Passengers wait in queues at IndiGo airline’s counter at Kempegowda International Airport, in Bengaluru (Picture credit: PTI)

NEW DELHI: IndiGo on Thursday said it will offer Rs 10,000 travel vouchers to passengers who were stranded for long hours during the widespread flight disruptions between December 3 and 5. The airline said the move aims to compensate customers affected by severe congestion at several airports after a large-scale crew shortage triggered delays and cancellations. The vouchers will remain valid for any IndiGo flight for the next 12 months.The airline said refunds for most cancelled flights have already been processed, while remaining transactions are expected to reflect soon. For bookings made through travel platforms, IndiGo said refund actions have begun and advised customers to write to [email protected] if their contact details are incomplete in its system.In a detailed statement, IndiGo said: “Our foremost priority continues to be the care of our customers. As part of this, following the operational disruption, we have ensured that all necessary refunds for cancelled flights have been initiated, most of which have already reflected in your accounts, with the remainder following shortly.”

The airline added: “If the booking was made through a travel partner platform, the necessary actions for your refund have also been initiated. As we may not have your complete details in our system, we request you to write to us at [email protected]so we can continue to assist you promptly.”IndiGo acknowledged that many passengers travelling on December 3, 4 and 5 were stranded for hours. “IndiGo regrettably acknowledges that part of our customers travelling on December 3/4/5 were stranded for many hours at certain airports and number of them were severely impacted due to congestion. We will offer travel vouchers worth Rs 10,000 to such severely impacted customers. These travel vouchers can be used for any future IndiGo journey for the next 12 months.“The airline said this is in addition to compensation mandated by government rules. “This compensation is in addition to the commitment under the existing Government guidelines as per which, IndiGo will provide compensation of Rs 5,000 to Rs 10,000 depending on the block time of the flight, to those customers whose flights were cancelled within 24 hours of departure time.”IndiGo said it is working to restore the travel experience expected by passengers. “At IndiGo, we are committed to restoring the experience you expect from us safe, smooth, and reliable. Thank you for giving us the opportunity to serve you again.”