Disability Assistance

IndiGo welcomes the opportunity to provide caring customer service to our customers with disabilities. To be able to assist you the best, we request you to notify us of your special needs/wheelchair request at least forty eight (48) hours prior to the schedule departure of your flight. While making your booking please let us know how we can best assist you and what seat will best accommodate your needs. If you arrive at the airport without a seat assignment, we will make every effort to provide the requested accommodation.

Note: In compliance with current regulations, if any of our customer has limited mobility, is hearing or visually impaired, is unable to understand/react to safety instructions, we will be unable to allocate a seat in the emergency exit rows.

To ensure a seamless check-in and boarding experience, we request you to report at least two (2) hours prior to the scheduled time of flight departure at the reservation counter.

Our cabin crew members are trained in providing first aid assistance and the following assistance to you

• An individual safety briefing to any customer who may need the assistance of another person to move expeditiously to an exit in the event of an emergency
• An Individual safety briefing to any customer whose disability prevents them from comprehending the safety information presented during our safety briefing.
• Assistance with stowing and retrieving carry-on and assistive devices.
• Assistance with opening food and drink items.

Our crew would not be able to assist you in the list of services given below

• Administration of medication
• Assistance in actual eating or drinking 
• Assistance within the restroom or other personal care needs. If assistance is required with any of these, we recommend that you travel with a Safety Assistant.

A lavatory with a single panel door (except a few aircraft where we have bi-folding door) and additional grab bar is available on all our aircraft. Our cabin crew can provide assistance in moving to and from the lavatory door, but will not be able to assist you inside the lavatory.

IndiGo offers pre-board courtesy for all our customers needing assistance and are requested to let the gate staff know of the need to pre-board and are requested to be in the gate area when pre-boarding begins.  Please note that our boarding gates close twenty-five (25) minutes (domestic) and twenty-five (25) minutes (international) prior to the scheduled departure time, post which boarding is not allowed. Also note that some airports are silent airports and there are no pre-departure announcements made.

The following are relevant for our customers requiring disability assistance:

1. Requirement of traveling with a Safety Assistant
2. For our customers with Sensory Impairment     
   • Visual Impairment
   • Hearing Impairment
   • Visual & Hearing Impairment
3. Service Dog
4. Mobility Assistance
5. Assistive device
6. Spinal Support Equipment (SSE)
7. Traveling with broken limbs
8. Customers with Psychiatric or Emotional disorders
9. Customer with Intellectual disability/Dementia/Alzheimer/Autism and Down syndrome:
10. Internal Devices
11. Portable oxygen concentrators (POC)
12. Customers with certain adverse medical conditions

A safety assistant is any able-bodied person who assists the customer with disability to exit the aircraft in case of an emergency evacuation, and can establish communication with cabin crew for the purpose of the required safety briefing.

For any of our customers travelling alone, you should be able to perform the following activities independently:

• Fasten and unfasten your seat belt
• Put on and take off the lifejacket
• Leave the seat and get to an emergency exit (by walking or otherwise)
• Put on an oxygen mask

For certain customers we express our special concern and insist that they travel with a safety assistant. Customers who are likely to need a safety assistant are those:

• Our customers who have a severe learning or cognitive challenge which prevents them from understanding or reacting to safety instructions.
• Our customers who have a challenge that prevents them from moving without assistance to reach an emergency exit.
• Our customers traveling on a stretcher require a safety assistant who is a medical/paramedical escort. In selected cases IndiGo’s internal physician may permit a non-medical safety assistant.
• Our customers with mental disability who are unable to comprehend or respond appropriately to safety instructions, including the regulatory safety briefing and any other safety related instructions provided in the aircraft.
• Our customers with a mobility impairment so severe that the person is unable to physically assist in his or her own evacuation from the aircraft in case of an emergency.
• Our customers with severe hearing, vision and speech impairment  – who cannot establish any means of communication with the cabin crew that is adequate both to allow transmission of the safety briefing and to enable the customer to assist in his or her own evacuation from the aircraft in the event of an emergency.
• Customers who are unable to fasten and unfasten their seat belt.
• Customers who are unable to Put on and take off their lifejacket.
• Customers who are unable to leave their seat and get yourself to an emergency exit (by walking or otherwise).
• Customers who are unable to don an oxygen mask.

If you require to travel with a companion, IndiGo will sell them a ticket at the same fare. It may also be possible to find another passenger on the flight willing to take the role of an accompanying person for emergency purposes however this cannot be guaranteed. 

If you are in doubt about the requirement of travelling with a safety assistant, please call our call centre @ 0124 6173838   

FAQs on the Safety Assistant

Who can be a Safety Assistant?

The safety assistant shall be at least eighteen (18) years old, physically and mentally able and willing to evacuate a customer with disability in case of an emergency.

Seating of the Safety Assistant

The accompanying safety assistant will be seated next to our customer, in order to assist in case of an emergency. If a safety assistant is accompanying several customers with disabilities, the safety assistant will be seated in the same row as our customers with disability. In case seats are not available in the same row then the safety assistant will be seated in the row immediately in front or behind the customer/s with disability.

We at IndiGo are highly committed to customer safety and convenience and put forward our best to ensure all our customers experience the finest services on board our flight. We have learnt to interact with people with disabilities, and continue to find better ways to serve our customers with special needs    

(a)    Visual Impairment

Please let us know what we can do to best assist you. Please find below some valuable information which would help you travel hassle free:

• Request for special assistance while making your reservation.
• Please reach the airport two (2) hours prior to the scheduled time of departure and inform our staff at the reservation desk. They would be happy to assist you with your check-in and boarding formalities.
• During the flight you may request our cabin crew for any assistance you may need.
• We can assist with carry-on items, assistive devices, getting to restrooms, opening snacks, and getting to the next gate if you have a connecting flight.
• To better accommodate your seating requirements, please select seats either online or by calling us at our call centre @ 0124 6173838.         

On board our aircraft, we have Safety Briefing Card printed in braille. Our cabin crew will read the meal menu options, identify food items, assist you in their placement on the tray and assist with opening the food package, upon request.

Do please note that some of the airports are silent airports and there are no pre-departure announcements made.

(b)   Hearing Impairment

Please let us know what we can do to best assist you. Please find below some valuable information which would help you travel hassle-free:

• Request for special assistance while making your reservation.
• Please reach the airport two (2) hours prior to the scheduled time of departure and inform our staff at the reservation desk. They would be happy to assist you with your check-in and boarding formalities.
• During the flight you may request our cabin crew for any assistance you may need.
• We can assist with carry-on items, assistive devices, getting to restrooms, opening snacks, and getting to the next gate if you have a connecting flight.
• To better accommodate your seating requirements please select seats either online or by calling us at our call centre @ 0124 6173838.         

(c)    Visual and Hearing Impairment

Please let us know what we can do to best assist you. Please find below some valuable information which would help you travel hassle free:

• Request for special assistance while making your reservation
• Please reach the airport two (2) hours prior to the scheduled time of departure and inform our staff at the reservation desk. They would be happy to assist you with your check-in and boarding formalities
• During the flight you may request our cabin crew for any assistance you may need.

At IndiGo we understand the need of a service dog for our customers with disabilities.

In case you need to travel with a service dog, please note the following:

• Please add the service dog to your reservation by calling us at our call centre @ 0124 6173838 at least forty eight (48) hours prior to your departure.
• Please reach the airport two (2) hours prior to the scheduled time of departure and inform our staff at the reservation desk. They would be happy to assist you with your check-in and boarding formalities.
• You are requested to provide credible evidence that the service dog has been trained from an appropriate institution, is vaccinated, and medicated.
• You are required to bring a moisture absorbent mat, to be placed on the floor near the seat, under the guide dog.
• The dog will be seated on the floor in front of your feet during the entire duration of the flight.
• The moisture-absorbent mat will be placed under the dog.
• We would request that the guide dog be properly restrained, odor-free and muzzled.

The service dog may be denied boarding or removed from the flight if IndiGo, in its sole discretion, decides that the dog cannot be contained or otherwise exhibits behavior that poses a threat to the health or safety of other customers on board. If you are traveling with a service dog, we would request you to take full responsibility of its conduct on the flight.

For international travel it is the responsibility of the customer to comply with all local and state regulations at the departure, transfer point (if any), and destination. This includes (but is not limited to) customs, quarantine, and health regulations (which vary from country to country), Animal/Pet Travel Schemes, e-tagging/micro-chipping, import/export formalities, vaccinations, health inspections, certificates, animal passports, tests and treatments and foodstuff import/export regulations if carrying food for the dog.

Boarding:

You’re requested to inform our staff at the boarding gate if they would like to be boarded earlier than the rest of the guests. We recommend pre-boarding for customers who are traveling with a service dog, so that they can be seated comfortably along with their dog.

IndiGo would be more than happy to provide a wheelchair as per the customers requirement. We request you to book a wheelchair at least forty eight (48) hours prior to departure. In order to ensure that you have a hassle free experience, we recommend that you reach the airport at least two (2) hours prior to departure and inform our reservation team. Our airport (check/reservation) staff may ask you some questions to determine the level of assistance required.

We have wheelchairs available for use at all airport locations to assist with transportation from check-in to the boarding gate, while making connections (if applicable) and from the aircraft to the arrivals hall at the destination.

IndiGo wheelchair service is provided with an attendant (for pushing the wheelchair) to assist in transporting you from the reservation counter till  check-in/special assistance counter and from  check-in counter till the gate or the aircraft door.

Customers travelling in a group of ten (10) or more and requiring wheelchairs, may contact us by calling us at our call centre @ 0124 6173838 at least forty eight (48) hours before scheduled departure.

If you are carrying your own wheelchair, please note the following:

• If customers wish to check-in their own wheel chair, our ground team member will provide assistance to dismantle and/or reassemble the wheelchair under your supervision. However, IndiGo shall not be liable for any damage arising while handling the wheelchair. We will return your wheelchair at the destination airport
• If you so wish to use your own wheelchair at the airport, do let us know. We will take your wheelchair at the aircraft. This is also basis the security procedure of the airport.
• In the event of loss or damage of wheelchairs, mobility equipment or assistive devices while being handled at the airport or transported on board aircraft will be compensated by the airline, airport operator, the relevant ground handling agency or organization which is responsible for such loss.
• Electronic wheelchairs will be dismantled at our check-in counters. The customer will need to carry a battery terminal cap or an insulated box to insulate and seal the battery terminals to avoid damage.
• Acceptance of power driven wheelchairs/assistive devices using batteries shall be subject to applicable regulations governing carriage of dangerous goods. You may call our call centre for additional clarifications.
• If your wheelchair has been stowed in the hold, we will make every effort to return it to you as close to the aircraft door as possible. If this is not possible, we will make sure that there is a wheelchair available to assist you to the baggage reclaim area.

Our cabin crew members are trained in providing first aid assistance and the following assistance to you

• An individual safety briefing to any customer who may need the assistance of another person to move expeditiously to an exit in the event of an emergency
• An Individual safety briefing to any customer whose disability prevents them from comprehending the safety information presented during our safety briefing.
• Assistance with stowing and retrieving carry-on and assistive devices.
• Assistance with opening food and drink items.

Our crew would not be able to assist you with the following:

• Administration of medication
• Assistance in actual eating or drinking 
• Assistance within the restroom 

Assistive devices are not considered as part of the carry-on or checked baggage limit, however, for safety reasons they are subject to carry-on size and weight restrictions.

The following is a non-exhaustive list of assistive devices:

• Crutches
• Cane
• Child carriers/backpack carriers
• Walker
• Braces/Prosthesis
• Manual powered wheelchair
• Strollers
• Breast pump
• POC and CPAP machines

In case your device is not included above, please get in touch with our call center for further details.

Please note that our crew will help you fit these in the overhead bin of our aircraft. If these do not fit, we would keep it in our aircraft hold, and it will be one of the first items brought to the aircraft door. You may also request to pick it up at arrival hall.

• Customers who bring their own spinal support equipment can call our call centre 0124 6173838, at least seven (7) working days prior to departure to inform us about their SSE specifications.
• Our team will check and confirm if your equipment can be accommodated safely on our aircraft.
• Customer supplied spinal support equipment will be carried free of charge.

• We would request our customers with psychiatric or emotional disorders to always travel with a safety assistant.
• The safety assistant shall carry the treating physician’s certificate along with a prescription for a sedative medicine, which may be administered by the attendant, prior to commencement of travel or as may be required en-route.

If you have cognitive challenges, IndiGo’s awareness of the assistance needed is very important. These disabilities are not always obvious and each customer's situation is unique. Please let us know about the assistance that you would require, at the time of making your reservation, at the airport and during the flight for ensuring that the correct assistance is provided.

• Customers with Autism/Intellectual disability/Dementia/Alzheimer's and Down syndrome need to book their flights by calling us at our call centre @ 0124 6173838.
• While making your reservation, please advise us about your specific requirements and the best way we can assist you.

• If you are travelling with an internal medical device, such as a pacemaker or a defibrillator, kindly inform the security personnel conducting your screening, before the process begins.
• In case you have an internally implanted brace, please carry a certificate specifying the same from your doctor.

For our customers requiring a Portable Oxygen Concentrator (POC), only the ones approved by Federal Aviation Administration (FAA) and IndiGo’s Engineering team is permitted on board IndiGo flights either as checked-in or hand baggage,  subject to following conditions being met:

• A request for carriage or use of POC on board should be intimated to IndiGo a minimum of forty eight (48) hours prior to the scheduled departure time. Only lithium battery powered POCs are allowed on board our aircraft.
• The POC should not cause any interference with the electrical, navigation or communication equipment on board
• You must comply with all security requirements and instructions communicated by the crew, from time to time
• The customer will be solely responsible for packing, assembling, dismantling or facilitating administration of POC both on ground and on board a flight
• IndiGo, in its sole discretion, reserves the right to refuse carriage of POC, if it is likely to endanger the safety of the aircraft or of any person.
• For safety purposes, please ensure that the POC prior to check-in is empty and free of pressure. Thus, if POC was used before coming to the airport, then the customer must reset the POC to avoid any residual oxygen in the equipment;
• The lithium battery attached to the POC  should be removed and carried by the customer as hand baggage.
• In case you need to use the POC during flight, please ensure to fill up the medical form and call our call centre atleast 48 hours prior to the departure of your flight. Click here for MEDIF Form
• We will be seating our customers carrying/using POC on a window seat, except on exit rows.
• During taxi, take-off and landing, the POC, if being used will need to be stowed under the seat in front.
• During an unlikely event of decompression (in case of decrease in cabin pressure), you must wear the oxygen mask from the overhead panel as a primary source of oxygen and not the POC, since the oxygen mask would ensure a continuous flow of oxygen and would also minimize the chance/ effects of  post decompression sickness. 
• The non-exhaustive list of current FAA approved POCs which are allowed on board our aircraft are mentioned below. Please note that this list is subject to change. Please call our call centre if your POC is not included in the list mentioned below:

(i) Air Sep Focus, Air Sep Free Style, Air Sep Free Style 5 and Air Sep Life Style

(ii) De Vilbiss Healthcare iGo, Delphi RS-00400

(iii) Inogen One, Inogen One G2 and Inogen One G3

(iv) Inova Labs LifeChoice Activox, Inova Labs LifeChoice or International Biophysics LifeChoice

(v) Invacare XPO2 and Invacare Solo2

(vi) Oxlife Independence

(vii) Oxus Inc. RS-00400 or Delphi RS-00400

(viii) Precision Medical EasyPulse

(ix) Respironics EverGo & Respironics SimplyGo

(x) SeQual Eclipse, SeQual Technology Eclipse, SeQual SAROS, SeQual eQuinox (model 4000) and SeQual Oxywell (model 4000)

(xi) VBOX Trooper

Customers who are ailing from any particular medical condition can travel on IndiGo after giving prior information regarding their medical condition, at least seventy two (72) hours prior to the scheduled departure of the flight, as per the medical form, in order for us to provide complete assistance to you. Click here for the medical form

In addition to the above, please note the following:

• The customer must also inform IndiGo regarding any hospitalization requirement upon arrival.
• If a customer is to be accompanied by a safety assistant during travel then his/her name and contact details must be shared with IndiGo.
• IndiGo would like to mention that our cabin crew are not authorized to give special assistance (e.g. lifting, etc.). Cabin crew are trained only in first aid and are not permitted to administer any injection or to give medication. IndiGo neither facilitates nor allows carriage or usage of oxygen cylinders on board.
• Customer to contact our call centre for details on carriage of an incubator.

• IndiGo accepts stretcher assistance requests on Airbus A320 and A321 aircraft to ensure a safe and seamless journey. Please note that this service is currently not available on connecting flights.
  
• To book a stretcher on an IndiGo flight,
  • Customers are requested to call us at our call centre @ 0124 6173838 at least forty eight (48) hours before the scheduled time of departure.
  • Customers are required to take a print-out of the IndiGo medical form, available on the website. (Click here to download). Please have the medical form filled out by customer’s treating physician.
  • Customers are required to share the travel details, along with the filled medical form on the email id shared by our call centre team member.
  • Our Medical Department gives the clearance for all stretcher cases and the same would be informed to you within twenty four (24) hours of your making such a request.
  • Based on the report shared, we may require an IndiGo medical representative to meet the customer at the airport on the date of travel to determine the customer’s medical fitness. IndiGo may deny boarding to a passenger in its sole discretion if  such passenger is found to be unfit  to travel by IndiGo’s medical representative.
  • IndiGo may require a fresh medical form on the day of travel, for select cases. We will inform you of the same on the confirmation email.
• The stretcher installation on board our airplane requires us to fold (6) seats across three rows for the stretcher to fit securely against the fuselage and rear bulkhead. The other three adjoining aisle seats across the same rows provide access to the stretcher patient, hence the applicable charges will be for (9) seats at the prevailing fare, plus a handling fee as mentioned in Annexure A.
• Our customer service and cabin crew team will provide all the assistance required other than the ones provided by a safety assistant.

Customer Grievance Redressal

At IndiGo we strive to achieve the highest level of customer satisfaction and our teams have been trained to deliver the same. However, in the event you feel dissatisfied about something please do no hesitate to reach out to us so we can make things right if they were not. We are reachable to you in more ways than one.

Call Center: 0124 6173838

Email: Nodal Officer : NodalOfficer@GOINDIGO.IN

Appellate Authority: Pratik Sen Email: AppellateAuthority@GOINDIGO.IN

Contact: Customer.experience@goindigo.in

OR

Our Customer Services Manager at various airports shall be more than happy to help you.

• If you are travelling with broken or fractured limbs in a plaster, please carry a ‘fit to fly’ certificate. The cast must be at least forty eight (48) hours old as a fresh fracture could swell inside the cast (except in cases of a Bivalve Cast or a Post cast Slab).
• In case of additional injuries other than broken limbs you will need to get the Medif form filled and submitted at least 48h prior to departure.