Delhi Consumer Commission Orders IndiGo to Pay ₹2.5 Lakh for Last-Minute Flight Cancellation
The District Consumer Disputes Redressal Commission-VI, New Delhi, has directed InterGlobe Aviation Ltd., which operates IndiGo Airlines, to pay ₹2.5 lakh to a couple whose honeymoon plans were disrupted after their flight to Geneva via Istanbul was cancelled shortly before departure.
In its order dated 27 August 2026, the Commission held the airline liable for deficiency in service, observing that IndiGo had failed to establish the specific circumstances that necessitated the cancellation. It found that a general reference to operational reasons was insufficient to establish a force majeure defence.
Background of the Dispute
The complainants, Rishabh Maheshwari and Anisha Mangleek, had booked tickets with IndiGo for travel from New Delhi to Istanbul on Flight 6E11, followed by Flight 6E409 from Istanbul to Geneva. The journey was scheduled for 17 May 2024, and the original tickets cost ₹54,428.
According to the complaint, IndiGo informed the couple at approximately 8:54 PM on 16 May 2024 that their New Delhi–Istanbul flight had been cancelled, just hours before the scheduled departure. The sudden cancellation disrupted their honeymoon arrangements and put advance hotel and tour bookings at risk.
IndiGo offered the passengers the option of using its Plan B facility to book an alternative flight or receiving a full refund. The couple maintained that no suitable alternative was available through this arrangement and subsequently purchased replacement tickets with Etihad Airways for ₹1,24,202, incurring an additional expenditure of ₹69,774.
IndiGo's Defence
IndiGo denied deficiency in service and argued that the cancellation resulted from operational reasons beyond its control. It submitted that the passengers had been informed through SMS and email and had been offered an alternative booking or a full refund.
The airline also stated that the original ticket amount had been refunded and that it had offered an additional ₹20,000 in compensation. It disputed liability for the higher cost of the replacement tickets.
Commission's Findings
The Commission observed that IndiGo had not produced sufficient evidence to demonstrate that the cancellation was caused by circumstances beyond its reasonable control. It held that merely citing operational reasons or invoking force majeure could not automatically absolve an airline of responsibility.
However, the Commission declined to direct reimbursement of the additional ₹69,774 spent on replacement tickets, observing that the complainants had not established an entitlement to recover the additional airfare merely by demonstrating that they had paid a higher price for alternative tickets.
Compensation and Directions
The Commission partly allowed the complaint and directed IndiGo to pay ₹2 lakh as compensation for mental agony, harassment and inconvenience, together with ₹50,000 towards litigation expenses.
The total amount of ₹2.5 lakh was directed to be paid within 45 days of receipt of a copy of the order. In the event of non-compliance, interest at 9% per annum would be payable from the date of the order until realisation.
Legal Significance
The decision highlights the importance of evidence when airlines rely on operational reasons or force majeure to justify flight cancellations. It also illustrates the role of consumer commissions in examining allegations of deficiency in service and awarding compensation for the resulting inconvenience and mental distress.
Case: Rishabh Maheshwari & Anr. v. InterGlobe Aviation Ltd. (IndiGo Airlines)
Case No.: CC/256/2025
Forum: District Consumer Disputes Redressal Commission-VI, New Delhi
Order date: 27 August 2026
Source: LiveLaw, published on 27 October 2026. This report summarises the published account of the Commission's order.