25/12/2025
Yesterday, I was booking tickets to and from Mumbai and made a crucial error: my return flight was incorrectly booked from the new Navi Mumbai International Airport instead of Chhatrapati Shivaji International Airport. The cancellation refund offered on the app was a mere INR 1160 out of a ~INR 5000 ticket, and modification wasn't an option.
I decided to call Indigo Customer Care. They informed me about the "Look In Period" policy, as per the Civil Aviation Requirements (CAR) Section 3, Series M, Part II, issued by the Directorate General Civil Aviation (DGCA). This mandate requires a complete refund if a flight is cancelled within 24 hours of booking, provided the flight is more than 7 days away. I am grateful to Ayush from Indigo who brought my attention to this policy.
Thanks to this policy, I received a refund of INR 4632 (after a small convenience fee).
The Takeaway for Frequent Flyers: Many customers might tacitly accept the low refund offered on the app, forfeiting their right under this DGCA circular. It’s unfortunate that airlines often necessitate a call to customer care to get a DGCA-compliant refund, rather than providing the option directly on their app.
Pro-Tip: Always check the 'Look In Period' refund policy (DGCA CAR, Section 3, Series M, Part II) before accepting a minimal app-based cancellation refund!