Indigo · Cargo Services

Indigo Cargo Services: customer care and complaint escalation

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Indigo Cargo Services: troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for Indigo Cargo Services.

Troubleshooting tips

  • If your cargo shipment is delayed, first check the airway bill number on Indigo's official cargo tracking portal. If the status is not updated for more than 24 hours, contact the Indigo Cargo customer support at 0124-6173838 (option for cargo) or email cargo@goindigo.in with your AWB number and details.
  • For damaged or lost cargo, immediately file a report with Indigo Cargo within 7 days of delivery. Provide photographic evidence and the AWB number. Escalate to the Cargo Manager at the origin or destination airport if the initial response is unsatisfactory.
  • If you face issues with cargo booking or documentation, verify that all required documents (commercial invoice, packing list, etc.) are complete and accurate. For assistance, visit the nearest Indigo Cargo office or call the cargo helpline. If the issue persists, escalate to the Regional Cargo Head via email at cargo.head@goindigo.in.

Frequently asked questions

How do I track my Indigo cargo shipment?

You can track your shipment using your Airway Bill (AWB) number on Indigo's official cargo tracking page. If the status is not updated for more than 24 hours, contact Indigo Cargo support at 0124-6173838 or email cargo@goindigo.in with your AWB number.

What should I do if my cargo is damaged or lost?

File a report with Indigo Cargo within 7 days of delivery. Provide photographic evidence and your AWB number. If the response is unsatisfactory, escalate to the Cargo Manager at the origin or destination airport. For further escalation, contact the Regional Cargo Head via email at cargo.head@goindigo.in.

How can I get help with cargo booking or documentation issues?

Ensure all required documents are complete and accurate. For assistance, visit the nearest Indigo Cargo office or call the cargo helpline at 0124-6173838. If the issue persists, escalate to the Regional Cargo Head via email at cargo.head@goindigo.in.

How to escalate a complaint with Indigo

If the first response isn’t good enough, here’s the path to a resolution.

IndiGo is India's largest airline. If you have an unresolved complaint, escalate through IndiGo's customer care, then to the Nodal Officer, and finally to the Ministry of Civil Aviation or AirSewa portal.

  1. Contact IndiGo Customer Care

    Reach out to IndiGo's customer care via email or phone for initial resolution of your complaint.

    Customer Care Email
    customer.experience@goindigo.in Primary email for complaints and feedback.
    Customer Relations Email
    customer.relations@goindigo.in Alternative email for escalation.
    Call Centre (India)
    0124-4973838 IndiGo call centre number.
    Call Centre (India)
    0124-6173838 Alternate call centre number.
    • Keep a record of your booking reference and all communications.
    • If your issue is not resolved, proceed to the next step.

  2. Escalate to Nodal Officer / Appellate Authority

    If customer care does not resolve your issue, escalate to IndiGo's Nodal Officer or Appellate Authority as per airline grievance redressal guidelines.

    Nodal Officer Email
    nodalofficer@goindigo.in Nodal Officer: Isha Gandhi.
    Nodal Officer Phone
    0124-4973838 Phone number for Nodal Officer (same as call centre).
    Appellate Authority Email
    NodalOfficer@goindigo.in Note: This email appears for Appellate Authority in one source, but likely same as Nodal Officer. Verify before use.
    • Mention that you have already contacted customer care and provide details.
    • If no response within a reasonable time, proceed to external escalation.
    We can draft this escalation for you →

  3. External Escalation to Ministry of Civil Aviation / AirSewa

    If IndiGo fails to resolve your complaint, escalate to the Ministry of Civil Aviation's Public Grievance Officer or use the AirSewa portal.

    Public Grievance Officer (Ministry of Civil Aviation)
    011-24610364 Shri Sudhansu Sekhar Mishra, Room No. C-27, Ministry of Civil Aviation.
    AirSewa Portal
    https://airsewa.gov.in/ Official portal for air travel grievances in India.
    • You can also file a complaint with the National Consumer Helpline (1915) or the Consumer Commission under CPA 2019.
    • Provide all previous correspondence and reference numbers.

Tips for a stronger escalation

  • Always keep a written record of your complaint, including dates, times, and names of representatives.
  • Clearly state your desired resolution (e.g., refund, compensation) and set a reasonable deadline.
  • If contacting via email, use a clear subject line like 'Complaint – [Booking Reference]'.
  • Escalate in a timely manner; do not wait too long between steps.
  • If you are not satisfied with the airline's response, you can approach the consumer court or sector regulator.
  • Use official channels like AirSewa for faster resolution of air travel issues.

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