COVID-19 queries

For flights which have been cancelled, we have protected your booking amount in the form of a credit shell in your PNR, valid for 1 year from the date of issuance for the same passenger(s). 

Know more about credit shell.

Customers who have booked their travel through a travel agent/online portal are requested to connect with the travel agent directly to redeem their credit note.

  • Dear Customer,

    I’m sure you’ll agree that, at this point, it isn’t an exaggeration to say that we are at war against the coronavirus and that it is a war we must win. The next few weeks are critical in this battle.

    With this in mind, IndiGo is in support of the government measures; to help in the elimination of COVID-2019, we are preparing an orderly suspension of flights from 00:00hrs on March 25, 2020 to 23:59hrs on May 24, 2020. We understand that these are difficult measures, but much needed in our national interest to curb the spread of Coronavirus.

    There are many customers who may wish to make changes to their flight schedules but are unable to get through to our customer relations team because we are swamped with an unprecedented surge in incoming calls and emails. Please be assured that your Booking Reference/PNR, will stay safe as a credit account in the same PNR with the same ticket value. The Credit shell is valid till 1 year from the date of creation and can be utilized for the same passenger(s). Also, those who are booked to travel till 30th September, can change their itinerary at zero change fee, (fare difference applies) for travel up till 30th September. All this can be done on our website –

    We are constantly evaluating the situation and will keep you informed when we restart our operations. Thank you for your patronage and support, we look forward to flying you soon.

    My best regards to you and your family,
    Rono Dutta
    (Chief Executive Officer - IndiGo)



    Dear valued customer,

    Here at IndiGo, the safety and health of our passengers, and of our employees, has always been our highest priority.

    I wanted to help you understand everything we're doing as an airline to make sure that the risk for everyone in our care is minimised, and that you can continue to rely on us to help you reach your destinations safely and in good health, while also helping to contain the spread of COVID-19.

    At every stage of your journey with IndiGo, we're taking every measure possible to ensure compliance with the best advice from medical authorities and the government.

    The ground staff you meet at our international terminals – at check-in counters and boarding gates – will be wearing Personal Protective Equipment (PPE) appropriate for their role. This gear may include masks, gloves, and shoe covers which are appropriately​ disposed of at regular intervals.

    The crew on all aircraft are following personal protective measures as well. Crew members aboard international flights wear PPE – as a mandate – that is changed every 8 hours.

    And because this disease is most easily transmitted through surfaces, each and every aircraft is cleansed with cleaning agents and disinfectants that are approved by the WHO and Airbus. Areas that are most often touched – tray tables, arm rests, overhead nozzles, lavatories, galleys – are paid particular attention to.

    On all international flights, we use a disinfectant used to sterilise surgical equipment in hospitals, to clean the cabin and cockpit. This is followed by a thorough fumigation.

    We have especially taken note of aircraft that have arrived from affected areas and have disinfected each one thoroughly.

    The air in our Airbus cabin refreshes itself every 3 minutes. So, the fresh air enters through the engines, passes through our High Efficiency Particulate Air (HEPA) filters, and is then circulated in the cabin. HEPA ensures hospital-level filtration in our aircraft. In addition to all of this, personal protective measures are equally important. So wash your hands frequently. Avoid touching your face. And when you venture out, stand a few feet apart from people.

    Finally, as I previously announced, for those of you who feel it best to delay your trips, IndiGo will waive all change fees for any bookings through the end of March.

    All of us at IndiGo want to do our part to protect you, our staff, and the population in general. As we have for more than 13 years, we will always put you, our customers, at

    the centre of every decision we make. And until things return to normal, we will do our best to help contain the scale and scope of this pandemic.

    Ronojoy Dutta
    (Chief Executive Officer- IndiGo)

  • 1) Revised Change booking policy

    All new and existing bookings for travel up to 30th Sep’20

    You can reschedule for any date of choice with NO change fee, however fare difference, if any, will be applicable.

    2) I’m flying in the month of June, till when can I reschedule my flight and how?

    You may reschedule your flight booking made till Sep’30 with NO change fee by visiting our website directly. However, fare difference if any, will be applicable.

    3) How I can avail benefits of New Waiver Policy?

    You may logon to EDIT BOOKING page of our website, and choose change flight option.

    4) I have booked my ticket via Travel Agent, can I avail this facility?

    Yes, you may either opt to change or cancel your booking through our website OR may contact the respective travel agency for assistance.

    5) I have a group booking (more than 7 passengers). Does this new change and cancellation fee waiver policy applies to my booking?

    The waiver/rescheduling policies do not apply to group bookings. Please write to us for details.


    Credit shell utilization

    1) What is credit shell?

    A credit shell is a form of credit note which is created to be applied towards your future IndiGo flight. The Credit shell is valid till 1 year from the date of creation and can be utilized for the same passenger(s).

    2) What are the terms and conditions associated with credit shell?

    Below are the terms and conditions of credit shell policy usage:

    1. The credit shell is valid to book until 1 year from the date of creation. You may choose your travel date as per your convenience.
    2. The credit shell is non-transferable. It can be used for travel only by those customers who were booked in the original PNR.
    3. In case of multiple passengers, the amount will get equally divided and utilized accordingly.

    3) How to use?

    For Travel Agency Booking – To utilize credit shell customer has to contact the respective travel agency.

    For Direct Passengers – Currently, it can be booked through our call center or airport ticketing counter.

    4) Can I use my credit shell partially?

    Yes, and balance can be used before expiration of credit shell.

    5) I do not want credit shell and want my money back.

    The flight cancellations is due to the lockdown imposed to manage the outbreak of corona virus. That is why we have created a credit shell for all new and existing bookings which have been cancelled, which can be used for their future travel, valid for 1 year from the date of issuance for the same passenger(s). 

    6) Can I combine two credit shells to make one reservation?

    Only one credit shell can be redeemed in one reservation.

    7) Can Credit shell be used to change an existing booking or purchase a 6E add-on service?

    Yes, please call our call center or chat with us for assistance.

    1. All existing visas issued to nationals of any country except those issued to Diplomats, Officials, UN/International organizations, Employment, Project visas stand suspended till April 15, 2020. This will come into effect from 1200 GMT on March 13, 2020 at the port of departure of any foreigner for onward journey to India.
    2. Visas of all foreigners already in India remain valid. They may contact the nearest FRRO/FRO through e-FRRO module for extension/conversion of their visa or grant of any consular service if they choose to do so.
    3. Visa free travel facility granted to OCI card holders shall be kept in abeyance till April 15, 2020. This will come into effect from 1200 GMT on March 13, 2020 at the port of departure of any foreigner for onward journey to India.
    4. Any foreign national who intends to travel to India for compelling reasons may contact the nearest Indian Mission for fresh visa.
    5. All incoming travelers, including Indian nationals arriving from any destination and having visited China, Italy, Iran, Republic of Korea, France, Spain and Germany on or after February 15, 2020 shall be quarantined for a minimum period of 14 days. This will come into effect from 1200 GMT on March 13, 2020 at the port of departure of such travelers.
    6. International traffic through land borders will be restricted to designated Immigration Checkposts with robust medical screening facilities. These will be notified separately by Ministry of Home Affairs.
    7. Effective 1200Hrs GMT on 18th March 2020, Compulsory quarantine for a period of 14days for passengers coming from or transiting through UAE, Qatar, Oman & Kuwait.
    8. Travel of passengers from member countries of the EU, the European Free Trade Union, Turkey and UK to India is prohibited with effective 18th March 2020
    9. ILP will not be issued to foreign nationals in Sikkim & Mizoram

    In addition to the above visa restrictions the following travel advisory is hereby issued in accordance with instructions of Ministry of Health & Family Welfare -

    1. Indian nationals presently abroad are advised to avoid non-essential travel. They are hereby informed that they can be quarantined for a minimum period of 14 days on their arrival in India.
    2. All Indian nationals are strongly advised to avoid all non-essential travel abroad. On their return they can be subjected to quarantine for a minimum period of 14 days.
  • Gulf (apart from restriction on Chinese nationals)

    Qatar has temporarily barred arrivals of passengers from 14 countries. The ban covers China, Egypt, India, Iran, Iraq, Lebanon, Bangladesh, Nepal, Pakistan, Philippines, South Korea, Sri Lanka, Syria & Thailand. All inbound flights to Qatar will be suspended for at least 14 days from 18-Mar-20

    Kuwait All incoming flights to and from Kuwait International Airport are temporarily suspended for the following countries (Bangladesh, Philippines, India, Sri Lanka, Syria, Lebanon, Egypt) starting from March 7,2020 until one week.

    Further all commercial flights to and from Kuwait International Airport are temporarily suspended starting after midnight of March 13,2020 until further notice.

    KSA has suspended all international flights from/to the Kingdom of Saudi Arabia airports for 2weeks effective 15th March.

    Oman has banned entry of all Non Omani’s to Sultanate’s territories via all Sultanate Airports except citizens of Gul Counsel Countries and passengers with resident visas.


    UAE government temporarily bans entry for all passengers of all nationalities into UAE. The ban includes the entry of UAE Residence Visa Holders, visit/tourist visa holders and visa on arrivals of all nationalities.

    UAE nationals, GCC Nationals (Except Qatar Nationals) and Diplomatic Passport Holders are exempted from this rule.


    Customers apart Maldivian Nationals and spouses of Maldivian nationals who have visited China, Iran, Korea, Italy, Bangladesh, Spain, France, Germany in the last 14 days not allowed to transit or enter

    Sri Lanka:

    Electronic Travel Authorization & visa on arrival for Chinese nationals suspended

    Customers who have entered Italy, South Korea, or Iran within the last 14 days will be subject to quarantine procedures

    On arrival Electronic Travel Authorization facility for foreigners arriving in Sri Lanka are temporarily suspended from 14 March 2020 until further notice except Maldives, Singapore and Seychelles.

    From 2359hrs on 16th March 2020 till 30th March, 2400Hrs (LT) no passengers will be permitted to land in Sri Lanka from the United Kingdom, Belgium and Norway or who has been in any of those countries within the last 14 days


    Visa on arrival for all foreigners has been suspended effective 14th March till 30th April2020. All foreigners with a prior Valid visa of Nepal have to submit  swab test PCR health certificate issued maximum 7 days before their arrival date to Nepal must be submitted at immigration while getting cleared.

    All the passengers coming through direct flights, having a transit at, and taking the first flight of their origin from Europe, West-Asia and all the Gulf-Countries, Turkey, Malaysia, South Korea and Japan are subjected to Arrival Restrictions in Nepal. For more details please visit


    For all foreign passengers arriving into Vietnam have to declare health declaration upon arrival in paper form or online on


    Effective 18th March all type of Malaysia visa will be suspended and only Malaysia passport holder are allowed to enter Malaysia.


    Annex C – Summary of COVID-19 Precautionary Measures Relating to Passengers Arriving in Singapore 

    Thailand :

    Nationals of Bulgaria, Bhutan, China (including Taiwan), Cyprus, Ethiopia, Fiji, Georgia, India, Kazakhstan, Malta, Mexico, Nauru, Papua New Guinea, Romania, Russia, Saudia Arabia, Uzbekistan, Vanuatu, South Korea, Italy and Hong Kong cannot use their passports to claim Visa on Arrival at Thai immigration checkpoints effective 13th March 2020, 0001 hrs LT.


    Nationality of Spain, France, Italy, Germany & Iran will not be allowed to enter Myanmar with immediate effect and any other national with a travel history to the mentioned country in last 14 days to be put in quarantine on arrival

    Other Foreign passenger with travel history to China & South Korea in the last 14 days will be denied entry and will be sent back to the origin and Myanmar national to be put into quarantine on arrival.


    With effect from 16th March 1200Hrs LT, until 31st March 2020, passengers originating from Europe except from UK will not be allowed to enter Bangladesh.

    All on arrival visas of Bangladesh will remain suspended for two week for incoming passengers of all countries.

    Diplomatic passport holders with valid visas will be exempted.




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