre plastic bag.

If a Customer wishes to carry an oversized item on board which is not compliant with the permissible limits set forth above, but will fit safely in a seat, IndiGo may allow such Customer at its discretion to purchase an additional seat on that flight, subject to availability and applicable fares. This facility is not available as part of online reservation and Customer may call our customer care number to arrange for booking such a seat for your Baggage. IndiGo reserves the right to refuse to carry any items or Baggage, due to excessive size or otherwise, if IndiGo deems it to be a safety risk.

To facilitate affordable purchase of excess baggage, the following pre-paid excess baggage slabs will be offered online for Domestic travellers. Prepaid excess baggage can be booked 6 hours prior to the departure of the flight at the following rates via our website or call centre:

Domestic

International travellers: International travellers can book pre-paid excess baggage of 5 kg, 10 kg, 15Kg & 30Kg as per below rate via our website or call centre:

Applicable on all international flights except India - Nepal - India

*Sale Period Validity- March 5, 2019 – April 16, 2019

Note:

CMB - Colombo, Sri Lanka

DAC - Dhaka, Bangladesh

KTM - Kathmandu, Nepal

1.  What onboard services will IndiGo offer? 

We aim to provide courteous, hassle free and  affordable service to our passengers.

2.  Will snacks be served?  

Yes. IndiGo offers a selection of snacks and beverages for sale onboard which includes vegetarian & non-vegetarian wraps, malabar parathas, sandwiches, flavored cashew nuts, potato sticks and samosas (veg. only). 

In beverages, IndiGo offers a choice of healthy juices, thirst-quenching lemonade and aerated beverages. For passengers with special needs, IndiGo offers a choice of sugar-free health bars and drinks. Passengers can now purchase individual bottle of natural spring water. Complimentary drinking water is offered on all IndiGo flights. 

On sectors originating or terminating outside India, liquor may be served on select sectors.

3.  Can I carry my own snack onboard to eat? 

Yes. Allowed food items include cold snacks, non-alcoholic drinks, snack bars and biscuits. For the convenience of our customers, messy, oily or smelly food items are not allowed onboard.

4.  Will IndiGo have air conditioned buses to take people to the aircraft? 

Yes. IndiGo offers new, comfortable, air conditioned buses.

5.  Can I interline my IndiGo flight with other domestic and/or international airlines? 

IndiGo does not connect from one IndiGo flight to another or to other airlines and is not responsible for any losses incurred by passengers while trying to connect to or from other airlines or IndiGo flights.

On certain specific and select sectors, IndiGo offers connectivity between two IndiGo operated flight segments ("Connected Segments/Routes") (by way of example, Chennai Kolkata– Guwahati, in which case, Chennai is the point of origin, Kolkata, the point of transit and Guwahati, the final destination).

Any bookings with respect to the Connected Segments/Routes shall be required to be booked in advance and both segments in the the Connected Segments/Route shall be confirmed on the same PNR or Confirmation Number and will be identified by a single surcharge component.

1.  What is Family Fare? 

A family of 4 to 9 passengers can book special Family Fare and save upto 10% on base fare and fuel charge.

2.  Is Family Fare applicable to both domestic and international sectors?

Family Fare is currently applicable only on Domestic India Network.

3.  Can I cancel / change my booking on Family Fare? 

Yes, you can cancel or change your Family Fare booking. Please refer Conditions of Carriage for change/cancellation fee and detailed T&Cs.

4.  Can I switch from Family Fare to other fare? 

Once you have opted for IndiGo Family Fare option, you cannot switch to any other option of fares. Any such change will be considered a change of booking and the applicable change fee and difference of fare will accordingly apply.

5.  Can I partially cancel my bookings done on Family Fare? 

Yes, you can partially cancel a booking on Family Fare.

1.  Will I be contacted in advance if my flight is delayed? 

If you have provided us your SMS-capable mobile phone number when booking, then IndiGo will notify you in advance through Short Messaging Service (SMS) on your mobile phone.

2.  What is IndiGo's policy if a flight is cancelled? 

IndiGo reserves the right to cancel, reschedule or delay the commencement or continuance of a flight or to alter the stopping place or to deviate from the route of the journey or to change the type of aircraft in use without incurring any liability in damages or otherwise to the Customers or any other person whatsoever. Sometimes circumstances beyond IndiGo’s control result in flight delays or cancellations. In such circumstances, IndiGo reserves the right to cancel or delay a flight without prior notice. Circumstances beyond IndiGo’s control can include, without limitation, weather; air traffic control; mechanical failures; acts of terrorism; acts of nature; force majeure; strikes; riots; wars; hostilities; disturbances; governmental regulations, orders, demands or requirements; shortages of critical manpower, parts or materials; labour unrest; etc. IndiGo does not connect to other airlines and is not responsible for any losses incurred by Customers while trying to connect to or from other airlines.

If an IndiGo flight is cancelled, rescheduled to depart more than an hour prior to the original time of departure or delayed by more than two hours (depending on the length of the journey), a Customer shall have to right to choose a refund; or a credit for future travel on IndiGo; or re-booking onto an alternative IndiGo flight at no additional cost subject to availability. 

In the special case in which a subsequent portion of an IndiGo flight is cancelled while a Customer is already in transit, a Customer shall have the right to choose to remain at the transit station and to be re-booked onto an alternative IndiGo flight to the final destination at no additional cost subject to availability; or to remain at the transit station and accept a partial refund for the portion of the flight not completed; or to return to the point of origin and receive a refund; or a credit for future travel on IndiGo; or re-booking onto an alternative IndiGo flight at no additional cost subject to availability.

We strongly recommend all passengers to provide correct phone and email address, to enable us to inform in unforeseen cases of flight delays or cancellations.

Any compensation arising out of cancellation or delay of flights will be processed as per DGCA guideline outlined in Civil Aviation Requirement, Section - 3, Series M Part IV. To know more click here. 

Passengers who have not provided valid contact information at the time of booking may not be entitled for any compensation.

In case of delay or cancellation of a flight operated as part of the Connected Segments/Route scheme, the following shall apply:

• In case of delay or cancellation of the flight at the point of origin which leads to the possibility of a missed connection at the point of transit, the passenger shall have to right to choose a refund, or a credit for future travel on IndiGo, or re-booking onto an alternative IndiGo flight at no additional cost subject to availability.
• In case of a delay or cancellation of the connecting flight at the point of transit, IndiGo will, at its discretion and subject to availability of seats, first offer the passenger the option to travel on the next IndiGo flight, or that of another airline or if either options cannot materialize, then at its discretion, provide lodging for overnight stay to the passenger at the point of transit, ground transportation to and fro the airport and hotel and dinner.

1.  Who can I contact at IndiGo with feedback or comments?

IndiGo's Customer Relations department may be contacted with feedback, comments or concerns via our online feedback form

1.  What is Verified by Visa (VBV) or MasterCard Secure Code (MSC) or Diner Club ProtectBuySM?

VBV , ProtectBuy and MSC are service offered by Visa , Diner Club and MasterCard that allows you to complete online transaction securely. By authenticating and verifying your credit card details with an additional password it reduces the possibility of credit card fraud. This service is free of charge for you, the credit card holder.

2.  How do I register?

If you have a Visa , Diner Club or MasterCard go to your respective bank's website where you will be asked to follow a simple step by step procedure to register for Verified by Visa , ProtectBuy or MasterCard Secure Code. After entering your credit card details you will be asked to create a password that will be used every time you make an online payment. Once complete you can continue making payments online.

3.  What if I have an American Express card?

If you have an American Express card you will get an one-time password from your bank as a security measure which you need to feed in on the payment page with your bank in order to process your payment. 

4.  How do I make a payment on the IndiGo website?

• Choose your desired flight plans and proceed to make a reservation where you will enter your credit card details such as name of cardholder, card number, expiry date, and CVV.
• IndiGo will connect to your credit card issuing bank's website to verify if your card is secured by Verified by Visa , Diner Club or MasterCard SecureCode.
• A bank window will appear requesting a password.
• Once your password is verified you will be automatically directed back to IndiGo's reservation page to complete your booking.

5.  What if I have a VISA Debit Card?

With the launch of this authentication system, many debit cards can also be used as credit cards on our website thereby increasing the convenience of making payments for your IndiGo bookings. Be sure to register them using Verified by Visa with your respective bank as well.

6.  What if my bank doesn’t offer Verified by Visa , Diner Club or MasterCard SecureCode?

It is mandatory for all credit cards issued in India to be verified by one of these authentication services. If you are banking with an India bank and they do not offer this service we ask that you use an alternate credit card or different payment option. If your card is issued outside of India, your transaction will process without registering for one of the services.

To continue to enjoy a hassle-free booking experience with added security, make sure to register for the above service (if you have a Diner Club , MasterCard or Visa Debit/Credit Card) with your respective bank.

Click on the following link below to learn more and begin registration with your respective bank:

• AXIS Bank
• Citibank
• HDFC Bank
• HSBC Bank
• ICICI Bank
• Kotak Mahindra Bank
• Standard Chartered Bank
• State Bank of India

Use of the chat service (“Service”) on IndiGo’s website, www.goindigo.in by the User(s) constitutes a legally binding agreement between the User(s) and InterGlobe Aviation Limited (“IndiGo”) and accordingly, the Users using the chat service agree to these terms for chat (“Terms for Chat”), as may be amended by IndiGo from time to time. 

IF YOU DO NOT AGREE TO THE TERMS FOR CHAT PLEASE DO NOT USE THE SERVICE.

• Only Users who are 18 years or above, are permitted to use the Service.

If the User is representing a company, entity, organization or any legal entity (“Entity”), the User confirms that the User is acting on behalf of such Entity and that the Entity will be bound by these Terms for Chat.

A. USER’S UNDERTAKINGS AND REPRESENTATIONS
 
You undertake and represent that:

1. You are 18 years of age or above; and
2. You ‘Shall Not’:

• Display, share, upload or promote obscene, indecent, pornographic or sexually explicit activities or content;
• Promote abusive, threatening, hateful, harmful, harassing, libelous or violent behavior;
• Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation, or age;
• Harass, threaten, embarrass or cause distress or discomfort to any IndiGo’s representative;
• Use the Service for any purpose other than for your own internal, personal or commercial use;
• Share any third party’s information or any information which is confidential in nature or in which any third party has intellectual property rights;
• Impersonate any other person or Entity or misrepresent your affiliation with any other person or entity;
• Disclose debit/credit card number, internet banking user ID/ password, bank account number, one time passwords, banking details, other financial information or sensitive personal data or information as defined under applicable laws;
• Share information which is false, inaccurate, invalid or incomplete;
• Promote any illegal activity or violate any  applicable law;
• Post, store, upload or transmit any content that: 
  • you do not have a right to post under any law or under contractual or fiduciary relationships, 
  • contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment, 
  • poses or creates a privacy or security risk to any person, 
  • constitutes unsolicited or unauthorized advertising, promotional materials, commercial activities and/or sales, “junk mail,” “spam,” “chain letters,” “pyramid schemes,” “contests,” “sweepstakes,” or any other form of solicitation, or 
  • is otherwise objectionable in IndiGo’s sole judgment,
• Modify, adapt or hack the Service, or otherwise attempt to gain unauthorized access to the Service or its related systems or networks; and/or
• Send unsolicited bulk e-mail (spam) with a link or attachment to the Service (including button code or monitor tag) or the Site, or a link to a web site that contains a link to the Service or the Site.

B. GENERAL SERVICE TERMS

• By using the Service, you expressly consent that IndiGo and its third party service providers may access and monitor your information, chats and Service, including without limitation, data, information, feedback, suggestions, text, content and other materials including chat content posted, published, provided or otherwise linked or transmitted by you (collectively, “Your Content”). Third party Service Providers are not controlled by IndiGo. Hence, you understand and agree that IndiGo is not liable for any actions or omissions of such third parties. Further, IndiGo does not accept responsibility for any defects that may exist or for any costs, loss of profits, loss of data or consequential losses arising from your use of, or inability to use or access or a failure, suspension or withdrawal of all or part of the Service at any time.
• IndiGo has no obligation to monitor and record Your Content. IndiGo assumes no responsibility for the deletion of or failure to store electronic messages, chat communications, or other information or content submitted by you using the Service, whether submitted as part of the Service or otherwise.
• By posting Your Content on or through the Service, you hereby do and shall grant IndiGo a worldwide, non-exclusive, perpetual, irrevocable, royalty-free, fully paid, sub-licensable and transferable license to use, modify, reproduce, distribute, display, publish and share Your Content. You acknowledge that you bear sole responsibility for Your Content, including:
  • making any determination as to whether you have the legal right to share or otherwise make use of Your Content in the manner contemplated by you, 
  • and complying with all domestic and international laws and other obligations associated with Your Content, including, but not limited to, copyright, trademark, trade secret, defamation, privacy, decency, security and export laws and regulations.
• No title to the intellectual property in the Service or IndiGo’s intellectual property transfers to you as a result of your use of Service. Any rights not expressly granted herein are reserved.
• Service is available for limited segments and Users only. IndiGo may, in its sole discretion, terminate, discontinue or modify the Service or your use of the Service, permanently or temporarily, with our without notice or reason. IndiGo shall not be liable to you or any other third party for any modification, suspension or discontinuation of your rights to access and use the Service.
• By using the Service you agree to be bound by and to comply with IndiGo’s Privacy Policy, Terms and Conditions, Disclaimer and other relevant terms and policies available on IndiGo’s website, i.e. www.goindigo.in.
• INDIGO SHALL NOT BE LIABLE OR RESPONSIBLE, IN ANY MANNER, FOR ANY LOSS OR DAMAGE THAT MAY BE SUFFERED BY YOU ARISING OUT OF YOUR BREACH OR NON-COMPLIANCE WITH ANY OF THE TERMS FOR CHAT OR ANY OTHER TERMS AND POLICIES INCORPORATED BY REFERENCE HEREIN.

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C. INDEMNIFICATION AND LIMITATION OF LIABILITY

BY USING THE SERVICE, YOU AGREE TO INDEMNIFY AND HOLD INDIGO HARMLESS FROM AND AGAINST ANY CLAIMS BROUGHT AGAINST INDIGO ARISING IN CONNECTION WITH OR RELATED TO THE USE OF THE SERVICE BY YOU.

IN NO EVENT SHALL INDIGO, ITS OFFICERS, DIRECTORS, EMPLOYEES, ADVISORS, PARENT COMPANY, SUBSIDIARIES, AFFILIATES, AGENTS, SUCCESSORS OR ASSIGNS, BE LIABLE TO ANY PERSON FOR ANY INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF PROGRAMS OR INFORMATION AND THE LIKE), IN ANY WAY ARISING OUT OF THE DELIVERY, PERFORMANCE, OR USE OF THE SERVICE, EVEN IF INDIGO SHALL HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT, OR OTHERWISE.