indigo faqs

8/10/2019 Indigo Faqs

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Aircraft's type and routes of IndiGo...

1. What type of aircraft does IndiGo fly?IndiGo operates one type of aircraft: brand new Airbus A320-200s, seating 180 passengers.

2. Where does IndiGo fly?We serve 31 cities within India and 5 cities (Bangkok, Dubai, Kathmandu, Muscat and

Singapore) internationally with 491 daily flights.

Check-in procedures at IndiGo...

1. How do I check-in?Travel within India: Customer check-in at the airport opens 2 hours before, and closes 45

minutes prior to, scheduled departure. Boarding gates close 30 minutes prior to departure at all

airports. Customers may check-in online atgoindigo.infrom 48 hours until 2 hours prior toscheduled departure. This facility is for passenger with hand baggage only.

For travel sectors, originating or terminating outside India: Customer check-in at the airportopens 4 hours before, and closes 75 minutes prior to, scheduled departure. Boarding gates close

45 minutes prior to departure at all airports.

2. What is required to enter the airport terminal and check-in at the counter?

Travel within India: To enter the airport terminal and check-in at the IndiGo Counter, eachCustomer must provide a print-out of their itinerary along with a valid photo identity

Important Information: In addition to valid photo identification customers may be

required to present the credit\debit card or a photo copy of card used to pay for their

booking, at check-in.

The following are considered to be valid photo identification documents:

Valid Passport

Valid Driving License

Election Photo Identification Card

PAN card issued by the Income Tax department.

Photo identity card issued by the employer, being government and reputed private sector

organizations.

Children traveling on IndiGo should carry their school identification cards or any other

photo identification proof along with them. Valid birth certificates of infants need to be produced at the time of check-in for age

proof.

Customers who cannot provide sufficient identification will be denied boarding.

For ll sectors originating or terminating outside India, except to and from Nepal, the passport

will be the only form of identification allowed. All Customers, including children and Infants,
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2.My credit account is in Dhirams, (AED), valid for 12 months, how do I use it for my

reservation, which is made in Singapore Dollar (SGD).

Credit account can be used for any reservation by converting it to the equivalent currency at thetime of booking. You can call our 24 X7 call centre, verify details and use the credit account.

The conversion is an approximate value taken by IndiGo.

3.I paid my reservation by cash, and have credit account, can you please refund it? Yes, we can

refund the credit account, in the currency paid for the reservation in the respective country. For

eg, if you have paid cash Dihrams, at Dubai airport, cash will be given out in form of Dihramsonly in Dubai, and not any other airport.

Baggage Details.....

1. How much baggage can I carry with me?

Free Checked Baggage Allowance (applies per adult and child, does not apply to infants):

Regular Fare - 15 kgs (Domestic) / 20 kgs (International*);

Return Fare - 15 kgs (Domestic) / 20 kgs (International*);

*For travel to and from Dubai and Muscat is up to 30kgs. Free Cabin Baggage Allowance: 7 kg

(only one piece measuring not more than 55 cm X 35 cm X 25 cm including laptops or duty free

shopping bags) cabin baggage.

The dimensions of the checked Baggage should not to exceed 158 cm (62 inches) in overall

dimensions (L+W+H). A flat rate per kilogram as shown in the below grid based on departure

station per Sector (inclusive of service tax and cess) would be charged towards excess Baggage.

To facilitate affordable purchase of excess baggage, the following pre-paid excess baggage slabswill be offered online for Domestic travellers:

5 kg: Rs. 75010 kg: Rs. 1500

15 kg: Rs. 2000

30 kg: Rs. 3000

International travellers:INR 3000 for 10 kg. Equivalent rates in different currency:

Departure Online Price for 10 kg

Ex-BKK: THB 1000

Ex-DXB: AED 200

Ex-SIN: SGD 50

Ex-MCT: OMR 20

Ex-KTM: NPR 2550


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Ex-India: INR 3000

Excess baggage at the check-in counter will continue to be charged at Rs. 250 per kg fordomestic travel.

Hand Baggage is accepted in the cabin subject to the availability of space in the overhead bin.

IndiGo provides you the ability to leave your Cabin Baggage at the side of the aircraft prior to

departure and to reclaim it at the side of the aircraft after arrival.

As per Bureau of Civil Aviation Security (BCAS) guidelines, travelling passengers may carry

maximum 7 Kgs of Hand Baggage (which would include Laptop and duty free shopping bags),

with an additional restriction on maximum size of hand baggage not exceeding 7.0 kg and ofdimension 55cm + width 35cm + height 25cm respectively. Customers accompanying infants are

allowed an additional piece of Hand baggage weighing upto 7Kgs, not exceeding the above size.

A flat rate of INR 250 per kg per sector would be charged towards excess hand baggage.

Due to airport security regulations, no Cabin Baggage is allowed on any flights from Jammu and

Srinagar

2. What items are not permitted to be carried on board an IndiGo flight?In addition to articles prohibited from carriage in checked baggage (see below), for safetyreasons, and subject to applicable laws, carriage of dry cell batteries, knives, scissors, sharp

instruments, tools, fire arms, ammunition, their toy replicas and explosives etc., are prohibited

for carriage in cabin baggage.

Medicines and toiletries in limited quantities which are necessary or appropriate for the

Customer during the journey, such as hair sprays, perfumes and medicines containing alcoholmay be carried.

Passengers will be permitted to carry one clear transparent reseal able litre sized plastic bag

containing small quantities of liquid items/gels/pastes or items of a similar consistency required

for the duration of the journey. The contents will be subject to screening and security checks.

Liquids/gels/aerosols include but are not limited to beverages, shampoos, suntan lotions, creams,

toothpastes, hair gels, hair sprays and items of a similar consistency.

The contents of Baggage must comply with IndiGo's security guidelines about permissible

objects.

3 . What items are not permitted to be carried in checked baggage?

IndiGo recommends that all medication, valuables and precious items (cameras, jewellery,

money, electronics, etc.) and items which are fragile or perishable should be carried in CabinBaggage and not in Checked Baggage. IndiGo shall not accept any responsibility for these items.

The following articles are prohibited from carriage in the Baggage due to safety reasons:


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Compressed gasses: deeply refrigerated, flammable, non-flammable and poisonous such

as butane oxygen, liquid nitrogen, aqualung cylinders and compressed gas cylinders.

Corrosives such as acids, alkalis, mercury and wet cell batteries and apparatus containingmercury.

Explosives, munitions, fireworks and flares, ammunition including blank cartridges

handguns, fire works, pistol caps. Flammable liquids and solids such as lighter refills, lighter fuel, matches, paints, thinners,

fire-lighters, lighters that need inverting before ignition, matches (these may be carried on

the person), radioactive material, briefcases and attach case with installed alarm devices.

Oxidizing materials such as bleaching powder and peroxides.

Poisons and infectious substances such as insecticides, weed-killers and live virus

materials.

Fish (including, sea food), animals, birds, insects in any form, whether live and/or dead

and/or frozen and/or dried.

Anything that possesses and/or is capable of possessing and/or emitting a conspicuous

and/or offensive odour.

Other dangerous articles such as magnetized materials, offensive or irritating materials.

4.What if I have a fragile or odd-sized item or need special assistance?If you wish to carry an oversized item on board, which will fit safely in a seat, you mustpurchase an additional seat on that flight, subject to availability and applicable fares. IndiGo

reserves the right to refuse to carry any large pieces which we feel may present a safety risk.

A Customer requiring a fully collapsible wheelchair and/or a pair of crutches and/or braces or

other prosthetic device may board such items as Cabin Baggage, provided that the Customer is

dependent upon them.

5. What other security regulations apply to baggage?

According to security regulations, Customers are advised:

Not to accept any packets from unknown persons. Not to leave Baggage unobserved at any time, especially within airport area.

Unattended Baggage may be removed by Airport Security Staff as object of suspicion

To declare before Baggage screening or check-in if carrying any arms or explosivesubstance. Concealment is an offence under Aircraft Act and Rules.

To carry only one piece of Cabin Baggage, the sum of the three dimensions (length,

breadth and height) of which should not exceed 115 cm.

All baggage should be clearly labeled with Customer's name, address and contact details.

Please note that Battery cells / Dry cells carried in the Cabin Baggage or in any electrical/

electronic items are liable to be removed and IndiGo may not be in a position to return suchremoved items same at the Customer's destination. IndiGo recommends that such items be

carried in Checked Baggage.

IndiGo Products and Services
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Onboard services that IndiGo offers..

1. What onboard services will IndiGo offer?To keep fares always affordable, IndiGo has designed a clean, comfortable and reliable airline

without costly frills that put upward pressure on fares.

2. Will food be served?

Yes. IndiGo offers a selection of food and beverages for sale onboard which includes vegetarian

& non-vegetarian sandwiches and parathas, samosas(veg only), hot Vegetable Biriyani, Poha,Rava Upma, Quaker Oats, cakes, flavored cashew nuts, cookies, potato sticks, corn chips and

sev. Hot meals are not available on the flights that have total flight time less than 60 minutes.

In beverages, IndiGo offers a choice of healthy juices, thirst-quenching lemonade, jaljeera and

aerated beverages. For passengers with special needs, IndiGo offers a choice of sugar-free health

bars and drinks. Passengers can now purchase individual bottle of natural spring water.

Complimentary drinking water is offered on all IndiGo flights.

On sectors originating or terminating outside India, liquor may be served on select sectors.

3. Can I carry my own food onboard to eat?Yes. Allowed food items include cold snacks, non-alcoholic drinks, snack bars and biscuits. For

the convenience of our customers, messy, oily or smelly food items are not allowed onboard.

4. Will IndiGo have air conditioned buses to take people to the aircraft?

Yes. IndiGo offers new, comfortable, air conditioned buses.

5. Can I interline my IndiGo flight with other domestic and/or international airlines?

IndiGo does not connect from one IndiGo flight to another or to other airlines and is notresponsible for any losses incurred by passengers while trying to connect to or from other

airlines or IndiGo flights.

On certain specific and select sectors, IndiGo offers connectivity between two IndiGo operated

flight segments ("Connected Segments/Routes")(by way of example, Chennai Kolkata

Guwahati, in which case, Chennai is the point of origin, Kolkata, the point of transit andGuwahati, the final destination).

Any bookings with respect to the Connected Segments/Routes shall be required to be booked inadvance and both segments in the the Connected Segments/Route shall be confirmed on the same

PNR or Confirmation Number and will be identified by a single surcharge component.

IndiGo Delays, Reschedule and Cancellation of flights

Details on Delays, Reschedule and Cancellation of flights...

Details on Delays, Reschedule and Cancellation of flights...
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1. Will I be contacted in advance if my flight is delayed?If you have provided us your SMS-capable mobile phone number when booking, then IndiGo

will notify you in advance through Short Messaging Service (SMS) on your mobile phone.

2. What is IndiGo's policy if a flight is cancelled?

IndiGo reserves the right to cancel, reschedule or delay the commencement or continuance of aflight or to alter the stopping place or to deviate from the route of the journey or to change the

type of aircraft in use without incurring any liability in damages or otherwise to the Customers or

any other person whatsoever. Sometimes circumstances beyond IndiGo s control result in flightdelays or cancellations. In such circumstances, IndiGo reserves the right to cancel or delay a

flight without prior notice. Circumstances beyond IndiGo s control can include, without

limitation, weather; air traffic control; mechanical failures; acts of terrorism; acts of nature; force

majeure; strikes; riots; wars; hostilities; disturbances; governmental regulations, orders, demandsor requirements; shortages of critical manpower, parts or materials; labour unrest; etc. IndiGo

does not connect to other airlines and is not responsible for any losses incurred by Customers

while trying to connect to or from other airlines.

If an IndiGo flight is cancelled, rescheduled or delayed for more than two/three hours (depending

on the length of the journey), a Customer shall have to right to choose a refund; or a credit forfuture travel on IndiGo; or re-booking onto an alternative IndiGo flight at no additional costsubject to availability.

In the special case in which a subsequent portion of an IndiGo flight is cancelled while aCustomer is already in transit, a Customer shall have the right to choose to remain at the transit

station and to be re-booked onto an alternative IndiGo flight to the final destination at no

additional cost subject to availability; or to remain at the transit station and accept a partial

refund for the portion of the flight not completed; or to return to the point of origin and receive arefund; or a credit for future travel on IndiGo; or re-booking onto an alternative IndiGo flight at

no additional cost subject to availability.

We strongly recommend all passengers to provide correct phone and email address, to enable us

to inform in unforeseen cases of flight delays or cancellations.

Any compensation arising out of cancellation or delay of flights will be processed as per DGCA

guideline outlined in Civil Aviation Requirement, Section -3, Series M Part IV. To know moreclick here. .

Passengers who have not provided valid contact information at the time of booking may not be

entitled for any compensation.

In case of delay or cancellation of a flight operated as part of the Connected Segments/Route

scheme, the following shall apply:
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1. In case of delay or cancellation of the flight at the point of origin which leads to the

possibility of a missed connection at the point of transit, the passenger shall have to right

to choose a refund; or a credit for future travel on IndiGo; or re-booking onto analternative IndiGo flight at no additional cost subject to availability.

2. In case of a delay or cancellation of the connecting flight at the point of transit, IndiGo

will, at its discretion and subject to availability of seats, first offer the passenger theoption to travel on the next IndiGo flight, or that of another airline or if either optionscannot materialize, then at its discretion, provide lodging for overnight stay to the

passenger at the point of transit, ground transportation to and fro the airport and hotel and

dinner.

What is Verified by Visa (VBV) or MasterCard Secure Code (MSC)?..

1.What is Verified by Visa (VBV) or MasterCard Secure Code (MSC)?VBV and MSC are service offered by Visa and MasterCard that allows you to complete online

transaction securely. By authenticating and verifying your credit card details with an additional

password it reduces the possibility of credit card fraud. This service is free of charge for you, thecredit card holder.

2. How do I register?

If you have a Visa or MasterCard go to your respective bank s website where you will be askedto follow a simple step by step procedure to register for Verified by Visa or MasterCard Secure

Code. After entering your credit card details you will be asked to create a password that will be

used every time you make an online payment. Once complete you can continue makingpayments online.

3. What if I have an American Express card?

If you have an American Express card you will get an one-time password from your bank as asecurity measure which you need to feed in on the payment page with your bank in order to

process your payment. .

4. How do I make a payment on the IndiGo website?

1. Choose your desired flight plans and proceed to make a reservation where you will enteryour credit card details such as name of cardholder, card number, expiry date, and CVV.

2. IndiGo will connect to your credit card issuing bank s website to verify if your card is

secured by Verified by Visa or MasterCard SecureCode.3.

A bank window will appear requesting a password.4. Once your password is verified you will be automatically directed back to IndiGo s

reservation page to complete your booking.

5.What if I have a VISA Debit Card?With the launch of this authentication system, many debit cards can also be used as credit cards


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on our website thereby increasing the convenience of making payments for your IndiGo

bookings. Be sure to register them using Verified by Visa with your respective bank as well.

6.What if my bank doesnt offer Verified by Visa or MasterCard SecureCode?

It is mandatory for all credit cards issued in India to be verified by one of these authenticationservices. If you are banking with an India bank and they do not offer this service we ask that you

use an alternate credit card or different payment option. If your card is issued outside of India,

your transaction will process without registering for one of the services.

To continue to enjoy a hassle-free booking experience with added security, make sure to registerfor the above service (if you have a MasterCard or Visa Debit/Credit Card) with your respective

bank.

Click on the following link below to learn more and begin registration with your respective bank:

ABN Amro AXIS Bank

Citibank

Deutsche Bank

HDFC Bank

HSBC Bank

ICICI Bank

Kotak Mahindra Bank

Standard Chartered Bank

State Bank of India
http://www.abnamro.co.in/consumer/creditcard/secureCode.htmlhttp://www.abnamro.co.in/consumer/creditcard/secureCode.htmlhttp://www.axisbank.com/personal/cards/platinumcreditcard/CreditCard-Verified-By-Visa.asphttp://www.axisbank.com/personal/cards/platinumcreditcard/CreditCard-Verified-By-Visa.asphttps://www.citibank.co.in/ssjsps/ssindex.dohttps://www.citibank.co.in/ssjsps/ssindex.dohttps://www.dbindia.in/DeutscheBank/enrollment/newuser.jsphttps://www.dbindia.in/DeutscheBank/enrollment/newuser.jsphttp://www.hdfcbank.com/campaign/visa/visa.htmhttp://www.hdfcbank.com/campaign/visa/visa.htmhttp://www.hsbc.co.in/1/2/personal/credit-cards/secure-online-payment-serviceshttp://www.hsbc.co.in/1/2/personal/credit-cards/secure-online-payment-serviceshttps://www.3dsecure.icicibank.com/ACSWeb/EnrollWeb/ICICIBank/main/index.jsphttps://www.3dsecure.icicibank.com/ACSWeb/EnrollWeb/ICICIBank/main/index.jsphttp://www.kotakcards.com/kotak/cclive/support.htmlhttp://www.kotakcards.com/kotak/cclive/support.htmlhttp://www.standardchartered.co.in/personal/credit-cards/en/3d_secure.htmlhttp://www.standardchartered.co.in/personal/credit-cards/en/3d_secure.htmlhttps://secure4.arcot.com/vpas/sbi_vbvisa/enroll/index.jsp?locale=en_US&bankid=6897https://secure4.arcot.com/vpas/sbi_vbvisa/enroll/index.jsp?locale=en_US&bankid=6897https://secure4.arcot.com/vpas/sbi_vbvisa/enroll/index.jsp?locale=en_US&bankid=6897http://www.standardchartered.co.in/personal/credit-cards/en/3d_secure.htmlhttp://www.kotakcards.com/kotak/cclive/support.htmlhttps://www.3dsecure.icicibank.com/ACSWeb/EnrollWeb/ICICIBank/main/index.jsphttp://www.hsbc.co.in/1/2/personal/credit-cards/secure-online-payment-serviceshttp://www.hdfcbank.com/campaign/visa/visa.htmhttps://www.dbindia.in/DeutscheBank/enrollment/newuser.jsphttps://www.citibank.co.in/ssjsps/ssindex.dohttp://www.axisbank.com/personal/cards/platinumcreditcard/CreditCard-Verified-By-Visa.asphttp://www.abnamro.co.in/consumer/creditcard/secureCode.html

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