CHM Issue 9 Revision 03 - 6E Portal

GRH.
CHM
CUSTOMER HANDLING MANUAL
Issue 9, Rev 03 – 12 April 2023
InterGlobe Aviation Limited (IndiGo)

Level 1, Tower C, Global Business Park, MG Road, Gurgaon 122002
Page Intentionally Left Blank
GRH.CHM
CUSTOMER HANDLING MANUAL

Issue 9, Rev 03 – 12 April 2023
All rights reserved. No part of this manual be reproduced or transmitted in any form or by any
means without written permission from InterGlobe Aviation Limited.
Printed in India by IndiGo (www.goindigo.in)
GRH.CHM/
Control Copy Number 00054
6E Portal
Issued To
InterGlobe Aviation Limited GRH.CHM
CUSTOMER HANDLING MANUAL Section 0
LIST OF EFFECTIVE PAGES Issue 9 Revision 03
0.0 FOREWORD
0- Page i of xxii 12 April 2023

0.1 RECORD OF REVISION
Revisions will be numbered in Sequence. They will be issued as required and contains the effective date
of issue. Each revision will be recorded in the table below and certified by the person performing the
Revision.
Revision Revision Date Sections/Page Affected Date of Insertion Inserted by

Number
01 15 October 2021 As per revision highlights 20 October 2021 Sakshi Singh
02 15 June 2022 0.0/ XV 15 June 2022 Sakshi Singh
02 15 June 2022 3/3 15 June 2022 Sakshi Singh
02 15 June 2022 Appendix 2/2 15 June 2022 Sakshi Singh
03 12 April 2023 6/1-28 12 April 2023 Sakshi Singh
0- Page ii of xxii 12 April 2023

0- Page iii of xxii 12 April 2023

0.2 LIST OF EFFECTIVE PAGES
Sec Sub - Section Title Page Issue Number Revision Revision Date
No. Sec No. Number Number
- - INDIGO SAFETY POLICY i 9 0 17 May 21
MANUAL ADMINISTRATION ii – xxii 9 0 17 May 21
0.0 FOREWORD Ii 9 0 17 May 21
0.1 RECORDS OF REVISION Iii 9 3 12 April 2023
0.2 LIST OF EFFECTIVE PAGES vii 9 3 12 April 2023
0.3 REVISION HIGHLIGHTS viii 9 3 12 April 2023

0
0.4 DISTRIBUTION LIST xiv 9 2 15 Jun 2022
0.5 REVISION SYSTEM xv 9 1 20 Oct 2021
0.6 TABLE OF CONTENT xvi 9 0 17 May 21
0.7 SAFETY POLICY xvii 9 1 20 Oct 2021
OPERATIONAL REQUIREMENTS 1-4 9 0 17 May 21
1.0 ORDER OF PRIORITIES 1 9 0 17 May 21
1.1 SECURITY MEASURE – 2 9 0 17 May 21

STATION MATERIAL
1 1.2 REFUSAL OF CARRIAGE 2 9 0 17 May 21
1.3 INFORMATION TO THIRD 2 9 0 17 May 21

PARTIES ABOUT CUSTOMERS
1.4 AUTHORITY OF CAPTAIN 3 9 0 17 May 21
1.5 FILING 4 9 0 17 May 21
0- Page iv of xxii 12 April 2023

CUSTOMER DOCUMENTS 1-4 9 0 17 May 21
2 2.0 TRAVEL DOCUMENTS 1 9 0 17 May 21
2.1 TICKET FRAUD PREVENTION 3 9 0 17 May 21
CUSTOMER CATEGORIES 1-44 9 0 17 May 21
3.0 INFANTS AND CHILDREN 1 9 0 17 May 21
3.0.1 INFANTS ( INFT) 1 9 0 17 May 21
3.0.2 CHILDREN (CHLD) 2 9 0 17 May 21
3.1 UNACCOMPANIED MINORS 3 9 2 15 Jun 22
3.2 PERSONS WITH REDUCED 8 9 2 15 Jun 22

MOBILITY
3.3 BLIND AND/OR DEAF 25 9 0 17 May 21
CUSTOMER
3 3.4 MEET AND ASSIST (MAAS) 26 9 0 17 May 21
3.5 CUSTOMER REQUIRING A 27 9 0 17 May 21

WHEELCHAIR
3.6 CUSTOMER REQUIRING AN 29 9 0 17 May 21
EXTRA SEAT
3.7 DISABLED CUSTOMER WITH 30 9 0 17 May 21
INTELLECTUAL OR
DEVELOPMENTAL DIASBILITY
NEEDING ASSISTANCE
3.8 MEDICAL TRANSPORATTION 30 9 0 17 May 21
3.9 VIP/CIP CUSTOMERS 32 9 0 17 May 21
3.10 PREGNANT CUSTOMERS 33 9 0 17 May 21
0- Page v of xxii 12 April 2023

3.11 UNRULY CUSTOMERS 34 9 0 17 May 21
3.12 PERSONS IN LAWFUL 38 9 0 17 May 21

CUSTODY
3.13 INADMISSIBLE CUSTOMERS 38 9 0 17 May 21
3
3.14 ARMED BODYGUARDS 39 9 0 17 May 21
3.15 CREW 39 9 0 17 May 21
3.16 CUSTOMERS TRAVELLING 40 9 0 17 May 21

UNDER STAFF LEISURE
TRAVEL POLICY
SEATING 1-12 9 0 17 May 21
4.0 SEATING GENERAL 1 9 0 17 May 21
4.1 INFANTS 7 9 2 15 Jun 22
4.2 UNACCOMPANIED MINORS 7 9 0 17 May 21
4.3 PERSONS WITH REDUCED 8 9 0 17 May 21

MOBILITY
4
4.4 CUSTOMERS REQUIRING 9 9 0 17 May 21
EXTRA SEAT
4.5 CUSTOMERS WITH PETS IN 10 9 0 17 May 21
CABIN/SERVICE ANIMAL
4.6 PERSONS IN LAWFUL 10 9 0 17 May 21
CUSTODY AND INADMISSIBLE
CUSTOMERS
4.7 ARMED BODYGUARDS 11 9 0 17 May 21
4.8 CREW/CREW SEATS 12 9 0 17 May 21
BAGGAGE HANDLING 1-36 9 1 20 Oct 2021

5
5.0 BAGGAGE HANDLING 1 9 0 17 May 21
GENERAL
5.1 PETS, GENERAL 5 9 0 17 May 21
0- Page vi of xxii 12 April 2023

5.2 FIREARMS AND OTHER 7 9 0 17 May 21

WEAPONS
5.3 OTHER SPECIAL BAGGAGE 8 9 2 15-Jun-22
5.4 BAGGAGE ALLOWANCE AND 9 9 0 17 May 21

EXCESS BAGGAGE POLICY
5.5 BAGGAGE IRREGULARITIES 19 9 0 17 May 21
5.6.0 GENERAL 22 9 0 17 May 21

5
5.6.1 HANDLING OF CHECKED 23 9 0 17 May 21

BAGGAGE IRREGULARITIES
5.6.2 TRACING UNCHECKED 26 9 0 17 May 21
BAGGAGE
5.6.3 CREW BAGGAGE 28 9 0 17 May 21
5.6.4 SETTLEMENT OF CLAIMS 31 9 0 17 May 21
5.6.5 EXPEDITE BAGGAGE 34 9 0 17 May 21

DELIVERY AND COSTS
5.6.6 RUSH/RETAGGING TAGS 35 9 0 17 May 21
DANGEROUS GOODS 1-28 9 0 17 May 21
6 6.0 Dangerous Goods 1 9 3 12 April 23
6.1 Guidance on the transport of 2 9 3 12 April 23

Dangerous goods
6.2 Limitations 3 9 3 12 April 23
6.3 Dangerous Goods carried by 6 9 3 12 April 23

passengers or crew
6.4 Dangerous goods in 12 9 3 12 April 23
operators property
6.5 Classification of Dangerous 13 9 3 12 April 23
Goods
6.6 Markings 14 9 3 12 April 23
6.7 Labelling 16 9 3 12 April 23
0- Page vii of xxii 12 April 2023

6.8 Complete list of classes and 17 9 3 12 April 23

divisions with Hazard Labels
6.9 Handling Labels and other 23 9 3 12 April 23
marks
6.10 Reporting of incidents and 26 9 3 12 April 23
accidents
6.11 Indigo Dangerous Goods 28 9 3 12 April 23
carriage policy
CUSTOMER CHECK-IN 1-32 9 0 17 May 21
7.0 AIRPORT CHECK-IN POLICIES, 8 9 1 20 Oct 21

7 CUSTOMER CHECK-IN
7.0.1 FAST FORWARD SERVICE 8 9 0 17 May 21
7.0.2 BAGGAGE DROP 8 9 0 17 May 21
7.1 CHECK-IN BAGGAGE 10 9 0 17 May 21
7.1.0 PERFORMING BAGGAGE 10 9 0 17 May 21

CONTROL
7.1.1 ISSUANCE OF BAGGAGE TAGS 11 9 0 17 May 21
7.1.2 PHOTO ID CHECK 12 9 0 17 May 21

7
7.2 INDIGO BOARDING PASSES 13 9 0 17 May 21
7.3 THROUGH CHECK-IN 14 9 0 17 May 21
7.4 INDIGO SELF SERVICE CHECK- 18 9 0 17 May 21

IN PRODUCTS
7.4.0 INDIGO SELF SERVICE KIOSKS 18 9 0 17 May 21
7.4.1 ÌNDIGO INTERNET CHECK-IN 19 9 0 17 May 21
7.5 INDIGO GROUP CHECK-IN 21 9 0 17 May 21

GUIDELINES
BOARDING AND POST DEPARTURE 1-10 9 0 17 May 21
8.0 GENERAL 1 9 0 17 May 21
0- Page viii of xxii 12 April 2023

8.1 BOARDING PREPARATION 4 9 1 15 Oct 21

8
8.2 GATE ANNOUNCEMENTS 6 9 0 17 May 21
8.3 BOARDING PROCEDURES 6 9 2 15 Jun 22
CUSTOMER IRREGULARITIES 1-20 9 0 17 May 21
9.0 INTRODUCTION 1 9 0 17 May 21
9.0.1 POLICY 1 9 0 17 May 21
9 9.0.2 IRREGULARITY, GENERAL 3 9 0 17 May 21
9.1 INFORMATION 4 9 0 17 May 21
9.1.1 INFORMATION TO 4 9 0 17 May 21

CUSTOMER
9.1.2 LETTER TO CUSTOMER 5 9 0

17 May 21
RELATIONS
Sec Sub - Section Title Page Issue Number Revision Date of revision
9.1.3 FACILITIES/COURTESIES TO 5 9 0 17 May 21
ESTEEMED TRAVELLING
PUBLIC AT INDIAN AIRPORTS
9.2 DIVERSION AND DELAY WITH 6 9 0 17 May 21
CUSTOMER ON BOARD
9.3 CANCELLATIONS 7 9 0 17 May 21
9.3.0 GENERAL 7 9 0 17 May 21

9
9.3.1 EXTRAORDINARY 9 9 0 17 May 21
CANCELLATIONS
9.3.2 NOT EXTRAORDINARY 10 9 0 17 May 21
CANCELLATIONS
9.4 DELAYS 11 9 0 17 May 21
9.5 DENIED BOARDING 12 9 0 17 May 21
0- Page ix of xxii 12 April 2023

9.5.1 DENIED BOARDING, GENERAL 12 9 0 17 May 21
9.5.2 HANDLING OF 15 9 0 17 May 21

COMPENSATION
9.6 TRANSIT CUSTOMERS 17 9 0 17 May 21
ARRIVAL SERVICES 1-2 9 0 17 May 21

10
10.0 ARRIVAL POLICIES 1 9 0 17 May 21
CUSTOMER ILLNESS OR ACCIDENTS 1-6 9 0 17 May 21
11 11.0 CUSTOMER ILLNES OR 1 9 0 17 May 21

ACCIDENT
11.1 DECEASED CUSTOMER 2 9 0 17 May 21
APPENDIX
0- Page x of xxii 12 April 2023

REVISION HIGHLIGHTS Issue 9 Revision 03
0.3 REVISION HIGHLIGHTS
The revision highlights for Issue 10, Revision 00, are as under:
Please note that changes are termed as either: New (N), Revised (R), Shifted (S), Editorial (E) or Deleted
(D).
Rev Section Sub-Section Page No. Change Description Reason of Change

No. No. No.
1 0 0.7 xxii Update in Safety Policy R
1 5 5.4 20 Update in Company Policy N

1 7 7.0 1 Update in company policy for Airline N
Partnerships
1 7 7.0 3 Update in company policy for N
International Web check-in


2 0.0 0.4 xi Change in Policy R
2 3 3.1 3 Update in UMNR definition R
2 3 3.2 11 Update in PRM policy R
2 4 4.1 7 Update in Infant Seating Policy R

2 5 5.3 9 Update in policy for carriage of R
Human Remains
2 8 8.3 10 Update in Company Policy R
2 Appendix 2 Update in Company Policy R
02
3 6 6 1-28 Update in Dangerous goods policy R
0- Page xi of xxii 12 April 2023

REVISION HIGHLIGHTS Issue 9 Revision 03
0- Page xii of xxii 12 April 2023

DISTRIBUTION LIST Issue 9 Revision 2
0.4 DISTRIBUTION LIST
The Customer Handling Manual is distributed to all listed and current operational stations as follows, and
subsequent copy numbers will be assigned to new stations from where flight operations commences.
Control Copy Distributed To Hard/Soft

Number
GRH.CHM/00001 Master Copy Soft
GRH.CHM/00002 Office of the Accountable Executive Hard
GRH.CHM/00003 Executive Vice President (Airport Operation & Customer Hard

Services)
GRH.CHM/00004 Vice President (ifly) Hard
GRH.CHM/00005 Chief of Flight Safety Hard
GRH.CHM/00006 Vice President (Operations Control Centre) Hard
GRH.CHM/00007 Airport Manager – DEL Terminal 1 Hard
GRH.CHM/00010 Airport Manager – BOM Terminal 1 Hard
GRH.CHM/00011 Airport Manager – BOM Terminal 2 Hard
GRH.CHM/00012 Airport Manager – MAA Airport Hard
GRH.CHM/00013 Airport Manager – CCU Airport Hard
GRH.CHM/00014 Airport Manager – HYD Airport Hard
GRH.CHM/00015 Airport Manager – BLR Airport Hard
GRH.CHM/00016 Airport Manager – AMD Airport Hard
GRH.CHM/00017 Airport Manager – BDQ Airport Hard
GRH.CHM/00018 Airport Manager – BBI Airport Hard
GRH.CHM/00019 Airport Manager – COK Airport Hard
GRH.CHM/00020 Airport Manager – CJB Airport Hard
0- Page xii of xxii 15 Jun 2022

GRH.CHM/00021 Airport Manager – DIB Airport Hard
GRH.CHM/00022 Airport Manager – GAU Airport Hard
GRH.CHM/00023 Airport Manager – GOI Airport Hard
GRH.CHM/00024 Airport Manager – IMF Airport Hard
GRH.CHM/00025 Airport Manager – IXC Airport Hard
GRH.CHM/00026 Airport Manager – IXA Airport Hard
GRH.CHM/00027 Airport Manager – IXJ Airport Hard
GRH.CHM/00028 Airport Manager – IXR Airport Hard
GRH.CHM/00029 Airport Manager – JAI Airport Hard
GRH.CHM/00030 Airport Manager – LKO Airport Hard
GRH.CHM/00031 Airport Manager – NAG Airport Hard
GRH.CHM/00032 Airport Manager – PAT Airport Hard
GRH.CHM/00033 Airport Manager – PNQ Airport Hard
GRH.CHM/00034 Airport Manager – TRV Airport (Terminal 1) Hard
GRH.CHM/00035 Airport Manager – SXR Airport Hard
GRH.CHM/00036 Airport Manager – RPR Airport Hard
GRH.CHM/00037 Airport Manager – VTZ Airport Hard
GRH.CHM/00038 Airport Manager – IDR Airport Hard
GRH.CHM/00039 Airport Manager – BKK Airport Hard
GRH.CHM/00040 Airport Manager – DXB Airport Hard
GRH.CHM/00041 Airport Manager – KTM Airport Hard
GRH.CHM/00042 Airport Manager – MCT Airport Hard
GRH.CHM/00043 Airport Manager – SIN Airport Hard
GRH.CHM/00044 Airport Manager – IXB Airport Hard
GRH.CHM/00045 Airport Manager – VNS Airport Hard
GRH.CHM/00046 Airport Manager – CCJ Airport Hard
0- Page xiii of xxii 15 Jun 2022

GRH.CHM/00047 Airport Manager – DMU Airport Hard
GRH.CHM/00048 Airport Manager – TRV (Terminal 2) Hard
GRH.CHM/00049 Manager Ground Operations – GHA DXB Soft
GRH.CHM/00050 Manager Ground Operations – GHA BKK Soft
GRH.CHM/00051 Manager Ground Operations – GHA SIN Soft
GRH.CHM/00052 Manager Ground Operations – GHA MCT Soft
GRH.CHM/00053 Manager Ground Operations – GHA KTM Soft
GRH.CHM/00054 6E Portal Soft
GRH.CHM/00055 VOID Soft
GRH.CHM/00056 Airport Manager – UDR Airport Hard
GRH.CHM/00057 Airport Managers – DED Airport Hard
GRH.CHM/00058 Airport Manager – IXZ Airport Hard
GRH.CHM/00059 Airport Manager – IXM Airport Hard
GRH.CHM/00060 Airport Manager – ATQ Airport Hard
GRH.CHM/00061 Airport Manager – SHJ Airport Hard
GRH.CHM/00062 Manager Ground Operations – GHA SHJ Soft
GRH.CHM/00063 Airport Manager – DOH Airport Hard
GRH.CHM/00064 Manager Ground Operations – GHA DOH Soft
GRH.CHM/00065 Airport Manager – IXE Airport Hard
GRH.CHM/00066 Airport Manager – TIR Airport Hard
GRH.CHM/00067 Airport Manager – VGA Airport Hard
GRH.CHM/00068 Airport Manager – RJA Airport Hard
GRH.CHM/00069 Airport Manager – CMB Airport Hard
GRH.CHM/00070 Airport Manager – TRZ Airport Hard
GRH.CHM/00071 Airport Manager – HBX Airport Hard
GRH.CHM/00072 Associate Vice President – Customer Relations Hard
GRH.CHM/00073 Airport Manager – TCR Airport Hard

0- Page xiv of xxii 15 Jun 2022
GRH.CHM/00074 Airport Manager – JRH Airport Hard

GRH.CHM/00075 Airport Manager – DAC Airport Hard
GRH.CHM/00076 Manager Ground Operations – GHA DAC Soft
GRH.CHM/00077 Airport Manager – STV Airport Hard
GRH.CHM/00078 Airport Manager – GOP Airport Hard
GRH.CHM/00079 Manager Ground Operations – GHA CMB Soft
GRH.CHM/00080 Airport Manager – IXD Airport Hard
GRH.CHM/00081 Airport Manager – KLH Airport Hard
GRH.CHM/00082 Airport Manager – JLR Airport Hard
GRH.CHM/00083 Airport Manager – AUH Airport Hard
GRH.CHM/00084 Manager Ground Operations – GHA AUH Soft
GRH.CHM/00085 Airport Manager – KWI Airport Hard
GRH.CHM/00086 Manager Ground Operations – GHA KWI Soft
GRH.CHM/00087 Airport Manager – KUL Airport Hard
GRH.CHM/00088 Manager Ground Operations – GHA KUL Soft
GRH.CHM/00089 Airport Manager – MLE Airport Hard
GRH.CHM/00090 Manager Ground Operations – GHA MLE Soft
GRH.CHM/00091 Airport Manager – HKT Airport Hard
GRH.CHM/00092 Manager Ground Operations – GHA HKT Soft
GRH.CHM/00093 Airport Manager – HKG Airport Hard
GRH.CHM/00094 Manager Ground Operations – GHA HKG Soft
GRH.CHM/00095 Airport Manager – CNN Airport Hard
GRH.CHM/00096 Airport Manager – IST Airport Hard
GRH.CHM/00097 Manager Ground Operations – GHA IST Soft
GRH.CHM/00098 Airport Manager – KLH Hard
GRH.CHM/00099 Airport Manager – JED Hard
GRH.CHM/00100 Manager Ground Operations – GHA JED Soft
GRH.CHM/00101 Airport Manager – DMM Hard
GRH.CHM/00102 Manager Ground Operations – GHA DMM Soft
GRH.CHM/00103 Airport Manager – SHL Hard
GRH.CHM/00104 Airport Manager – GAY Hard
GRH.CHM/00105 Airport Manager – CTU Hard
GRH.CHM/00106 Manager Ground Operations – GHA CTU Soft
GRH.CHM/00107 Airport Manager – CAN Hard
GRH.CHM/00108 Manager Ground Operations – GHA CAN Soft
GRH.CHM/00109 Airport Manger – JDH Hard
GRH.CHM/00110 Airport Manger – IXG Hard
0- Page xv of xxii 15 Jun 2022

GRH.CHM/00111 Airport Manger – IXS Hard

GRH.CHM/00112 Airport Manger – AJL Hard
GRH.CHM/00113 Airport Manger – SAG Hard
GRH.CHM/00114 Airport Manger – IXU Hard
GRH.CHM/00115 Airport Manger – MYQ Hard
GRH.CHM/00116 VOID Hard
GRH.CHM/00117 Airport Manager – RGN Hard
GRH.CHM/00118 Manager Ground Operations – GHA RGN Soft
GRH.CHM/00119 Airport Manager – HAN Hard
GRH.CHM/00120 Manager Ground Operations – GHA HAN Soft
GRH.CHM/00121 Airport Manager – RUH Hard
GRH.CHM/00122 Manager Ground Operations – GHA RUH Soft
GRH.CHM/00123 Airport Manager – SGN Hard
GRH.CHM/00124 Manager Ground Operations – GHA SGN Soft
GRH.CHM/00125 Airport Manager – BAH Hard
GRH.CHM/00126 Manager Ground Operations – GHA BAH Soft
GRH.CHM/00127 Airport Manager-AGR Hard
GRH.CHM/00128 Airport Manager – BHO Hard
GRH.CHM/00129 VOID Hard
GRH.CHM/00130 Manager Ground Operations – GHA RKT Soft
GRH.CHM/00131 Airport Manager – RKT Hard
GRH.CHM/00132 VOID Soft
GRH.CHM/00133 Airport Manager – IXL Hard
GRH.CHM/00134 Airport Manager – RDP Hard
GRH.CHM/00135 Airport Manager – KJB Hard
GRH.CHM/00136 Airport Manager – RAJ Hard
GRH.CHM/00137 Airport Manager – DBR Hard
GRH.CHM/00138 Airport Manager – BEK Hard
GRH.CHM/00139 Airport Manager – GWL Hard
GRH.CHM/00140 Airport Manager – KNU Hard
GRH.CHM/00141 Airport Manager – CDP Hard
GRH.CHM/00142 Airport Manager – PGH Hard
GRH.CHM/00143 Airport Manager –JGB Hard
GRH.CHM/00144 Airport Manager- Subsequent Airports
0- Page xvi of xxii 15 Jun 2022

REVISION SYSTEM Issue 9 Revision 0
0.5 REVISION SYSTEM
Introduction
The manual is revised at certain intervals. Upon a revision, the following will be issued:
 A number of revised/new pages.

 Revised LEP & Revision Highlight indicating the changed pages.
The Manual can be found as:

 A hard copy manual
Responsibility
The holder of the manual is responsible for checking that all pages listed in the LEP have been received.
Updating the paper Manual with a Revision
Follow these steps to update the manual upon receiving a Revision:
Table: - 00.01 Manual Revision System

Step Action
1. Replace, remove or add the pages according to the LEP & Revision Highlights.
2. After you have updated the manual:

 Update the Revised Pages and LEP
 Write the date.
 Put your signature.
Keeping the paper manual up to date
You can check that your hard copy manual is up to date by referring:
 the record of the latest revision received

 the online copy at AOCS portal
0- Page xvii of xxii 17 May 2021

REVISION SYSTEM Issue 9 Revision 1
Discrepancies between online and hard copy version
The master copy at ISC of this manual is always correctly updated and overrules the information in hard
copy versions, should discrepancy exist.
In an event of any Revision in Manual, below is the process to be followed before final release.
Figure: - 00.01 Manual Revision System
Responsibilities of the users
The users have the following responsibilities:
 Know the contents and follow the guidelines.

 Adhere to the procedures in the manner outlined, but nothing herein should be considered as
limiting personnel from acting on their own best judgment to safeguard life and property.
 Not to transmit or reveal any of its contents in any manner to persons not associated with IndiGo.
 Guard it from damage or loss.
 Keep the manual up to date by immediately inserting all revisions and Circular.
0- Page xviii of xxii 15 Jun 2022

TABLE OF CONTENT Issue 9 Revision 2
0.6 TABLE OF CONTENT

0.0 FOREWORD ............................................................................................................................. i
0.1 RECORD OF REVISION ................................................................................................... ii
0.2 LIST OF EFFECTIVE PAGES .............................................................................................. iii
0.3 REVISION HIGHLIGHTS .................................................................................................. ix
0.4 DISTRIBUTION LIST ...................................................................................................... xii
0.5 REVISION SYSTEM...................................................................................................... xvii
0.6 TABLE OF CONTENT .................................................................................................... xix
0.7 SAFETY POLICY ......................................................................................................... xxiv
1 OPERATIONAL REQUIREMENTS ........................................................................................ 1
1.0 Order of Priorities ......................................................................................................... 1
1.1 Security Measures – Station Material ............................................................................ 2
1.2 Refusal of Carriage........................................................................................................ 2
1.3 Information to third Party about Customers .................................................................. 2
1.4 Authority of Captain ..................................................................................................... 3
1.5 Filing ............................................................................................................................ 3
1.6 Fleet Characteristics ...................................................................................................... 4
2 CUSTOMER DOCUMENTS ................................................................................................. 1
2.0 Travel Documents ......................................................................................................... 1
2.1 Ticket Fraud Prevention ................................................................................................ 2
3 CUSTOMER CATEGORIES .................................................................................................. 1
3.0 Infants (INFT) and Children (CHLD) ................................................................................ 1
3.0.1 Infants (INFT) ............................................................................................................. 1
3.0.2 Children (CHLD) ......................................................................................................... 2
3.1 Unaccompanied Minors (UMNR)................................................................................... 1
3.2 Persons with Reduced Mobility ..................................................................................... 5
0- Page xix of xxii 15 Jun 2022

3.3 Blind and/or Deaf Customer (BLND/DEAF) .................................................................. 12

3.4 Meet and Assist (MAAS) ............................................................................................. 13
3.5 Customer Requiring a Wheelchair (WCHR/C/W) .......................................................... 14
3.6 Customer Requiring an Extra Seat (EXST)..................................................................... 20
3.7 Disabled Customer with Intellectual or Developmental Disability Needing Assistance
(DPNA) ............................................................................................................................. 21
3.8 Medical Transportation (MEDA) .................................................................................. 21
3.9 VIP/CIP/SIP Customers................................................................................................ 23
3.10 Pregnant Customers.................................................................................................. 24
3.11 Unruly Customers ..................................................................................................... 25
3.12 Persons in Lawful Custody......................................................................................... 29
3.14 Armed Bodyguards/Sky Marshals.............................................................................. 31
3.15 Crew ......................................................................................................................... 31
3.16 Customers travelling under ‘Staff Leisure Travel’............................................................ 32
4 SEATING .......................................................................................................................... 1
4.0 Seating General ............................................................................................................ 1
4.1 Infants (INFT) ........................................................................................................... 6
4.2 Unaccompanied Minors (UMNR)................................................................................... 1
4.3 Persons with Reduced Mobility (PRM)........................................................................... 1
4.4 Customers Requiring Extra Seat(s) CODE - EXST ............................................................. 1
4.5 Customers with Pets in Cabin/Service Animals (PETC) ................................................... 2
4.6 Persons in Lawful Custody and Inadmissible Customers (INAD) ..................................... 3
4.7 Armed Bodyguards ....................................................................................................... 3
4.8 Crew/Crew Seats .......................................................................................................... 4
5 BAGGAGE HANDLING ...................................................................................................... 1
5.0 Baggage Handling General ............................................................................................ 1
5.1 Pets, General ................................................................................................................ 5
0- Page xx of xxii 15 Jun 2022
5.2 Firearms and Other Weapons ....................................................................................... 6

5.3 Other Special Baggage .................................................................................................. 8
5.4 Baggage Allowance & Excess Baggage policy ................................................................. 8
5.5 Baggage Irregularities ..................................................................................................21
5.6.0 General.....................................................................................................................21
5.6.1. Handling of Checked Baggage Irregularities ..............................................................23
5.6.2 Tracing Unchecked Baggage ......................................................................................23
5.6.3 Crew Baggage ...........................................................................................................23
5.6.4 Settlement of Claims.................................................................................................23
5.6.5 Delayed Baggage Delivery and Costs .........................................................................23
5.6.6 RUSH/CREW Tags......................................................................................................23
6 DANGEROUS GOODS ....................................................................................................... 1
6.0 General ........................................................................................................................ 1
6.1 Provisions for Dangerous Goods Carried by Passengers or Crew .................................... 2
7 CUSTOMER CHECK-IN ...................................................................................................... 1
7.0 Airport Check-in Policies, Customer Check-in................................................................. 1
7.0.1 Fast Forward Service .................................................................................................15
7.0.2 Bag Drop...................................................................................................................18
7.1 Check-in Baggage .........................................................................................................18
7.1.0 Performing Baggage Control......................................................................................18
7.1.1 Issuance of Baggage Tags ..........................................................................................20
7.1.2 Photo id check ..........................................................................................................21
7.2 IndiGo Boarding Passes ................................................................................................21
7.3 Through Check-In.........................................................................................................22
7.4 IndiGo Self Service Check-in Products ...........................................................................30
7.4.0 IndiGo Self Service Kiosks ..........................................................................................30
7.4.1 IndiGo Internet Check-in .......................................................................................... 31
0- Page xxi of xxii 15 Jun 2022
7.5 IndiGo Group Check-In Guidelines ................................................................................33

7.6 Managing Over Sales ...................................................................................................34
7.7 Managing Hajj and Umrah Travel .................................................................................38
8 BOARDING AND POST DEPARTURE .................................................................................. 1
8.0 General ........................................................................................................................ 1
8.1 Boarding Preparation .................................................................................................... 3
8.2 Gate Announcements ................................................................................................... 6
8.3 Boarding Procedures..................................................................................................... 7
9 CUSTOMER IRREGULARITIES ............................................................................................ 1
9.0.1 Policy......................................................................................................................... 1
9.0 Introduction ................................................................................................................. 3
9.0.2 Irregularity, General................................................................................................... 3
9.1 Information .................................................................................................................. 4
9.1.1 Information to Customer ........................................................................................... 5
9.1.2 Letter to Customer Relations...................................................................................... 6
9.1.3 Facilities/Courtesies to esteemed travelling public at Indian airports .......................... 6
9.2 Diversions and Delays with Customers On board ........................................................... 7
9.3 Cancellations ................................................................................................................ 7
9.3.0 General ..................................................................................................................... 7
9.3.1 Extraordinary Cancellations.......................................................................................10
9.3.2 Not Extraordinary Cancellations ................................................................................11
9.4 Delays .........................................................................................................................12
9.5 Denied Boarding ..........................................................................................................13
9.5.1 Denied Boarding, General .........................................................................................13
9.5.2 Handling of Compensation ........................................................................................17
9.6 Transit Customers ........................................................................................................20
10 ARRIVAL SERVICES ......................................................................................................... 1
0- Page xxii of xxii 15 Jun 2022
10.0 Arrival Policies ............................................................................................................ 1

11 CUSTOMER ILLNESS OR ACCIDENTS ................................................................................ 1
11.0 Customer Illness or Accident ....................................................................................... 1
11.1 Deceased Customer .................................................................................................... 2
Appendix 01: LIST OF TABLES .............................................................................................. 1
Appendix 02: LIST OF FIGURES ............................................................................................ 1
0- Page xxiii of xxii 15 Jun 2022

SAFETY POLICY Issue 9 Revision 1
0.7 SAFETY POLICY
0- Page xxiv of xxii 20 Oct 2021

OPERATIONAL REQUIREMENTS Issue 9 Revision 0
1 OPERATIONAL REQUIREMENTS
1.0 Order of Priorities
The following order of priorities shall always be applied:
1. Safety and security.

2. Courteousness and Hassle Free.
3. Punctuality.
3. All other services.
As a consequence of the above statement, safety and security demands correct adherence to rules and
regulations concerning Customer Handling and takes priority over all other station work.
Safety and security
IndiGo is governed by rules and regulations valid for Customer handling.
IndiGo, for the prevention of unlawful acts against civil aviation, will support the objectives of its BCAS
approved Security Programme as well as the local laws and regulations of the country it operates to, and
recognizes the security recommendations.
Punctuality
Punctuality is a very important part of Customer service. Therefore thorough planning is required to
ensure on time performance at all times. Staff should know what to do in various circumstances and all
necessary equipment must be available in good time before a flight has to be handled.
All other services
Because of the high technical and operational standards of most airlines today there must be something
particular that attracts Customers to a specific airline. To be able to rank among the most preferred
airlines it is essential that IndiGo provide a very high standard of personal and friendly service.
1- Page 1 of 4 17 May 2021

1.1 Security Measures – Station Material
Rule
Any station material bearing IndiGo’s name, such as boarding passes, baggage tags, revalidation stickers,
ticket stock, stationary, etc., shall be locked up when airport facilities are unmanned.
1.2 Refusal of Carriage
Policy
Refusal of carriage is a serious decision, which may result in legal action and Customers subjected to this
shall therefore be treated with courtesy.
IndiGo will refuse to carry a Customer who:
 refuses to submit himself/herself or his/her baggage to security control,

 fails to observe, or refuses to obey, safety /security rules or instructions of the company,
 is in state of intoxication,
 appears or behaves offensive to other Customers, crew and staff,
 requires nursing by airline due to medical conditions,
 suffers from a contagious and/or communicable disease,
 has such a degree of physical condition that travel is likely to result in complications,
 unable to produce relevant documents in case of expectant mother or any other adverse medical
condition
 is handcuffed,
 presents a stolen or counterfeit ticket, or a ticket issued to another person,
 does not hold the required travel documents, e.g. valid identification
 Is unacceptable for carriage for any other reason as decided by the Captain.
 Who reports after the prescribed deadlines.
1.3 Information to third Party about Customers
Policy
It is against IndiGo company policy to disclose information to third party about its Customers.
1- Page 2 of 4 17 May 2021

Exception:
In our country the government authorities have legal right to obtain information of a specific Customer
itinerary, or if a Customer is on board a specific flight. Procedures for release of information shall be
facilitated by Airport Manager in consultation with legal department
Also, printouts and notes with Customer names and itineraries must be kept out of reach from the public
and destroyed as soon as it is of no use.
1.4 Authority of Captain
Rule
The Captain has the highest authority regarding the safety and security of the aircraft, and must
immediately and continuously be informed about any irregularities potentially affecting the safety and
security of the flight.
1.5 Filing
Filing periods
The table below shows the period of time various Customer handling forms and documents must be
kept on file:
Note: Longer periods may be stipulated in local laws or regulations.
Table: - 01.01 Filling Documents & Periodicity
Document/form Filing period in station file

Fit to fly certificate for expectant mothers 6 months
Medical Information (MEDIF) 2 years
Load Sheet / Notification to Captain (NOTOC) 4 months
Handling Advice for Unaccompanied Minor 6 months
Customer Manifest 4 months
Property Irregularity Report (PIR- closed cases) 6 Months
1- Page 3 of 4 17 May 2021

The above mentioned records must be filed manually at station in a daily flight file with flight number /
date mentioned on top of the file.
The records to be filed shall be legible and identifiable with specific flight number and date, the records
to be stored in the office filing cabinets where the same is secured and is easily retrievable.
Hard Copies dating past the record matrix may be burnt or shredded to be disposed.
1.6 Fleet Characteristics
Table: - 01.02 Fleet Characteristics

Fleet Characteristics
A321
(VT-IUI, IUJ,
Aircraft Type IUK, IUL,
IUM, IUN,
ATR A320 A320S A321 IUO) A321
Capacity 78 180 186 222 222 232
Rows 18,
Rows 12 & Rows 12 & Rows 17, Rows 17 &
Emergency Exit Rows 1 & 2 19, 28 (BC
13 13 18 & 27 27
Rows & ED) & 29
Jump Seats NIL 2 2 1 1 1
Wheel Chair 2 4 4 5 5 5
12 Over 12 Over 12 Over 12 Over 12 Over
17 Over
Water Water Water Water Water
Water
19 Over 19 Over 19 Over 19 Over 19 Over
6 Over Land
Infants Land Land Land Land Land
Infant Eligible Refer Refer Refer Refer Refer Refer
Seats section 4.1 section 4.1 section 4.1 section 4.1 section 4.1 section 4.1
28ABC, 29ABC, 35ABC, 35ABC, 37ABC,
Stretcher Eligible N/A 29ABC, 30ABC, 36ABC, 36ABC, 38ABC,
Seats 30ABC 31ABC 37ABC 37ABC 39ABC
Lavatories 1 3 3 3 3 3
1- Page 4 of 4 17 May 2021

CUSTOMER DOCUMENTS Issue 9 Revision 0
2 CUSTOMER DOCUMENTS
2.0 Travel Documents
Introduction
Every time IndiGo transport Customers that - for some reason - cannot present valid travel documents,
the company risks huge amounts accounting to forgery by different individuals.
If IndiGo is considered to be negligent in taking precautions against Customers traveling with inadequate
documents, it also risks loss of confidence and goodwill.
Purpose of the document control
The purpose of IndiGo document control is to:

 Limit the costs mentioned above.
 Maintain good relations with authorities all across the network.
 Minimize the risk for the Customer to be refused transportation.
General rules
The following rules apply:
 Document control must be performed when a Customer is checking in for a journey:
 At check-in, for Customer traveling from one point of travel to another.

 At gate, for Customer traveling using Web check-in/Kiosk facility. During document control, check
the Customer name, validity of the document produced and the photograph.
 The Customer must be personally present at the document control, to establish that the
identification belongs to the Customer traveling.
 The Customer must carry all travel documents, i.e. they may not be carried in the checked
baggage.
 When a booking is made with an intention to avail discount, valid ID card is required to be
produced by Customers at the time of check-in.
 Customers shall be refused transportation when they cannot present valid travel documents for
departure from point of origin where the journey commences.
2- Page 1 of 4 17 May 2021

For Domestic Travel

 Valid passport;
 Valid driving license;
 Election photo ID;
 Photo ID issued by the employer (where the employer is a government entity);
 In case of children, their school photo ID cards or any other photo ID;
 For infants, their valid birth certificate or passport.
 Aadhar Card
Restriction: Children (Indian National on Indian domestic routes) are not required to carry photo-ID. Checking
photo-ID of the accompanying parent/guardian can fulfil the identification of children.
For any other nationality, passport will be considered as the only valid photo identification.
For International travel
Customers to carry valid passport and visa. Any other document needed as per the requirement of the country
to be carried along with passport.
2.1 Ticket Fraud Prevention
Guidelines
Observe the following guidelines to detect and prevent frauds:

 Ensure that the Customer while making the reservation (through credit card) is using his own card
or in case of someone else’s card, the original card holder is present.
 At the time of travel advise the Customer to always carry the original credit card or the signed
photocopy in case someone else’s card has been used
 Ensure that the Customer name is matching with the printout of the ticket he is holding.
 Ensure that the Customer name is matching with the identity proof he/she is producing while
check-in.
 Be extra vigilant while doing group check-in, Ensure that boarding card is handed over to each
group member after valid identification of photo ID.
2- Page 2 of 4 17 May 2021

Confronted with stolen or forged ticket
Follow the rules below, if any doubt arises:
Frontline personnel:
 Keep/confiscate the ticket.

 Alert a supervisor.
Supervisors:
 Immediately call ISC – Fraud Control Unit with all relevant details of the real or suspected fraud.
2- Page 3 of 4 17 May 2021

2- Page 4 of 4 17 May 2021

CUSTOMER CATEGORIES Issue 9 Revision 0
3 CUSTOMER CATEGORIES
3.0 Infants (INFT) and Children (CHLD)
3.0.1 Infants (INFT)
Definition
An infant is a child who has not yet reached his/her 2nd birthday.
 Flying above land – maximum 19 Infants on A320 & A321 and 17 on ATR 72-600
 Flying above water – maximum 12 Infants on A320 & A321 and maximum 06 infants on ATR
72-600
 Due to unavailability of additional oxygen masks on certain rows above seating arrangement for
customers travelling with infant must be strictly adhered to
 On A320 & A321, the number of infants in reservation system is restricted to 12 and for ATR 72-
600 it is restricted to 6.
Below to be followed In case more Infants are to be accepted:
o Immediately get in touch with OCC (followed by email) to find out if additional infants
can be accepted without uplifting additional infant life vests.
o If OCC permits the same without the requirement of additional infant life vest, get in
touch with Revenue Management (followed by email) to increase the infant inventory
in the reservation system. Once it is increased, book the infant and check-in. However
the maximum no. of infants allowed on A320 is 28, A321 is 34 and on ATR 72-600 is
17.
o If OCC does not permit the same without additional infant life vests, check with local
Engineering team if additional life vests can be uplifted. If yes, follow above point. If
additional infant life vests cannot be uplifted, politely deny the customer stating the
safety reasons. Provide them all assistance to get rebooked on next available IndiGo
flights with applicable fees and fare difference.
Rules
The following rules apply for infants:

3- Page 1 of 46 17 May 2021
 New born infants younger than three (3) days are not acceptable for transport due to medical
reasons.
 An infant shall be carried on the lap of an adult, unless the applicable child fare has been paid.
 Infants not occupying a seat are subject to an applicable fee per sector which is non-
refundable/non changeable.
 No baby/car seats or push chairs, baby bassinets are allowed in the aircraft cabin. No extra seats
may be booked for Infants.
 Infants qualify for a Hand baggage allowance of 07kgs.
 Proof of age is required. Customer must carry Infant's birth certificate or age proof to be presented
at the time of check-in. However in order to make it further hassle free, airport shall ask the
customer to present proof of age of an infant only if the infant appears to be above the age of 2
years.
Seating
Reference: See CHM 4.1 “Infants (INFT)”.
3.0.2 Children (CHLD)
Definition
A child is a Customer who has reached 2 but not 12 years of age.
Rules
The following rules apply for children:
Children who have reached 2 but not 6 years of age must be seated with a travel companion over the age
of 1
3- Page 2 of 46 17 May 2021

3.1 Unaccompanied Minors (UMNR)
Introduction
This document contains security and safety related rules and regulations for transportation of
unaccompanied minors (UMNR).
Definition
This document contains security and safety related rules and regulations for transportation of
unaccompanied minors (UMNR) who has reached his 5th but not his 12th birthday, as on the date of travel
must either be accompanied by a companion aged 18 (eighteen) years or more, as on the date of travel,
or must book Flying Solo service.
Note: The child cannot decline the service him-/herself when the service has been requested by a
parent/guardian. The UMNR shall be entitled for a complimentary meal on-board.
General Rules
Each UMNR travel will be charged applicable service fee which includes refreshment and non-alcoholic
beverage on board. The following general rules apply:
 The parent/guardian (escort) shall:
- make sure the UMNR holds confirmed reservations and necessary travel documents for
all legs
- sign the Handling Advice form
- remain at the airport of departure until the flight is airborne
- arrange for transfer escort if the child’s itinerary includes a night stop or a transfer
between two airports, and
 arrange for escort to be present at the airport of arrival. The Handling Advice form shall be filed
for six (6) months at all stations involved.
 The UMNR becomes the airlines’ full responsibility from the moment
3- Page 1 of 46 15 Jun 2022

he/she is handed over by the escort upon departure, or by the delivering carrier/escort at the transfer
station, until
- he/she is handed back to an escort upon arrival, or over to the receiving carrier/escort at
the transfer station.
 There is no limit for carriage of UMNR. However, they cannot be seated in an emergency exit row.
 The checked-in baggage of UMNR will have a Flying Solo tag affixed to it and shall be loaded along
with other Fast Forward bags. Same must be mentioned in the LDM.
 Arrival Airport must ensure that UMNR bags are delivered along with Fast Forward bags. If there
aren’t any Fast Forward bags, UMNR bags must be sent to arrival hall on priority.
Figure: - 03.01 Flying Solo Baggage Identification Tag
Check-in
The accompanying escort shall assist with departure formalities and remain at the airport until the flight
is airborne.
Note: Should escort and child have a joint first leg to then split up at the point of transfer and continue to
different destinations, the child must be handled as UMNR also on the first leg. Otherwise the child has
to be handled as locally boarded at the transfer point, meaning that the escort:
 cannot continue his/her travel until the child’s flight is airborne, or

 Must arrange for an escort to be present at the transfer point.
Make sure the UMNR:

 is over 5 years of age,
 holds confirmed reservations and necessary travel documents for all legs (in case UMNR SSR is not
added to the reservation, staff must promptly add the same to the reservation)
 has a properly filled out and signed Handling Advice form (keep the first page for local filing),
 is given a ‘Flying Solo’ pouch
 is seated next to a female customer and is accompanied by a female staff in case it’s a female UMNR. All
necessary information must be passed to the Centralised Load Control for them to mention in the LDM.
3- Page 1 of 46 17 May 2021

Seating
Reference: See CHM 4.2 “Unaccompanied Minors (UMNR)”
Boarding
 Station personnel shall inform the Lead Cabin Crew member about the seating and
destination of the UMNR.
 A copy of handling advice must be given to the crew and acknowledgement on station copy
must be obtained from the crew.
 Once the UMNR is on-board staff shall make a call to the parents/guardian to inform that
the UMNR has boarded safely. If there is any delay that too shall be intimated promptly.
 On IROP flights staff shall keep the parents/guardian updated every 30 mins and the UMNR
must be in our care at all times.
 Priority in alternate flights must also be accorded.
Transit/transfer
Station personnel shall meet the UMNR on board and accompany the UMNR during transit/transfer.
Note: In case child’s itinerary involves a night stop or change of terminal, staff must accompany the UMNR
throughout.
Arrival
Station personnel shall meet the UMNR on board and accompany the UMNR during the arrival formalities.
Upon reaching the arrival hall, staff accompanying the UMNR must make a call on the number mentioned
against parent / guardian at destination, on the handling advice form, advising them about child’s arrival
and approximate time to get the UMNR out along with bags if any. If parent / guardian wants to speak to
UMNR or vice versa, staff to facilitate the same immediately.
Before handing over the UMNR to the escort at arrival, the person meeting the UMNR must show proof
of identity in order to ascertain that the person stated in the Handling Advice form is the one meeting the
child.
3- Page 2 of 46 17 May 2021

Irregularities
A UMNR requires special attention and assistance in connection with irregularities.
If there is a high probability of diversion:
 The parent / guardian at origin shall be recommended to agree to change the UMNR’s travel plan, and
rebook as appropriate, without extra cost for the UMNR.
 If they do not agree, the Captain or Duty Station Manager may still refuse transportation of the UMNR.
General:
 If an irregularity occurs after departure the UMNR’s family at departure and arrival must always be
kept well informed about rerouting arrangements, etc.
 Any additional costs for handling an UMNR in irregularity situations shall be borne by IndiGo.
Surface transportation:
 If surface transportation is arranged for part of the trip, e.g. due to a diversion, IndiGo’s supervision
is mandatory until the UMNR has been handed over to the parent / guardian at destination as
mentioned in the handling advice form
 The responsibility for the transport and well-being of the UMNR shall always stay with IndiGo, even if
the transportation in itself is arranged by other operator, e.g. bus, taxi etc
3- Page 3 of 46 17 May 2021

The Handling Advice Form
This is an illustration of IndiGo’s Handling Advice form:
Figure: - 03.02 UMNR Handling Advice
3- Page 4 of 46 17 May 2021

The Handling Advice form shall be updated with the following mandatory information:
Table: - 03.01 Handling Advice Information

Description of information To be entered by …..
UMNR family surname, given name, age, sex and language spoken escort or check-in agent
Travel:
 Departure/transit and arrival cities, flight No. and dates.  check-in
 Escort on departure (name, address, telephone number).  escort
 Escort at Transfer and/or Stopover point(s) (name, address,  escort
telephone number)
 Escort on arrival (name, address, telephone number).  escort
Name and address of escort, telephone number and date Escort
Signature of parent/guardian (escort). Escort
Issuing check-in agent’s name and department code, and child’s check-in agent
PNR number
From the time we accept the UMNR at departure and till the time we hand over the UMNR to the
parents/guardian at arrival, the staff must ensure that the UMNR is never left unattended at any
point.
3.2 Persons with Reduced Mobility
Introduction
This document contains authority and safety related rules and regulations for transportation of persons
with reduced mobility (PRM).
Definitions
Persons with reduced mobility (PRM):
 Persons whose mobility is reduced due to physical impairment (sensory or locomotors), an

intellectual deficiency, age, illness, or any other cause of disability when using transport, and
whose situation needs special attention.
 Once a customer with disability or reduced mobility report at the airport with valid booking and
intention to travel, the airline shall provide assistance to meet their particular needs and ensure
their seamless travel from the departure terminal of the departing airport upto the aircraft and
3- Page 5 of 46 17 May 2021
at the end of the journey from the aircraft to the arrival terminal exit, without any additional
expenses.
Note: The term PRM is a generic term used for any Customer who needs assistance, even if this
is only required on ground. PRMs should never be treated as medically ill patient.
 We shall not insist on medical certificate or special forms from persons with disability or reduced
mobility who wishes to travel without an escort and only require special assistance at an airport
for embarking/disembarking and a reasonable accommodation in flight.
 We may require medical certificate only when we have received information that the Customer:
a) suffers from any disease,

b) Who, because of certain diseases, or incapacitation may have or develop an adverse physical
condition
which could have an adverse effect during flight and on safety and emergency evacuation
procedures
c) Would require medical attention and/or special equipment to maintain their health during the
flights
d) There exists a possibility of medical condition aggravated during or because of the flight
e) Would be travelling in a stretcher or incubator
f) Needs medical oxygen during the flight
 Customers having any of the above mentioned conditions (a) through (f) shall produce medical
certificate from a qualified registered medical doctor stating that:
a) The Customer is capable of completing the flight journey safely without requiring
extraordinary medical assistance during the flight
b) Disease or infection would not under the present condition be communicable to other
Customers during the normal course of flight journey
c) Precautions that would have to be observed to prevent the transmission of disease or infection
to other persons in the normal course of flight journey
 Airlines may seek information from persons with disability or reduced mobility in the IATA Medical
Information Form (MEDIF) or Incapacitated Customers Handling Advice (INCAD) at the time of
booking, which will be used for the purpose of providing them special assistance and/or medical
clearance thereby ensuring their smooth travel.
3- Page 6 of 46 17 May 2021

Note: MEDIF and INCAD are standard forms used to organize any assistance or equipment required by
the persons with disability or reduced mobility during travel and to decide whether they are fit to fly. The
INCAD is typically completed by the Customer or his/her representative and the MEDIF is completed by
the doctor. Both the MEDIF and INCAD forms are valid for one journey (origin to destination
If Customers for any reason have to be offloaded, highest possible priority for transportation shall be
given to persons with disability or reduced mobility, including their escorts, if any
If carriage of guide dog is required in cabin, for the assistance of persons with disability or reduced
mobility. The guide dogs may be permitted in the cabin subject to the condition that they are properly
trained, remain on floor at the Customers feet, properly harnessed and vaccinated. Customers carrying
guide dogs shall be required to produce a written proof to the airlines that their guide dog has been
trained from appropriate institution, vaccinated and medicated. For further details on guide dogs please
ref Section 5.1
IndiGo allows carriage of assistive devices free of charge, any additional baggage subject to the
limitation of the aircraft.
Able-bodied assistant (Escort):

A person, at least 18 years of age, responsible for the comfort and well-being of a PRM during
embarkation/disembarkation, his/her general safety during flight and necessary evacuation assistance.
General rules
The following general rules apply:
 PRM are responsible for identifying their needs. Normally, this notification is given in connection
with the reservation. At any cost do not reject a PRM
 A PRM will have equal choice of seat allocation, subject to safety requirements (Reference: See
CHM 4.1 “Seating Restrictions”.)
 PRM and their assistive aids/devices, escorts and guide dogs including their presence in the cabin
cannot be refused transportation, provided such persons or their representatives, at the time of
booking and/or check-in for travel, inform the airline of their requirement.
 PRM if, declares independence in feeding, communication with reasonable accommodation,
toileting and personal needs, the airline shall not insist for the presence of an escort.
 A PRM shall always be provided necessary assistance who wish to travel alone without an escort.
Do not cause inconvenience to PRM’s due to lack of facilities
3- Page 7 of 46 17 May 2021

 Prior to flight, the Captain and Lead Cabin Crew member shall be informed about the total number
and seating of WCHC, MEDA, STCR, DPNA and BLIND/DEAF Customers by station personnel prior
to boarding.
 Some special categories PRM (e.g. MEDA/STRCR/ etc) must present a filled out MEDA Form, which
has been filled out at the time of reservation/Check-in and approved by Company Doctor.
 A PRM shall generally be boarded before, and disembarked after, all other Customers; i.e, PRM
should not be restricted from priority boarding/de-boarding.
 PRM shall never be denied for any special requests. In case of any doubts, the Company Doctor
must be consulted before taking any decision.
 PRM acceptance is done in accordance with Medical Passenger Travel Guideline available on
www.goindigo.in.
 In case the PRM’s health condition is not favourable for travel, the AOCS staff shall involve the
Airport Doctor and the Pilot in Command in decision making.
 In case it has been decided (with the Airport Doctor and/ or the PIC) not to accept the PRM
customer, the Airport Doctor must intimate the same in writing to the airline, quoting the exact
reason of non-acceptance
 The above letter shall be shared with the Customer Relations team by AOCS and the Customer
Relations team will issue a letter quoting the reason for non-acceptance as soon as reasonably
possible, depending upon the time of the day.
 In case of flight diversion or disruption, should the need arise to provide accommodation to
PRM customer, AOCS team must ensure (as far as practicable) that the accommodation is
disabled friendly
PRM Categories
The table below is a summary of the different Customer codes used to identify PRM:
Table: - 03.03 Customer codes used to identify PRM

Customer code Is Escort required? Is the number on board limited if unescorted?
BLND No 04
DEAF No 04
BLND & DEAF Yes N/A
DPNA Yes N/A
MAAS No No
MEDA See below for details Yes
STCR Yes N/A
3- Page 1 of 46 15 Jun 2022

Customer code Is Escort required? Is the number on board limited if unescorted?

WCHC See below for details 04
WCHR No 04 (total WCHR + WCHC must not exceed 4)
Note: N/A means “Not Applicable” since these categories always shall be escorted.
Reference: See CHM 3.8 “Medical Transportation (MEDA)”, for further information about MEDA.
Requirements for certain categories of PRM on board
PRM in need of assistance during an aircraft emergency evacuation requires an Escort and are limited in
number on board as specified above.
Generally, PRM do not need Escort.
Exceptions:
The following categories always require Escort:

Table: - 03.04 Escorts with PRM - Must
Category code Code Definition
BLND & DEAF PRM who is blind as well as deaf.
DPNA PRM with an intellectual or developmental disability needing assistance.
STCR PRM transported on a stretcher.
The following categories of PRM may require an Escort:

Table: - 03.05 Escorts optional with PRM
Category code Code definition
MEDA PRM requiring medical assistance on board aircraft or a PRM who is unable to
appropriately comprehend or respond to safety instructions from the crew.
WCHC PRM needing assistance to embark/disembark, and who need help to move about in the
aircraft by help of an on board wheelchair.
The escort requirements are as follows:
3- Page 2 of 46 15 Jun 2022

Table: - 03.06 Escort Requirement

Number of PRM on board with codes Escort requirements
MEDA or WCHC
1-4 Cabin Crew to provide evacuation assistance. No Escort is
required, provided that the below conditions are met. *
4 or more One Escort is required for each PRM above 4
* Up to 4 PRM of the categories WCHC and MEDA can be carried without Escort provided that:
1. The total number of unescorted WCHC and MEDA does not exceed the number of minimum cabin
crew.
2. The PRM is self-sufficient (i.e. capable of taking care of his/her needs on-board) or unescorted travel
has been authorized by Company Doctor or Captain.
3. The total number of unescorted WCHC, MEDA and UMNR does not exceed eight (8) on the flight.
Seating
Reference: See CHM 4.3 “Persons with Reduce Mobility (PRM)”.

Reference: See CHM 4.4 “Customers Requiring Extra Seat(s)”.
IndiGo Policy
 IndiGo has committed to adhere to any legislation or agreement that concerns the handling of
Customers with reduced mobility.
 IndiGo policy is that PRMs shall receive the same treatment as other Customers. The same rules
and deadlines for check-in and boarding apply, and also the same benefits and services. In no
case, the PRMs should be left unattended to find his/her way out.
 It is up to the Customer to give relevant information about his/her condition to the airlines at
the time of reservation or upon check-in at the airports.
 Every effort to meet the Customers’ needs must be made at any time and, with a few exceptions,
all special arrangements shall be free of charge.
Limitations for travel
3- Page 1 of 46 15 Jun 2022

A PRM must never be refused carriage, except when they cannot be safely carried and cannot be physically
accommodated.
As the term PRM is a generic term used for any Customer who needs assistance, the PRMs can be divided
into three main categories:
1. Those who always shall travel with an Escort.
- For example STCR, BLND and DEAF, DPNA.
2. Those who need assistance on ground and necessary evacuation assistance on board aircraft. The
evacuation assistance shall be given by Cabin Crew or an Escort. Limitations are set according to
number of minimum crew and aircraft type. For example WCHC, MEDA.
3. Those who need assistance on ground and limited safety assistance on board.
- No limitations of number on board, as long as seating restrictions are followed. For example BLND,
DEAF, MAAS, WCHR, WCHS
Reference: See CHM 3.2 “Persons with reduced mobility (PRM)”.
Flow of Information while accepting PRMs/ Wheelchair customers
The process for smooth and courteous handling of all PRM customers
End to End Process:
Call Centre:
Call Centre staff shall politely enquire the reason for a wheelchair request; questions to be asked are as
follows:
• I would require you to answer a few questions. This will help us provide you with the best
support and service.
• We would like to confirm if the traveller has a medical history. This would help the airport team
to provide adequate support. ( in case speaking to a third party ) or
3- Page 2 of 46 15 Jun 2022

Sir/Ma’am, please let us know if you have any specific medical condition that you would
want our airport team to take care of.
• Have you travelled by air earlier or has the customer travelled by air earlier?
• Will there be someone travelling along with the customer as a safety assistant?
(If travelling without an escort, refer to the ready reckoner and ask the following questions)
• To ensure that you face no issues in the aircraft we would like to ask you a few additional
questions. Can you independently :
• Fasten and unfasten the seat belt
• Take out and put on the lifejacket
• Leave the seat and reach to an emergency exit
• Put on an oxygen mask
Thank you for your support and cooperation
If any of the response to the above questions is a NO than we would let the customer know that he/she
will not be able to travel with us.
 After taking the request, the steps below must be followed:
 Correct code shall be updated by the staff (WCHR/WCHS/ WCHC)

 Seats to be offered to the customer
 Appropriate manifest comments should be updated in the PNR
 Mail to be sent by the call centre lead to the Airport manager and Customer Relations email ID
in case of any specific request stated by the customer, and the subject line of the email should
be ‘Special Assistance Alert’
 Airport to respond with a confirmation mail within 2 hrs.
 Call centre agent to communicate details through phone or email (customer’s choice) within 3
hours of receiving the request from the customer .MEDA cases which are not covered in the
“PRM Ready Reckoner” shall be consulted with Chief Medical Officer before finalising the
booking. Acceptance and closure to be given to the customer within 24hrs of receiving the call.
3- Page 1 of 46 15 Jun 2022

 Call Centre staff shall clearly yet carefully advise the customer or his/her relative that due to
similar wheelchair requests on simultaneous flights (post checking SSR details on the system),
the customer may have to wait at the airport.
 The information must be updated as a manifest comment on the customer’s PNR.
 Customer shall be advised to report at the “Special Assistance” counter at the airport.
If the customer confirms that he/she would be carrying his/her own wheelchair the call centre must
then advise:
• To print “Personal Wheelchair” carriage form from our Website.

• The customer shall fill up this form with clear instructions on how his /her wheelchair should be
dismantled and reassembled.
• The customer will be informed by the call centre agent, that the form needs to be handed over to
our check- in staff at the time of check-in .
• The first copy shall be given to the check-in agent by the customer for dismantling the wheelchair
parts.
• The second copy has to be retained by the customer and to be given to the arrival staff for
reassembling the wheelchair.
Figure: - 03.03 Personal Wheelchair Carriage form
• This format has been designed to assist customers and is not a mandatory travel document.
3- Page 2 of 46 15 Jun 2022

Figure: - 03.04 Screen Shot – Go Now
Manifest comments must contain:
1. Specific requirements
2. What has been advised?
3. What did the customer say?
4. Name/employee ID
5. If escalated – name of the manager/supervisor
• Please Note : Do not refuse travel to a customer in case they fail to carry a filled in copy of this
form or refuse to fill this up.(Update manifest comment)
You must remember:
• Our staff has to speak to the customer and understand his/her requirements.
• Always refer to the website.
• In case of further doubt call up Airport or HQ or escalate the call within 2 minutes to reduce
waiting time.
• Never ask the customer to call the airport to clear his or her doubt.
Reservations:
While making the reservation for a wheelchair user, our staff should politely enquire the reason for
a wheelchair request, and the questions to be asked are as follows:
3- Page 3 of 46 15 Jun 2022

• I would request you to answer a few questions. This will help us provide you with the best
support and service.
• Sir/Ma’am, please let us know if you have any specific medical condition that you would want
our airport team to take care of.
• Have you travelled by air earlier or has the customer travelled by air earlier?
• Will there be someone travelling along with the customer as a safety assistant (escort)?
(If No, refer to the ready reckoner and ask the following questions)
In order to assist you better, we would like to ask you a few additional questions. Can you
independently:

• Put on an oxygen mask
Thank you for your support and cooperation.
 After confirming from the customer / representative the nature of service required,
1. Add appropriate SSR code i.e. WCHR or WCHS or WCHC in the reservation.
2. Agent adds a detailed manifest comment
Manifest comments must contain:
1. Specific requirement
2. What has been advised?
3. What did the customer say?
4. If escalated – name of the manager.
• Check for any particular seat request, to keep the comfort level of the PRM in mind.
• Our staff to speak to the customer directly instead of accompanying customer in order to
his/her requirement.
• Always refer to the Website or a hard copy of the special/disability assistance hand out/booklet
before speaking to the customer
• In case of further doubt, call up iFly or Disability I Coach within 3 minutes of the conversation
3- Page 4 of 46 15 Jun 2022
On the Date of Departure:
(If the customer reports at the reservation for a ticket printout)
• Smile, greet as per the time of day and make the customer feel comfortable and welcomed
• Re-check for any other requirement
• Inform the Check-in Supervisor to send a helper/staff member to assist the PRM till the Check-
in counter
• Reservation staff to inform the customer that bringing the Wheelchair may take a few minutes.
(This is only to be informed, in case the counter staff advises a delay – the time committed to,
must be adhered to)
Floor walker:
• Must carry details of all PRMs booked for the day.

• Customer who needs special assistance should be proactively guided towards Special Assistance
counter.
• Must ensure that wheelchair reaches the customer on time at the reservation or curb side
• Our staff must be proactive in extending support to PRM customers especially at those airports
where a special assistance counter is not available.
Check-in briefing:
• Supervisor to brief the check in team on the total number of PRMs booked for the day.
• All special handling & important updates sent by HQ/CR/Call centre to be shared during the
briefing.
• Incidents/issues/complaints also to be shared (briefing time not more than 10 minutes).
• Must check log booking entry for all PRM handling cases
On the date of Departure: (If the customer reports at the check-in counter)
• Greet the customer, verify the WCHR / WCHC/WCHW code pre-reserved in Go Now and step
out, speak politely with the customer with disability.
• Inform the customer about the flight timings & reconfirm the seat previously reserved.
• If the seat was not reserved in advance, all efforts to be made to give a comfortable seat to the
PRM.
3- Page 5 of 46 15 Jun 2022
• Customer’s personal assistive device, if any, should be carefully packed in an IndiGo wheelchair
cover and tagged appropriately.
• In case of an electronic wheelchair ask the customer to fill the wheelchair handling form and
explain the form’s importance, if the customer is not comfortable, do not insist further. (It’s not
a mandatory document)
Affix the WCHR sticker on the boarding pass after the customer has been checked-in; inform the
customer that for a hassle free travel experience this sticker has been affixed. Kindly show your
boarding pass and this sticker once you reach the destination.
Figure: - 03.05 Boarding Card
If the customer carries an integrated travel document /Web checked-in boarding pass or has not
pre-booked a wheelchair and requests for it at check-in:
Our check-in staff shall

1. Affix the WCHR sticker
2. Update the manifest comment appropriately.
3. Help the customer get a comfortable seat if not pre booked
4. Get the form filled if the customer is using an electronic wheelchair (form is not mandatory)
5. If it is a last minute request, inform the customer the wheelchair might take a few extra minutes
(help the customer to be seated near the counter). Also make changes in the PNR by adding
3- Page 6 of 46 15 Jun 2022

appropriate SSR code (WCHR/ WCHC/WCHW) and add appropriate comments in details to ensure
correct details are captured for final SSR report to be handed over to Crew.
6. Advise customer to place his or her hand baggage on their lap.
7.In case of battery operated WCHC accepted at check-in, CLC to be informed by the check in
supervisor. Same to be included in the Supplementary Information of load & Trim sheet( for
notification to PIC).
Suggested verbiage: “Dear Sir / Ma’am, we shall do everything possible to expedite and arrange a
wheelchair for you however, the first priority is given to those who have pre-booked this facility’’
Kindly bear with us as it may take a few minutes. For your convenience we suggest, kindly pre-book a
wheel chair whenever you travel with us in the future.”
Security Hold Area
• PRMs must be assisted in the security hold area. In case of a side entrance or dedicated
entrance one should make full use of it.
• Assist wheelchair users in assigning a same-gender security agent who will perform the
necessary security checks.
• If a customer is using his own wheelchair, make a request to CISF for customer to use it till the
aircraft.
Boarding Gate / Aerobridge
1. Greet the customer; verify that the Wheelchair sticker is pasted on the boarding pass.
2. Special Assistance Request shall be printed and handed over to crew along with manifest for
every flight.
3. All wheelchair customers to be taken in coaches only. For airports where coaches are not
available, airports staff shall be extra cautious and take all necessary precautions while handling
wheelchairs.
This Special Assistance Report will trigger automatically on the respective station e-mail id 30 minutes
prior to departure.
Sample Report Special Assistance Report for Flight 6E 748: Date- 29-Sep-2021
3- Page 7 of 46 15 Jun 2022

Table: - 03.10 Special Assistance Report
At the RAMP
(Responsibility of the Departure Ramp supervisor)
• At RAMP, greet the PRM customer and check the sticker.

In case the customer is using IndiGo wheelchair the ramp supervisor has to ensure WCHC
customers are assisted in boarding by the help of two helpers and not just one.
• In case the customer is using his own wheelchair, then carefully assist the customer in moving
from his/her own wheel chair to the IndiGo aisle wheelchair.
Always ask the customer “How may I move you so that I don’t hurt you? “
• Place the customer’s personal wheelchair in an IndiGo wheelchair cover, affix a delivery at
aircraft tag (DAA) on the customer’s wheelchair and load the wheelchair separately in the
upright position in the cargo compartment to avoid any damage to it.
• Skipper to share Special Assistance Report along with Flight manifest with the crew .
• The lead cabin attendant shall ensure to take cognizance of PRM customers on the manifest in
order to keep this information ready for the arrival station.
• In case of step ladder boarding wheelchairs to be assisted in boarding by the help of 4 loaders.
Check-in Supervisor / Station Coordinator (Metros)
• Check-in Supervisor or coordinators where allocated separately to inform CLC the break-up of
WCHR, WCHS, WCHC and loading position of personal wheelchair/assistive device.
3- Page 8 of 46 15 Jun 2022

• Load & Trim officer, while sending the LDM to the down-line station must ensure to mention:
-Cargo hold location of the wheelchair.
-Total count of the customers with SSRS such as WCHR, WCHS, WCHC, BLND, DEAF, and DPNA.
Figure: - 03.06 LDM

Cabin Crew
Before Departure
After receiving the SSR Report, the lead will inform the seat numbers of PRM customers to aft cabin
crew. Zone wise briefing of PRM customers shall be conducted by R1, R2 and L2.
If the crew is in doubt, she should ask/analyse if customer is able to perform below mentioned functions
without help or any assistance:

Post evaluation of the PRM customer if the crew feels that the customer may not be carried on board;
this will be raised to the Skipper who can get in touch with the PRM group for direction.
Any additional request received by crew during the flight, should be transmitted to destination station
through ACARS.
Upon arrival of the flight:
3- Page 9 of 46 15 Jun 2022

The lead will inform the Skipper immediately on opening the door, the total number of PRMs who need
a wheelchair and the types including any additional requests (without prior sticker attached) requests
made on board.
Cabin Crew will help Skipper and / or helper in identifying them during deplaning process.
WCHR customers may disembark along with regular customer, if they wish to.
In case any additional request/requirements are made for a wheelchair are made during the flight , the
customer shall be informed that they would receive the wheelchair, however it might take a little extra
time as a wheelchair would be provided to the assigned customers first.
Suggested Verbiage: Dear Sir/ Ma’am, arrangement of wheelchair may take some time kindly remain
seated as outside temperature and weather conditions are not suitable to stand and wait for long.
Before Arrival:
 Arrival Supervisor to conduct briefings in regards to the actual number of incoming of

PRM/Wheelchair customers.
 Arrival staff to ensure the required number of helpers/staff is available (Must coordinate bay no.
with the Skipper)
 Arrival staff and Skipper to ensure incoming flight manifest/LDM is scanned carefully 20 mins
before arrival
Skipper at arrival to ensure:
• LDM is carried
• When the flight arrives, ramp supervisor must ask cabin crew the total number of
PRMs/Wheelchair and their location
• Personal wheelchair with DAA tag should be given to the customer at Ramp only and should not
be sent to arrival.
• R1 to personally monitor deplaning of wheelchair customers and each PRM should be
disembarked by two service providers and not one.
Note: At this stage there might be other customer also observing this process and they also may have a
wheelchair requirement due to various reasons i.e. high blood pressure, arthritis etc. At the time of
check-in they might have missed out on using the IndiGo wheelchair facility. During arrivals, they may
require similar assistance.
3- Page 10 of 46 15 Jun 2022
The boarding pass having a Wheelchair sticker is given priority for usage of wheelchair.
The boarding pass not having the wheelchair sticker will be advised to wait for the assistance during
deplaning as PRMs who have pre-booked this facility shall be given priority.
Suggested Verbiage: “Dear Mr …/ Mrs …Wheelchair arrangement may take a minimum of 15 to 20

minutes because of a large number of Wheelchair requests on this flight and other simultaneous
flights. I assure you that we shall do everything possible to expedite and get the wheelchair here.
However kindly bear with us in case of any unavoidable delay.“
At the arrival hall:
Staff must meet the customer once to ask them if they have any other requirement or would want to
share any feedback.
In case of an irate PRM customer
Politely take the customer’s contact number and inform Priority Service Help Desk at the Call Centre for
prompt service recovery.
Inform Shift Manager or PRM I Coach to meet the customer for apology and service recovery.
Update PNR with complete details of incident and send an email to Customer Relations
Arrival staff to ensure IndiGo wheelchair cover is removed and to be kept at station for future usage.
Table: - 03.12 FAQ’s
How will lead get to know about the total number Skipper shall handover the Special Assistance
of WCHR, WCHS and WCHC and other PRM Report to lead and verbally inform her on total
categories? number of PRM cases.
Skipper or Lead Cabin Attendant shall politely

advise customers to wait as first priority is given to
Pre booked WCHR, WCHS, and WCHC cases shall the customers who have prior booking of
get priority, what should I tell to those customers wheelchair. Suggestive verbiage is as follows
who ask for WCHR assistance after deplaning or ““Dear Sir/Ma’am, I will certainly arrange for a
while observing others being assisted? wheelchair for you. However, may I request you to
3- Page 11 of 46 15 Jun 2022
give us some time since all the wheelchairs are

currently blocked for customers who had pre-
booked it? For your future travel, you can also pre-
book a wheelchair while making your reservation.”
Departure Skipper with the help of Boarding Gate

or Ramp coordinator shall get information on total
number of WCHC, WCHR, BLND, DEAF, DPNA cases
from Boarding Gate as Boarding gate shall send him
What is Ramp supervisor’s responsibility in this SSR Report. Lead shall be verbally explained about
process? the same.
Arrival Skipper shall carry the copy of LDM and

shall keep sufficient number of wheelchairs ready,
their serviceability checked and service providers
also ready for efficient and smooth handling of
PRM cases.
WCHR stands for cases when a customer requires
a wheelchair up to the Ramp and he/she is capable
of walking up the Ramp or stair case.
What do we understand by WCHR and WCHC?
WCHC stands for cases when a customer is
completely immobile and cannot even get up
independently from a wheelchair and cannot shift
himself from wheelchair to his seat in the cabin.
During the entire PRM Handling process, staff should remain observant towards service providers also
and shall ensure that at any stage customers do not experience any discomfort, pain or inconvenience
for any reason.
3.3 Blind and/or Deaf Customer (BLND/DEAF)
Introduction
This document contains product and service related information about blind and/or deaf Customers.
General
3- Page 12 of 46 15 Jun 2022

Special attention shall be paid to blind and/or deaf Customer when informing Customer about delays or
irregularities, since they cannot read the information on monitors, signs or posters/hear announcements.
The assistance codes are used in the reservation and check-in systems and will automatically be included
in a service message in order to identify the Customer (s).
Blind or deaf:
The assistance codes are
- BLND or
- DEAF
Unaccompanied blind or deaf Customer who want assistance from check-in to arrival shall be assisted.
Blind and deaf:
A both blind and deaf Customer shall travel with an Able Bodied Assistant (Escort).
The assistance code is:
- BLND, with additional information in an SSR element in the PNR that the Customer is also
deaf.
No additional fees
No additional handling fees shall be charged. Handling of BLND and DEAF is always free of charge.
3.4 Meet and Assist (MAAS)
Introduction
3- Page 13 of 46 15 Jun 2022
This document contains product and service related information about Meet and Assist Customers.
General
The assistance code is used in the reservation and check-in systems and should automatically be included
in a service message in order to identify the Customer (s).
Definition
The code MAAS shall be used when there no other assistance code is applicable, for example for elderly
Customers, temporary injuries (i.e. broken legs) or any other cause of disability or for V.I.P/C.I.P
Customers.
Enquire about specific needs
It is important to enquire about the Customers specific needs, as the assistance code MAAS is very
unspecific.
The specific need shall be inserted in the free text area next to the assistance code MAAS in the Notes-
field. For example:
MAAS ELDERLY CUSTOMER NEEDS HELP AT ARRIVAL

MAAS CUSTOMER HAS BROKEN LEG IN PLASTER NEEDS HELP WITH CABIN BAGGAGE
No additional fees
No additional handling fees shall be charged. Handling of MAAS is always free of charge.
3.5 Customer Requiring a Wheelchair (WCHR/C/W)
Introduction
This document contains product and service related information about Customers requiring a wheelchair.
No additional fees
3- Page 14 of 46 15 Jun 2022

 No additional handling fees shall be charged of Customer requiring a wheelchair while travelling
out of India or on Indian domestic routes. However, Customers requiring wheelchair travelling
from international locations are subject to prevailing handling fee/charges.
 One wheelchair, on which the Customer is dependant, may be carried free of charge and shall be
checked-in along with the Customers checked baggage.
 Customers travelling with their own folding wheelchair or assistive device may be allowed to carry
the same in Customer cabin subject to availability of space
 If the Customer prefers to use their own wheelchair within the airport, they should be permitted
to use it up to the aircraft door. Wheelchairs and other assistive devices checked-in shall be
delivered as close as possible to the aircraft door within shortest possible time.
 IndiGo doesn’t Provide AOXY (Airline supplied OXYgen).
Note: Customers who are dependent on an electrical wheelchair may bring an additional manual
powered wheelchair. No extra charges shall be charged for the two wheelchairs upon check-in.
Assistance codes
When requesting assistance for a Customer needing a wheelchair, one of the following codes shall be
used:
Table: - 03.13 Assistance Codes
Code Definition
WCHR (ramp) Customer requiring wheelchair for distance to/from Aircraft, i.e. can ascend/descend steps
and make own way to/from cabin seat, across ramp, along Customer loading bridges or
to/from mobile lounge, as applicable.
WCHC (cabin) Customer completely immobile i.e. requires wheelchair to/from aircraft or mobile lounge
and must be carried up/down steps and to/from cabin seat.
Note: The WCHC & WCHR inventory (both combined) in Go Now is limited to 4 for A320 ,2 for ATR 72-
600 and 5 for A321.
Equipment code
When requesting assistance for a Customer needing a wheelchair, one of the following IATA codes shall
be used:
Table: - 03.14 Equipment Codes
Code Definition
3- Page 15 of 46 15 Jun 2022

WCBD Wheelchair with dry cell batteries
WCMP Wheelchair, manually powered
WCLB Wheelchair with Lithium ion Battery
The equipment codes are normally used together with one of the assistance codes. However, the
equipment code may be used without the assistance code. This means that a Customer brings a
wheelchair only as checked baggage, and not for personal use. In such cases normal excess baggage rules
apply.
Precaution while Handling Wheel Chair Customers
 Also all loaders allocated for Wheelchair should be sensitized for the handling of Wheelchair
Customers. They should never be asked to hurry as it can cause an accident resulting in injury to
the Customer. At no given point should the loaders be running or even walking fast while pushing
the Wheelchair.
 One must always ensure to put the safety harness while using AISLE Wheelchair. Also, while
getting the Wheelchair down the ramp/slope, the loader must turn around the Wheelchair and
come backwards to avoid the Customer from tripping forward which may result in falling of
the Customer from the Wheelchair.
 Special care should be taken while boarding a WHCR into the Customer coach, this must always
be done strictly under supervision of IndiGo staff.
 Customers hand baggage must never be kept on the footrest of the Wheelchair as it may result in
tipping of the Wheelchair towards the front which may cause injury to the Customer.
 Wheelchair Customers whether travelling alone or otherwise must always be escorted by IndiGo
outsourced man-power. At no given point, the Wheelchair must ever be left unattended.
 Loaders must also be briefed to be extra careful while lifting the Customer from the Wheelchair
to the aircraft-seat or vice-versa as improper handling may cause injury to the Customer.
Managing Wheelchair Needs

To set clear customer expectations when they are requesting for a wheelchair 48hrs prior to the
schedule time of departure and the inventory is not available
Call Centre:
3- Page 16 of 46 15 Jun 2022

 When customer calls the call centre requesting wheelchair assistance, agent shall check if the
WCHR/C inventory is available or not.
 In case sufficient inventory is available, agent shall continue to book the wheelchair as per
current process.
 In case inventory is not available, agent shall give the option to move the customer to next
available flight with sufficient inventory.
 In case customer does not agree to change the flight, Supervisor shall assign WCHW SSR and
inform the customer that the wheelchair request has been taken as waitlist and is not a
confirmation of the service and shall only be confirmed at the check-in counter on availability.
 Customers must also be informed that there are chances of high wait time and/or might be
required to travel without a wheelchair facility.
 WCHW – Wheelchair Waitlist is an SSR that shall be available with airports and call centre to
assign. Only XX ids shall have rights to assign this SSR, however check-in shall be allowed in all
roles. Please note WCHW shall not have any upper limit as of now. This SSR must only be
assigned after the WCHR/C inventory is consumed in Go Now.
 Call centre will no longer make any phone calls or send emails to the airports seeking their
consent
At the Airport
When a customer with WCHW SSR reports at reservation:
Reservation counter
 Check if WCHR/C inventory is available (there might be a cancellation that could have freed up
the inventory)
 If yes, add WCHR/C SSR and delete WCHW SSR
 In case a customer with a disability requests for a wheelchair, the same is to be provided.
(Manifest comment to be updated)
 If no, give them an option to travel on alternate flight having sufficient WCHR/C inventory. This
shall be at no additional cost
 If the WCHW customer accepts the new flight, make the changes and provide the customer with
the new itinerary (remove the WCHW code and add WCHC/R)
 If the WCHW customer does not accept the new flight, inform the customer that they are on a
waitlist and that they would need to check with the check-in supervisor for an availability basis
last min cancellations
 Reservation staff to inform the check-in supervisor about the WCHW customer along with their
details (PNR no. and flt details)
3- Page 17 of 46 15 Jun 2022
Check in
 Incase the customer reports directly to the check in counter and requests for wheelchair. Staff
to check the SSR code
 If the code is WCHW
 Check if WCHR/C inventory is available (there might be a cancellation that could have freed up
the inventory)
 If yes, add WCHR/C SSR and delete WCHW SSR
 If no, give them an option to travel on alternate flight having sufficient WCHR/C inventory. This
shall be at no additional cost. Direct to customer to meet the supervisor for more details.
 Must ensure that the customer has been checked in If the supervisor decides to offer the
wheelchair service, counter staff ensure that wheelchair sticker (yellow has been placed on the
boarding for identification)
Supervisor/Manager
On receiving information from the reservation or check in staff, supervisor must meet the customer
Offer the alternative flight option
If the WCHW customer does not accept the new flight, inform the customer that they are on a waitlist
and that they would need wait till counter closure time. Assist the customer to find a place to sit
Share the details with a floor walker to keep the customer posted
Before providing the wheelchair: The following details must be looked into
 Check inventor availability basis the wheelchair report and provide the service if possible
 The wheelchair would be provided first come first serve basis
 If spare wheelchair and/or helper is not available, customer must be politely refused citing the
wait-listing policy. PSHD must be informed for immediate service recovery
 The PNR needs to be updated- with complete details
 Incase service is provided, skipper/boarding team/CLC – must be informed
 Must ensure that the customer is checked in and BMA, gates and the skipper is informed about
their baggage to be loaded last, in case they decide not to travel at the last min)
3- Page 18 of 46 15 Jun 2022

Boarding gate
Priority boarding for all special assistance customer, ensure to board all customer with yellow stickers
only (Share seat no and coach details with the skipper)
Skipper
Skipper to also inform CLC about accurate number of WCHC, WCHR & WCHW
CLC
Must update the LDM
Share an email with the down line station – arrival team
Helper
To provide assistance to yellow wheelchair sticker customer (Must be briefed by the arrival team)
In case a customer with a disability requests for a wheelchair, the same is to be provided.
Cabin crew, Departure & Arrival Airport must ensure that all given times the confirmed wheelchair
requests are serviced first (Details would be available on the manifest and SAR report)
Arrival Station
 Upon arrival if there is a wait to service WCHW cabin crew must also cite the same reason
mentioned above
 Arrival to give the detail to the ramp team
 Skipper to also carry the LDM before managing the flight
Process for handling battery operated wheelchair
At the Airport
Once the customer reports with a battery-operated wheelchair. Check-in staff/Supervisor to ask the
following questions
 If the customer wants to check-in his wheelchair at the check-in or travel with it till the aircraft
 Information about battery type, rating, number of batteries and if the battery is removable
 If the battery can be removed from the wheelchair, if yes, the customer to guide the service
partner/floor walker in dismantling the battery and storing it in the wheelchair or outside –
depending on the wheelchair type and design
3- Page 19 of 46 15 Jun 2022

 All information must be updated on the PNR

 Staff must inform the customer of the following
a. Insulation tape would be used to seal the battery terminals. (Tape to be provided by
MOD)
b. Taping to be done as per manufacturers instruction (if the customer is aware) or taping
to be done to secure it under customers supervision
c. The process of removing the battery and seal it would be done in front of the customer
to avoid any claims. (under customer guidance)
d. If the battery is being removed – Depending on the type of battery it would be kept in
the cargo compartment or carried by the customer
 Supervisor to inform Skipper to ask engineering team or cargo team for a retainment device.
 Also email to be sent to the downline station to send it back on the next flight, copy the
concerned department for smooth coordination
 If the customer wants to travel on their wheelchair till Aircraft: This would only be as per airport
security guidelines
a. A helper would assist the customer till the security hold area where the CISF would need
to check the wheelchair and the customer might have to shift onto our wheelchair
during the check.
 CLC/ Load controller shall mention about the battery-operated wheelchair and its location in the
SI column of load sheet
 In case customer has to receive his wheelchair at the arrival hall, arrival staff under the
customer supervision to attach the battery and check the functionality of the wheelchair
 Battery being connected needs to be done In front of the customer to avoid any damage
Reference : See IATA DGR 2.3 and Section 2.19 of IndiGo DGM for further information and details
regarding acceptance of battery powered wheelchair
3.6 Customer Requiring an Extra Seat (EXST)
General
Reservation can be made for an extra seat due to physical dimensions or for personal comfort.
The Customer is always charged for the extra seat.
Leg space
A Customer may request a seat with extra leg space. IndiGo offers seats with extra leg space on all type
of its aircrafts as shown in the table below.
Type of Aircraft XL Rows
3- Page 20 of 46 15 Jun 2022

ATR Rows 1 & 2

A320 Rows 1, 12 & 13
A321 Rows 1,17,18 & 27
Double Seat & Triple seat Service
Kindly refer sec 4.4 Persons requiring Extra Seat(s)
Voluminous (obese) Customers
When a Customer cannot sit in one seat, reservation and use of two seats is permitted on chargeable fare
basis except seats on Emergency exit rows and First Row, where armrests are not movable.
Personal comfort
A Customer may request an extra seat for personal comfort. This is not considered as a PRM, and no
assistance shall be provided.
3.7 Disabled Customer with Intellectual or Developmental Disability Needing Assistance (DPNA)
Introduction
This document contains product and service related information about DPNA Customers.
Definition
A DPNA is a Customer with an intellectual or developmental disability needing assistance. A DPNA shall
always be accompanied by an Escort.
No additional fees
No additional handling fees shall be charged. Handling of DPNA is always free of charge.
3.8 Medical Transportation (MEDA)
Introduction
3- Page 21 of 46 15 Jun 2022
This document contains product and service related information about MEDA Customers.
Definition
Medical transportation is applicable for Customers whose medical conditions demand different degrees
of assistance and/or escort at embarkation/disembarkation and/or during the flight, such as Customer:
 with broken/plastered legs,

 on stretchers/in incubators,
 who are infected with contagious diseases, or
Transport requests
To make a booking for a Customer to be carried by stretcher, requests need to be placed through IndiGo
call centre (on 9910383838 or Toll Free 0124 6173838) no later than 48 hours prior to the scheduled
departure of the flight. Customer to take the print out of the IndiGo medical form, available on
www.goindigo.in, and have it filled out by his/her physician and to be faxed to the call centre prior to the
booking. Based on an assessment conducted by IndiGo’s internal physician, a booking confirmation will
be communicated to the Customer within 24 hours of receipt by IndiGo of the fax. The applicable charge
will be for 9 seats at the prevailing fare, plus a handling fee as applicable. IndiGo shall not book stretcher
on ATR 72-600 flights.
Handling of Stretcher at airport:
 OCC to ensure, for Airbus A 320, seats 28ABC, 29ABC & 30ABC are blocked in Departure Control
System on all affected legs. AOCS to ensure these seats are not released for check-in.
 OCC to ensure, for Airbus A 321, seats 35ABC, 36ABC & 37ABC are blocked in Departure Control
System on all affected legs. AOCS to ensure these seats are not released for check-in.
 IndiGo shall not book stretcher on ATR 72-600 flights.
 OCC to coordinate with engineering in advance for installation of stretcher.
 AOCS skipper to be briefed about the stretcher movement and must remain utmost focussed to
ensure hassle free experience.
 AOCS to notify the cabin & cockpit crew.
 AOCS to establish contact with the accompanying customer well in advance.
 AOCS to ensure all logistics such as airport ambulance, intimation to / clearance from Security
agencies, AAI etc. is done in advance. The airport ambulance must be kept ready before the
customer reaches the airport.
3- Page 22 of 46 15 Jun 2022

 Customer ramp must be aligned at rear customer door in advance. For movement of stretcher
only customer ramp or ambulate must be used.
 In case of aircraft swap AOCS staff to coordinate with OCC / Engineering to protect the reservation
of stretcher customer.
The MEDIF form
Medical Information Form (MEDIF) is a standardized form for medical clearance and handling. The
information in the MEDIF is used by Company Doctor to decide whet whether a medical transport can
be accepted or not.
The form contains confidential information, which may not be revealed to unauthorized parties and
involved personnel are obliged to observe complete and absolute discretion. The form shall be kept with
the ticket for possible use during the flight.
3.9 VIP/CIP/SIP Customers
Definitions
Definition of terms:
 VIP is Very Important Passenger.

 CIP is Commercially Important Passenger.
 SIP is Socially Influential Passenger.
Policy
Customers who are VIP/CIP shall be rendered all possible assistance while traveling with IndiGo.
Information to the Captain
In order to enable the Captain to render personal attention when required the following categories of
VIP/CIP shall be recorded:
 Heads of States
3- Page 23 of 46 15 Jun 2022
 Persons of high official (such as Speakers of Parliament, Cabinet ministers, Members of Parliament
Ambassadors etc )
 Other VIP/CIP/SIP as advised by selling office or at the Company’s discretion.
Process :
1. Member of Parliament or their protocol officer shall contact Nodal Officer/ Shift In charge at
respective Airport.
2. Manager on duty shall arrange to assign the seat and issue Boarding Card for Member of Parliament
and get the Check-in process completed including baggage addition as the case may be.
3. Boarding Card shall be handed over to Protocol Officer or to the Member of Parliament seated in
Reserved Lounge.
4. Appropriate comments should be updated in respective PNR.
Note: Loader assistance, premium seats, excess baggage waiver, Meet and Assist etc. facilities are not
part of SOP and shall be extended discreetly as per approval from Airport Manager and above.
Special arrangements
VIP/CIP requires special attention and it should be considered if special arrangements are to be prepared.
3.10 Pregnant Customers
Rules
The following rules apply:

Table: - 03.15 Rule for Pregnant Customers
Type of Allowed to Travel Restriction Additional Documentation
Pregnancy travel
Single & Up to 36 weeks Not allowed to travel Fit to Fly certificate from the treating
Uncomplicated if pregnancy has obstetrician dated not more than 7
advanced beyond 36 days before the date of travel is
weeks.
3- Page 24 of 46 15 Jun 2022

required only if the pregnancy is

between 33rd & 36th week.
Multiple & Up to 32 weeks Not allowed to travel Fit to Fly certificate from the treating
Uncomplicated if pregnancy has obstetrician dated not more than 3
(Multiple means advanced beyond 32 days before the date of travel is
twins, triplets weeks. required only if the pregnancy is
etc.) between 28th & 32nd week.
Complicated Up to 32 weeks Not allowed to travel Fit to Fly certificate from the treating
if pregnancy has obstetrician dated not more than 3
advanced beyond 32 days before the date of travel is
weeks. required only if the pregnancy is
between 28th & 32nd week.
In addition, medical clearance is given
by the company doctor who will
discuss the case on an individual basis
with the customer’s doctor/or will
check all the medical documents of
the customer (pregnant lady) in case
treating obstetrician is not
contactable.
The policy and process of carriage of expectant mothers is same in A320, A321and ATR 72-600 flights
3.11 Unruly Customers
Unruly behaviour could be the result of an event of unsatisfactory service or condition or an effect of a
series of such built-up events.
IndiGo’s staff should observe early signs of potential unruly behaviour to avoid any escalated situation. It
is pertinent that we focus and act on these early signs, rather than dealing exclusively with escalated
events. At no stage, should any IndiGo staff, show discourteous behaviour during redressal of genuine
passenger issues.
The first endeavour of IndiGo staff shall be to de- escalate the situation and prevent it from going out of
hand. All techniques taught training like – Managing emotions, Empathy, the power of Sorry and service
recovery techniques must be employed at suitable times, to mitigate any aggravated situation.
3- Page 25 of 46 15 Jun 2022

This section defines the processes and IndiGo’s actions, thereby ensuring the highest level of courtesy and
security whilst dealing with passengers and the process to be followed while handling unruly passengers.
Process:
I. The CAR section 3 series M part VI, issued by the DGCA on the subject- Handling of unruly passengers,
hasspecified different levels of disruptive behaviour. Enlisted below are suggested course of action for
effective handling of a passenger based on the levels of unruliness demonstrated by such passenger:
(i) Level I - Unruly Behaviour (physical gestures, verbal harassment, unruly inebriation etc.)
S. No. Passenger Action Staff Response

1. Indulges in verbal assault, displays unruly inebriation, The ground personnel or
makes unacceptable physical gestures. supervisor shall take the
passenger aside and try to
2. The passenger is aggressive and fails to show due defuse the situation. The
consideration to other passengers and/or staff. passenger should be asked to
comply with the rules. If the
3. He/she disregards the rules or objects to them. passenger continues to
maintain a disruptive behaviour,
see category 2 set out below.
Level 2 - Physically abusive behaviour (pushing, kicking, hitting grabbing or inappropriate touching or
sexual harassment etc.)

1. The passenger repeatedly refuses to comply with The passenger should be taken
the rules. aside, preferably by a supervisor,
and be informed that his or her
behaviour is not as per acceptable
norms.
2. Passenger gets aggressive and physically violent, The passenger must be informed of
and it is very difficult to reason with him/her. the requirements concerning air
travel. If the passenger accepts the
requirements, and boards the
aircraft, the ground staff will brief
the lead crew and PIC of the
3- Page 26 of 46 15 Jun 2022
occurrence on ground involving such

passenger.
3. Indulges in inappropriate touching or sexual Should the passenger's behaviour or

harassment. condition be such that continued
boarding may jeopardize the safety
of the passengers and that of the
aircraft, the supervisor may deny
the passenger boarding, in
accordance with the relevant
provisions of the Conditions of
Carriage (“COC”).
(iii) Level 3 Life threatening behaviour (Damage to aircraft, physical violence, murderous assault or breach of
flight crew compartment.

1. Displays a conduct or indulges in severe physical Deny the passenger boarding in
assault, is perceived to be dangerous to the fellow accordance with the relevant
passengers, to the crew and/or to the aircraft provisions of the COC.
itself.
2. Causes a breach/ or tries to breach the cockpit. If the passenger becomes too
difficult to handle, contact security
or police for assistance.
Notes:
1. For the cases where police complaint or FIR is required to be filed against an unruly passenger in certain
cases (For Example- sexual harassment, acts of violence etc.), written statements from the concerned staff
of IndiGo should be taken.
2. Instances of passengers posing a threat to flight safety or security of fellow-passengers or operating crew
of a flight shall be reported to the following:
(i) Airline security official (Director Security, email ID: Unruly.PassengerReport@GOINDIGO.IN )
3- Page 27 of 46 15 Jun 2022

(ii) Station House Officer (SHO) of the concerned airport police station.
(iii) Central Industrial Security Force (CISF)
(iv) Directorate General of Civil Aviation
(v) Bureau of Civil Aviation Security (BCAS)
(vi) Airport Operator of the concerned airport.
Arrival of the aircraft
In case of unruly passenger on board, during flight –
1. The arrival station shall be informed prior to arrival, and the security personnel shall be present upon
arrival of the aircraft to meet such passenger(s).
2. The supervisor’s decision will be in accordance with the relevant policies of the Company and gravity of
the circumstances.
3. All details should be passed to the police and/or relevant security authority, who will then make the
necessary arrangements to interview the passenger(s) upon their arrival. This will allow the police to
obtain statements of evidence from crew members involved without disruption to the flight schedules.
Preparation of reports
Appropriate reports should be completed by both ground staff/personnel and operating crew.
Training
Above procedures shall be covered in the respective trainings for all employees (i.e. Customer service and
Security).
The Intoxication Policy states that IndiGo:
 Shall not permit any person to enter any IndiGo’s operated areas under the influence of alcohol or
drugs as he/she may cause discomfort or make him/herself objectionable to other Customers.
 Shall not permit any person to enter an aircraft under the influence of alcohol or drugs that may
endanger safety of the aircraft or its occupants or may cause discomfort or make him/herself
objectionable to other Customers.
3- Page 28 of 46 15 Jun 2022
Personnel support and cooperation
In situations where it has become necessary to take action to prevent, handle or even deny an already
unruly Customer, IndiGo will support any such decision made by the personnel.
It is important to bear in mind that, when dealing with Customers that for one reason or another have an
unusual behaviour, staff must always show great tact and behave in a correct manner.
It is also of utmost importance that staff communicates and keep each other informed of any unusual
behaviour on part of a Customer. If in doubt whether a Customer should be accepted to board the aircraft
or not, always consult the Captain and Lead Cabin Crew member for final decision.
3.12 Persons in Lawful Custody
General
Transports involving persons in lawful custody shall be handled by station management/authorized

station staff only.
Reference: See IndiGo Security Programme
Seating
Reference: See CHM 4.6.
3.13 Inadmissible Customers (INAD) and Deportees (DEPO)
General
Transports involving inadmissible Customers and Deportees shall be handled by station

management/authorized station staff only.
INAD
A Customer who is refused admission to a State by authorities of that State, or who is refused onward
carriage by a State authority at a point of transfer, e.g. due to lack of a visa, expired passport, etc.
Categorization of INAD:
3- Page 29 of 46 15 Jun 2022

There are three general categories of INAD Customers
 Improperly documented Customers

 Fraudulently documented or undocumented Customers
 Other Admission refusals – states often refuse admission to persons who are in possession of all
documents and who appear to the operating carrier to meet all other conditions for entry.
Reasons for such refusal may include, for example, lack of funds, information contained in a
State's border control database, and/or other pertinent factors.
DEPORTEE
Definition - Is a person who has been legally or illegally admitted to a state by its authorities, or has to be
transported for legal reasons at some later time as formally ordered by the competent authorities to leave
that state, or who has applied for an asylum and is transferred to the State, or is transported as per Dublin
Convention
Seating
Policy
As per IndiGo Security Programme
Inadmissible customer facilitation

1. At the airport where customer is declared inadmissible, Immigrations shall notify IndiGo regarding any
inadmissible customer in writing as soon as possible.
2. IndiGo shall take the responsibility of facilitating the departure of the INAD customer to any country
(where he may have commenced his journey, or, another country of the customer’s choice where he
would be admissible) check Timatic, consult Immigrations and seek customer consent.
3. It shall be IndiGo’s responsibility to ensure this customer leaves from the country where he is INAD on
the first available flight either on IndiGo or OAL in absence of an IndiGo flight.
4. The customer should be advised of the cost of his onward travel to pay for the same. However, in case
the customer does not have the financial ability, IndiGo will incur the cost for his onward travel.
5. While the customer is in transit, appropriate meals and refreshments to be provided.
6. In case of inadmissibility due to travel agency error or negligence, Airports are required to send details
of such customers to Finance on monthly basis for them to recover the cost from travel agent.
3- Page 30 of 46 15 Jun 2022

7. Arrival and departure stations must coordinate and attempt to recover the cost of the travel from the
customer, however, at no point should the customer travel documents be withheld for recovery of the
cost. It is illegal to withhold Passports / CDC’s or any government issued travel documents.
3.14 Armed Bodyguards/Sky Marshals
General
Transports involving armed bodyguards, SPG / OSDs with weapons and Sky Marshals shall be handled by
station management/authorized station staff only.
Reference: See IndiGo Security Programme.

Seating
Policy
As per IndiGo Security Programme
3.15 Crew
Definitions
IndiGo’s crew is defined as:
 Crew, active: Crew with flight duty on current flight. No flight ticket is required.
 Additional Crew Member (ACM): Crew traveling to or from their duty station as Customers (with
All Airport Pass), to take up or terminate their flight duty.
 Crew, dead headed (DHC): Crew traveling to or from their duty station as staff on duty (with a
ticket), to take up or terminate their flight duty, and are holding booking in the reservation system.
Check-in
 IndiGo’s ACM will be handled like normal crew, provided that they are holding All Airport Pass and
their names are reflecting on the Crew Manifest sent to the respective station by Crew Scheduling.
 IndiGo’s Dead headed (DHC) crew shall be checked-in like any other Customer.
 CREW SSR will be displayed in the PNR as identifier
Seating
3- Page 31 of 46 15 Jun 2022

3.16 Customers travelling under ‘Staff Leisure Travel’
Definition:
Customer whom IndiGo HR has authorised to travel under ‘Staff Leisure Travel’ (SLT). Customers
travelling under staff leisure travel are mandatorily required to perform a web-check-in and report at
the airport.
3- Page 32 of 46 15 Jun 2022

SEATING Issue 9 Revision 0
4 SEATING
4.0 Seating General
Introduction
This document contains general safety related rules and regulations for seating of Customers.
Definitions
A320
Emergency Exit Areas (EEA): Refer Fleet Characteristics, Section 1.6
 Exit rows : 12 and 13
Figure 04.01 Aircraft Seating Layout of A320
Figure 04.02 Emergency Exit Row Seats in A 320
ATR 72 – 600
Exit rows : 1 and 2
4-Page 1 of 12 17 May 2021

Figure 04.01A Aircraft Seating Layout of ATR 72-600
Figure 04.02A Emergency Exit Row Seats in ATR 72-600

A321
Exit Rows 222 Seater: 17,18 and 27

Exit Rows 232 Seater : 18,19,28 BCDE and 29
Figure 04.01B Aircraft Seating Layout of A321
General
Criteria of selecting customers to be seated on Emergency Exit Area (Rows)
 Should not be less than 15 years of age.

 Should have the capacity and willingness to perform the applicable functions without
the assistance of others in case of an emergency.
 Should be able bodied, able to read and understand instructions in English or Hindi
related to emergency evacuation provided by the operator in printed, handwritten or
graphic form or the ability to understand oral crew commands.
4-Page 2 of 12 17 May 2021
 Should not be potential threat or obstruct evacuation of others on board (customer

must be profiled and shall be ascertained that he/she is not under the influence of
alcohol or other intoxicative substances)
 Should be willing to operate emergency exit in case of an emergency.
See section 7.0 & 8.1 for process of assigning and ensuring compliance of DGCA CAR Section 2, Series O,
Part VII
Seating of infants & children
Customers traveling with infants, children and UMNR must never be seated on the Emergency Exit. Also,
while doing pre-seating/allocating seats for families travelling with infants and children, please ensure
they are NOT seated on below mentioned rows:
 Row no. 1 & 2 on ATR 72-600 as these are Emergency Exit rows.
 On A320 we shall have 1 row in every 3 row as an infant free row. Hence, the infant free rows
shall be 1, 2,3,8,12,13,17,21,25 and 29 on each aircraft.
 On A321(222,232 Seater) we shall have 1 row in every 3 row as an infant free row. Hence, the
infant free rows shall be 1,2,3,7,11,15,17,18,22,26,27,31,32,33,34,35,36 and 37 on each aircraft.
Customers with seating restrictions

The following Customer categories have seating restrictions and shall therefore never be seated in the
Emergency Exit Areas (EEA) or on vacant crew seats:
 BLND, blind Customers (specify if accompanied by Seeing Eye dog).
 CHD, children (for seating purpose, not below 15 years of age)).
 DEAF, deaf Customers (specify if accompanied by hearing aid dog).
 DEPU/DEPA, deportees with/without escort.
 DPNA, is a Customer with an intellectual or developmental disability needing assistance.
 EXST, Customers requiring an extra seat.
 INAD, inadmissible Customers (Customers not permitted to enter the country).
 INF, infants.
 LANG, language (Customer not understanding either Hindi or English language).
 MAAS, is a Customer needing assistance to/from aircraft.
 MEDA, Customers requiring medical assistance,
 PETC, Customers with a pet in cabin/service animal.
 STCR, Customers requiring a stretcher.
 UMNR, unaccompanied minors.
 WCHR/WCHS/WCHC, Customers requiring wheelchair.
 Expectant Mothers.
4-Page 3 of 12 17 May 2021

In order to avoid any problem of re-seating in the Aircraft after boarding, the exit row seats should be
allotted to customers (either at Airports or while customer does a self-check-in through website) who
can perform the functions and willingness of customer is obtained before allotting exit seat to them
at the time of check-in.
Advance Seat Reservation (ASR)
Advance Seat Reservation (ASR) gives the Customer the choice of selecting a specific seat on board the
aircraft already at the time of reservation. The ASR should be done in advance for all V.I.P and/or C.I.P
Customers. While all the XL seats are chargeable, seat 1A has been kept under airport control to cater last
minute requests of VIPs/CIPs etc. 1A seat shall only be assigned by the departure airport. If any other
airport requires seat 1A for flight departing from some other airport, consent from respective APM / Dy.
APM must be sought in advance.
Staff travelling on Leisure (under SLT fare) are not allowed to do advance seat reservation. They are also
not allowed to be seated on rows 1, 12 & 13 on A320 aircraft, 1, 17, 18, 27 & 29 aircraft on A321 and on
row 1 & 2 on ATR aircraft. They shall be allowed to be seated on these rows only after all revenue
customers have checked-in or staff has made the payment for such seat/s.
Pre-Seating
Pre-seating means that Customers booked on flights should be assigned seats in advance by the check-in
agent.
 The pre-seating should be performed ideally 12 hours before scheduled time of departure or as
per the local station requirement.
 The pre-seating should prioritizes Customers with special needs and who have requested
assistance and Customers traveling together in parties so that they receive seats in the permitted
area and, to greatest extent possible, receive seats together.
 Customers who are pre-seated can change their seat in the IndiGo Self Service Kiosks.
 A check-in agent can also perform a manual seat change at the airport.
The following Customers will not receive a pre-seating:
 Customers, who are already checked-in.

 Customers holding an ASR seat.
 Customers that have a pre-reserved seat by other means.
 STCR Customers.
 Customers travelling under SLT fare
4-Page 4 of 12 17 May 2021
 Staff on duty travel
Non-reclining seats
On certain aircraft types some of the seats have no or reduced recline. For comfort reasons they shall not
be allocated until all other seats are allocated. If used, the Customer must be informed about the limited
comfort.
 ATR : All seats are non-reclining

 A320 : Rows 11,12 (extra leg room) and 30 on a 180 seater
 Rows 11,12 (extra leg room) and 31 on a 186 seater
 A321 : Rows 16 and 17 (222 seater)
Rows (232 seater)
Preparation of seat plan
Sometimes it is necessary to prepare a flight by blocking and pre-seating certain seats for specific
Customer categories, e.g. during manual check-in etc. The table below shows how to ensure an efficient
and smooth seating phase:
Table 04.01 Seating Phase

Step Action
1. Check and secure the manual seat plan.
2. Check if seats or sections should be blocked for:
 WCHS/R/C, UMNR etc.
 Stretcher arrangements.
 Balance conditions.
 Flexible seats, etc.
 Customer stated in transit manifest.
3. Check PNL, if applicable, and mark out seats according to seat wishes.
4. Open the flight for check-in.
Mandatory Seat (Emergency Exit) Occupancy
 For flights operating on A320 station staff to ensure that one of the seats on row 12 and 13
(each side of aisle) must always be occupied.
4-Page 5 of 12 17 May 2021

 For flights operating on ATR 72-600 station staff to ensure that one of the seats on row 1 and 2
(each side of aisle) must always be occupied.
 For flights operating on A321 station staff to ensure that one of the seats on row 17, 18 ,27 and
29 (each side of aisle) must always be occupied.
Refer 7.0 & 8.1
Seats offering Extra Leg Space

IndiGo offers extra leg room seats on row no 1, 12 and 13 on A320 aircraft, rows 1, 17, 18 and 27 on A321
aircraft and rows 1 & 2 on ATR 72-600. It is recommended that that extra leg room seats shall preferably
be assigned to following Categories:
1. Corporate Customers
2. CIPs/VIPs
3. Cockpit crew on duty.
4. Executive Board member of the company and their family members
The above categories of customers can also be offered 1st row seats, subject to availability.
4.1 Infants (INFT)
 Infant shall be seated with an adult travel companion. Maximum of one infant is allowed per
adult.
 Infant Seating for A 320 – We shall carry a maximum of 19 infants on each flight over land
and 12 if the flight is over water (requiring life jackets).
o On each aircraft, the first row with an infant shall be row 4.
o The seating of the infant shall be as per the plan below –
 On each even numbered seat marked for infant carriage (row numbers
4,6,10,14,16,18,20,22,24,26,28), the infant shall be seated on the Left hand
side (A,B,C seats)
 On each odd numbered seat marked for infant carriage (row numbers
5,7,9,11,15,19,23,27) the infant shall be seated on the Right hand side (D,E,F
seats)
o We shall have 1 row in every 3 row as an infant free row. Hence, the infant free rows
shall be 1, 2,3,8,12,13,17,21,25 and 29 on each aircraft.
o We shall not carry any infant on row 30 and 31(where applicable)
4-Page 6 of 12 17 May 2021

 Infant Seating for A 321 (222 Seater)– We shall carry a maximum of 19 infants on each flight
over land and 12 if the flight is over water (requiring life jackets)
o On each aircraft, the first row with an infant shall be row 4.
o The seating of the infant shall be as per the plan below –
 On each even numbered seat marked for infant carriage (row numbers
4,6,8,10,12,14,16,20,24,28,30,32,34 and 36) the infant shall be seated on the
Left hand side (A,B,C seats)
 On each odd numbered seat marked for infant carriage (row numbers
5,9,13,19,21,23,25,29,31,33 and 35) the infant shall be seated on the Right
hand side (D,E,F seats)
o We shall have 1 row in every 3 row as an infant free row. Hence, the infant free rows
shall be 1,2,3,7,11,15,17,18,22,26,27, and 37 on each aircraft.
 Infant seating on A321 (232 seater)
o On each even numbered seat marked for infant carriage (row numbers
4,6,8,10,12,14,16,20,22,24,26,30,32,34,36 and 38) the infant shall be seated on the Left hand side
(A,B,C seats)
o On each odd numbered seat marked for infant carriage (row numbers 5,9,13,17,21,25,31,33,35
and 37) the infant shall be seated on the Right hand side (D,E,F seats)
o We shall have 1 row in every 3 row as an infant free row. Hence, the infant free rows shall be
1,2,3,7,11,15,18,27,28,29 and 39 on each aircraft.
 On ATR 72-600 flights only one infant is allowed on each side of the aircraft per 4 seats
(excluding the emergency rows).
For more clarity,
o only one infant can be seated on 3A, 3C, 4A, 4C

o only one infant can be seated on 3D, 3F, 4D, 4F
o so on so forth till the 19th row
4.2 Unaccompanied Minors (UMNR)
General rules
4-Page 1 of 12 15 Jun 2022

Unaccompanied minors (UMNR):
 Shall be seated either aft of front of the cabin, close to a cabin crew member.
 Must never be seated in the EEA or on vacant crew seats.
 Depending upon the availability UMNR must be assigned a seat next to female customer.
Reference: See CHM 4.0 “Seating, General”, for definition of EEA.
4.3 Persons with Reduced Mobility (PRM)
General rules
The following general rules apply
 Persons with reduced mobility (PRM):
- As per CAR, Section 3, Series M, Part I, 4.14, persons with reduced mobility have equal
choice of seat allocation as all other Customers, subject to safety requirements and
physical limitations of the aircraft – like seats near the emergency exits and seats with
more legroom
- may not be seated in the EEA or on vacant crew seats.
 When the PRM is traveling with an Escort they shall be seated together.
 WCHC, BLND/DEAF, DPNA, MEDA shall preferably be seated near a floor level exit.
 In ATR 72-600, customers requiring WCHR/C must be seated on rows 18 & 19 since these are
close to lavatory.
 In Airbus A 320, STCR must always be installed on seats 28ABC, 29ABC & 30ABC.
 In Airbus A 321, STCR must always be installed on seats 35ABC, 36ABC & 37ABC.
Note: Although the PRM have equal choice of seat allocation as all other Customers (subject to safety
requirements), it may be advisable to suggest seats with moveable armrests for their comfort.
Reference: See CHM 4.0 “Seating, General”, for definition of EEA
4.4 Customers Requiring Extra Seat(s) CODE - EXST
General rules
4-Page 1 of 12 17 May 2022
 Use preferably window seats.

 Middle and aisle seats may be used, provided the Customers in the same row have free access to
an aisle.
 Customers and their equipment, if any, may not:
- restrict emergency access to the aisle for other Customers, or

- be seated in the EEA or on vacant crew seats
Reference: See CHM 4.0 “Seating, General”, for definition of EEA.
Voluminous (obese) Customers (EXST)
Voluminous (obese) Customers may reserve and use two seats.
Reference: See CHM 4.0 “Seating, General”, for list of seats with completely foldable
armrests on the aircraft.
Stretcher Customers (STCR)
The following rule applies, in addition to the general rules above:
 The Customer is pre-seated, and the additional seats blocked, by IndiGo OCC Department.
 Use the table below to determine which designated seats shall be used, if the above-mentioned
pre-seating has somehow failed:
Table 04.03 Use of Designated Seats for Stretcher
Aircraft Type First Stretcher Second Stretcher / Alternate seats

A320 Row 28ABC, 29ABC and 30ABC NA
ATR 72-600 Not allowed NA
A321 Row 35ABC, 36ABC and 37ABC NA
4.5 Customers with Pets in Cabin/Service Animals (PETC)
Pets in Cabin (PETC)
4-Page 2 of 12 17 May 2022

Not Applicable on IndiGo flights with following exception.
Service Animals (PETC)
The following rules apply for Customers with Service Animals (PETC) such as Guide Dogs:
 Guide Dogs shall only be allowed with following conditions on A320 & A321 aircrafts. IndiGo shall
not be able to allow Guide Dogs on ATR 72-600 aircrafts due safety reasons.
 The Customers may be seated on the first row only if there is a partition wall in front of the whole
seat row.
 The Customers, and their accompanying service animals, may not be seated:
 in the EEA, or
 on vacant crew seats
 The service animal shall, if possible, be placed on the floor next to the cabin wall.
 A moisture absorbent mat is placed under the pet/guide dog.
 Customer traveling with a guide dog should make his/her reservation via the IndiGo Call Centre
and provide us notice that a guide dog will be traveling.
 Guide dogs for the blind may not occupy any seat.
 Guide dog should be properly trained, restrained and muzzled.
 The service animal is excluded from weight limitation and container requirement when travelling
in the cabin.
 Vaccination certificate of the dog from a registered veterinarian.
Reference: See CHM 4.0 “Seating, General”, for definition of the EEA.
4.6 Persons in Lawful Custody and Inadmissible Customers (INAD)
Rules
Persons in lawful custody and inadmissible Customer with escorts:
 shall be seated together at the rear of the aircraft, away from floor level and over wing exits.
 may not be seated in the EEA or on vacant crew seats.
Reference: See CHM 4.0“Seating, General”, for definition of the EEA and IndiGo Security Programme
for further handling.
4.7 Armed Bodyguards
4-Page 3 of 12 17 May 2022

Rules
The following rules apply to bodyguards on active bodyguard duty:
 Police officers acting as bodyguards shall always be seated together with the escorted person.
 Any special request from the bodyguards regarding seating shall be complied with.
 Bodyguards and the escorted person must never be separated.
 Refer to IndiGo Security Programme for further handling.
Sky- Marshals
Please refer IndiGo Security Programme for sky-marshals seating and handling.
4.8 Crew/Crew Seats
Dead Head Crew
Dead Head (DHC) crew members may be seated in the Emergency Exit Areas (EEA), in case the EEA is
vacant.
Note: Customers already seated in the EEA shall not be moved simply to make the seats available to PCR
or DHC.
Reference: See CHM 4.0 “Seating, General”, for definition of the EEA.
Vacant crew seats
The Captain has the sole authority to release seats normally used by crew members, to another person
not part of the active crew.
The table below shows the rules for use of the various vacant crew seats:
Table 04.04 Use of Vacant Crew Seats

Seats Rules
Jump seats In exceptional cases, the Captain may accept transportation of Customers on jump seats.
Notes:
 Customers with seating restrictions may not travel on jump seats.
 Dead head crew shall be seated on jump seats subject to her/his acceptance only.
4-Page 4 of 12 17 May 2022
Seats Rules
 Revenue Customer must never be given jump seats under any circumstances
 Children below 15 years of age, and Customers traveling with infants may not be seated
on crew rest seats.
 In ATR 72-600 there are no extra crew seats in the cabin.
 In A321 there is only 1 additional crew seat in the cabin
Flight deck Persons other than active crew may only be allowed to enter, or travel on, flight deck with
seats the prior permission of the Captain. The Captain has the sole authority to decide who may
travel on the flight deck with or without cabin seat(s) available.
The following categories may be accepted to travel on flight deck seats, subject to the
Captain’s approval:
 Company staff requiring flight deck attendance to fulfil their duties (e.g. a pilot on
his/her annual qualification flight).
 DGCA inspectors and other officials on active duty.
 Dead head crew
 Requests for Ad hoc exceptions from these categories shall be kept to a minimum and
be justifiable. Revenue Customers are not allowed to travel on flight deck seats as a
result of overbooking.
 Customers with seating restrictions may not travel on flight deck seats.
 In ATR 72-600 there is only one additional jump seat in flight deck
4-Page 5 of 12 17 May 2022

BAGGAGE HANDLING Issue 9 Revision 0
5 BAGGAGE HANDLING
5.0 Baggage Handling General
This document contains general safety related rules and regulations for baggage handling.
General rules
 IndiGo may refuse to carry baggage, which:

- may cause damage to aircraft and/or load, and/or
- has not been properly packed.
 Except for diplomatic bags, IndiGo has the right, but not the obligation, to verify the contents of
the baggage, preferably in the presence of the Customer to ascertain, to the extent possible, that
the baggage consists of personal effects only.
Checked baggage
The following rules apply for checked baggage:
 Baggage must be:
- checked in only by personnel authorized by IndiGo,

- properly marked externally to permit identification with relevant route, flight number and
Customer details,
- The baggage make staff up must ensure a sufficient number of baggage trolleys are
available with the expected passenger load for a flight.
- screened by hand search or x-ray before being loaded onto an aircraft
 Upon delivery check at random that:
- the tag/boarding number matches the tag/boarding number printed on the Customers
boarding pass, and
- the name printed on the baggage tag matches the Customer ‘s name on the baggage stub.
 The Customer and his/her checked baggage must always be transported on the same aircraft.
5-Page 1 of 40 17 May 2021

 IndiGo assumes full responsibility for checked baggage while being transported over the
company’s network.
 To ensure that the Customer checking in baggage is the person on-board the aircraft, all
Customers must be identified when checking in baggage and boarding.
Unchecked (cabin) baggage
The following rules apply for unchecked (cabin) baggage:
 The maximum permitted weight of hand bag is seven (7) kg. Customer shall be permitted to carry
one additional personal article such as ladies’ purse or a small bag containing laptop not weighing
more than 3 kgs
 Hang bag Allowance for corporate customers and frequent travellers is 10 kgs.
 The maximum dimensions per piece are 55x35x25 cm (22x16x9 in), and the sum of these
dimensions may not exceed 115 cm (45 in).
 Persons with Reduced Mobility (PRM) are allowed to bring assistive devices into the aircraft cabin,
provided that general safety rules and the normal weight and dimension limitations are not
violated.
 The only musical instrument to be accepted as load in the cabin is cello (CBBG), provided the
following rules and restrictions are met:
- A window seat shall be used for the cello

- The cello shall be placed on the cabin floor leaning against the reserved seat and secured
with the seat/extension belt.
- If one additional cello is placed in the same seat row, use the adjacent seat
- The cello shall not be placed in the first seat row aft of a floor level exit or partition wall,
in the over-wing exit rows or in front of an over-wing exit
- Centre rows: Mid and aisle seats may be used provided that the Customers seated in the
same seat row have free access to an aisle.
Special rules apply for the use of portable electronic devices on board an aircraft. See below.
 Funeral urns are accepted as cabin baggage provided the following restrictions are met:
- The urn shall be professionally sealed and packed for transport in a neutral packaging.
- The urn only contains ashes (plus possibly a name placard)
- The sealed and packed urn complies with normal cabin baggage size and weight
requirements
- The Customer holds all necessary documentation requested by the state of exit/entry.
5-Page 2 of 40 17 May 2021

- The sealed and packed urn is placed under the seat in front of the Customer or in the
overhead bin
Use of portable electronic devices on board
The use of portable Customer -operated electronic devices on board an aircraft is limited, as the different
kinds of devices may cause interference with the aircraft electronic equipment such as the navigation and
communication systems.
The table below shows rules and restrictions for electronic devices:
Table 05.01 Rules & Restrictions for Electronic Devices

Category Devices (examples) Rules/restrictions
1 Transmitting devices, such as: Note: See exceptions below.
 Mobile telephone units.
 Walkie-talkies.
 Citizen band radios.
 Radio controlled toys.
 Radio and TV receivers.
 Wireless mice.
2 Non-transmitting devices, such as: May be used during flight when
 Laptop computers. the seat belt sign has been
 CD-players. switched off.
 Calculators.
 Audio or video recorders.
 Disc-drivers or other peripheral devices.
 Electric shavers.
 Pagers/beepers.
 Electronic entertainment/games devices.
 Video cameras.
 Personal computers (not including printers).
3 Personal life support system or other personal aid, May be used during all flight
such as: phases.
 Hearing aids.
 Heart pacemakers.
 Electric watches.
 Properly certified operator equipment
5-Page 3 of 40 17 May 2021

 Personal life support systems (provided the

system will not radiate and cause
interference).
Exceptions:
The mobile telephones are allowed in every stage of the flight in the Flight Mode. Phone that does not
have the feature shall be switched off. The phones shall be allowed on ground once the captain allows –
post landing and before door close prior to departure.
Handling of baggage suspected to contain dangerous goods
CONTAMINATED BAGGAGE HANDLING

 If baggage not identified as containing dangerous goods has been contaminated and it is
suspected that dangerous goods may be the cause of the contamination, reasonable steps must
be taken to identify the nature and source of contamination before proceeding with the loading
of the contaminated baggage.
 If the contaminating substance is found or suspected to be a substance classified as dangerous
goods by the regulation, the baggage must be isolated and appropriate steps must be taken to
nullify any identified hazard before the baggage is transported further by air.
Reference: See CHM 6.1 “Provisions for Dangerous Goods Carried by Customers or Crew “for dangerous
goods permitted in baggage.
For guidance the following table shows the types of baggage that often contain dangerous goods.
Type of baggage Possible contents

 Attach/Briefcase security type 1. Alarm devices.
2. Lithium batteries.
3. Pyrotechnic material.
 Attach-case strong types (metal banding) 1. Flammable, corrosive, toxic adhesives.
2. Industrial samples.
 Camping baggage rucksacks, kitbags 1. Gas stoves.

2. Primus stoves.
3. Paraffin.
4. Methylated spirits.
5. Matches.
 Industrial packages, wooden or fibreboard boxes, The list of possible contents is endless, but
metal flasks/cans, thermo flasks here are some examples:
5-Page 4 of 40 17 May 2021

Type of baggage Possible contents

1. Transplants refrigerated in liquid nitrogen.
2. Chemicals for analysis or sale.
3. Compressed air or oxygen (e.g. for skin-
diving).
4. Industrial chemical kits.
5. Infectious substances in dry ice.
6. Organic peroxides.
7. Paint, thinners and solvents.
8. Radioactive materials.
9. Wet batteries.
 Military baggage belonging to military personnel 1. Loose cartridges for small arms
on leave or demobilization ammunition.
2. Smoke bombs.
3. Flares.
4. Hand grenades.
 Skiing gear and accompanying baggage 1. Gas cylinders for blow torches.
2. Cleaning spirits for removal of waxing.
Table 05.03 Types of Baggage Often Contain Dangerous Goods
Reference: For detailed list of Hidden hazards refer Section 4.3 of IndiGo DGM and Section 2.2 of IATA
DGR Manual.
5.1 Pets, General
Introduction
Pets are not accepted on any of the IndiGo flights with only exception as Service Animal (Ref CHM 4.5).
For any of the future amendments on IndiGo regarding Pets, this document contains related information
about transportation of pets.
Definition
The definitions of pets are:
 PETC - Pet in the Cabin, including Service Animals

 AVIH - Alive Animal in Hold. (Not accepted on any of the IndiGo aircrafts)
5-Page 5 of 40 17 May 2021

Rules for service animals, PETC
The following rules apply for service animals, PETC:
 The following animals are accepted as service animals:
- seeing eye and hearing aid dogs

- Dogs trained to assist physically impaired persons in their daily life
 Service animals shall always be transported free of charge.

 At check-in, one of the following shall be inserted in the SSR
- Escort Dog
Important: PETC including seeing eye and hearing aid dog is not allowed on all ATR 72-600 flights
Seating of PETC
See CHM 4.5 “Customers with Pets in Cabin/Service Animals (PETC)”.
Rules for animals in hold, AVIH
AVIH are NOT ALLOWED on IndiGo aircrafts
Excess baggage
Exception: Service animals shall be transported free of charge.
Additional information
 Pet shall neither require any attention in transit nor be objectionable to other Customers.
5.2 Firearms and Other Weapons
Policy
IndiGo will not transport weapons of war, or munitions of war, unless an approval to do so has been
granted by the states concerned.
5-Page 6 of 40 17 May 2021

Sporting and other weapons may only be transported as cargo or checked baggage, i.e. transportation as
unchecked baggage is forbidden.
The weapon must always be escorted and must never be left unattended.
IndiGo shall not accept firearms or other weapons on ATR 72-600 flights.
IndiGo Security Programme must always be referred while handling Firearms and other Weapons.
Exceptions from the policy are only granted to:
 Especially authorized police officers acting as official bodyguards, traveling with or without the
protected person. If traveling without the protected person, travel must be in direct connection to
the assignment.
 Flights chartered especially for military personnel provided that:

- the military personnel is traveling under command, and
- the Captain is notified in advance
 Other charters with special permission from IndiGo Corporate Security, Flight Operations and
from the concerned competent authorities, as applicable
 Serving personnel from Defence forces, Para military forces and Police if travelling on duty and
carrying an official movement order issued by their concerned department authorizing the
carriage of weapon and / or ammunition for official purpose.
 Indian sportsperson participating in a shooting event, who must carry a valid photo identity card
issued by a Government agency and a bona fide letter from the President or Secretary of a duly
recognized sponsoring sports club for carrying firearms, air gun(s) and/or ammunition.
 SPG on Duty, SM travelling on official duty, PSO on duty, PSO of foreign dignitary
Firearm tag
The normal manual baggage tag must be always attached with the special “Weapon Tag”.
Notification The down-line station must always be informed via e-mail and call on the duty mobile.
Definitions
The table below shows various categories of weapons and their definitions:
5-Page 7 of 40 17 May 2021

Table 05.04 Categories of Weapons

Category Definitions Examples
Firearms Common name for a device that can be used as a
weapon and fires either single or multiple projectiles
propelled at high velocity by the gases produced
through rapid, confined burning of a propellant.
Weapons of war and Weapons designed for use in warfare (including parts Machine guns, and weapons
munitions of war of such weapons). and ammunition used by police
forces, para-military forces,
and military or armed forces.
Sporting weapons Weapons designed for sporting purposes. Rifles, shotguns, pistols, replica
and antique weapons (which at
one time may have been
defined as munitions of war).
Personal protection Weapons defensive in nature in the possession of
weapons police or other law enforcement officers, bodyguards
and duly authorized persons for their own personal
protection.
Other weapons Other items that may be used for threat on board the Knifes, scissors, toy guns,
aircraft. baseball bats, harpoons,
swords, bows, etc.
5.3 Other Special Baggage
Definition
Special baggage can be defined as baggage not packed in a general suitcase or backpack, which can be
accepted at the check-in counter as checked baggage and can be transported on the same aircraft as the
Customer.
Special Baggage categories & charges
Special Baggage’s are defined into two categories, Sporting equipment and musical instruments.
5-Page 8 of 40 17 May 2021

 Musical Instrument
 Carriage of musical instrument shall not attract any handling fees.

 In case the total checked-in baggage weight including the musical instrument is more than the
free baggage allowance, only excess baggage rate shall apply.
 Sport / Skiing equipment and Golf Kits
 Carriage of sport / skiing equipment and golf kit shall attract the applicable handling charges.
Please note the fees applicable are per equipment.
For e.g. if a Customer is carrying two sport equipment, the handling fees will be charged twice.
 In addition to the handling fees, excess baggage rate shall also apply if the total checked-in
baggage weight including the sport equipment is more than the free baggage allowance.
For e.g.
a) If a Customer is carrying one-sport equipment and the total checked-in baggage weight
including the sport equipment is 20 kgs, he will be charged the applicable handling fee for
one equipment plus the excess baggage charges for 5 kgs.
b) If a Customer is carrying two-sport equipment and the total checked-in baggage weight
including both the sport equipment is 20 kgs, he will be charged the applicable handling
fee for both the equipment plus the excess baggage charges for 5 kgs.
Carriage of LED / LCD TVs are subject to applicable charges and other terms & conditions mentioned in
Indigo’s website.
Carriage of Human Remains ( HUMR)
Carriage of Human Remains being a very sensitive Subject,It is imperative that our customer services team
is able to Identify customers accompanying the Human Remains .The Identification is to aide our airports
and prevent these customers from getting offloaded either at origin airport or at connecting\Transfer
airport.
Process Required to be followed by the Airport Team:

 As soon as the cargo team accepts HUM ,They will notify the departure airport team on Manager’s
Email DL e.g. #MAA-CR.
5-Page 1 of 40 15 Jun 2022

 The Customer services MOD, as soon as, S/he receives the pre alert about the HUM, S/He must
ensure ‘HUMR’ is updated on the accompanying customer’s PNR .
 If it is a connecting flight ,The SSR must be updated on all the legs.
 Check-in Supervisor /Boarding gate supervisor must not offload these customers.
 In an extreme situation Where these customers are unable to travel ,The information must be
passed on to the skipper who in turn will ensure that the HUM is offloaded from the aircraft and is
handed over to the cargo staff.
Note:
 In case of Customer not able to travel and HUM not connected , the Customer must be asked by
Cargo team for further action. All efforts to be taken to connect the HUM in the flight.
 Incase of unaccompanied HUM. There is no requirement of forwarding the mail.
Handling of special baggage
Departure:
 Ensure that the baggage is suitably packed. In case of improper packing, Customer to sign
the limited release tag.
 Baggage make-up staff to load the baggage in a separate trolley with no other baggage
accompanied. Baggage makeup staff to inform ramp about the trolley no. and the pieces
of baggage loaded. The trolley to be locked properly and must be escorted with a
loader/ramp assistant.
 Special baggage (e.g., FF, Flying Solo, DAA etc.) shall be loaded visibly separated from
baggage, and only at door side of a hold/compartment
 Short connect and long connection baggage should be separated from local baggage and
desirably planned and loaded in hold/compartments.
o Special baggage & short connection baggage must be prioritized for loading and
unloading in any given situation.
o Stand-by baggage shall not be loaded until authorised by the Load & Trim staff.
o Check before you load tag to be affixed
 LDM to be updated with full details of the special baggage and to be sent ASAP to the Transit/
Arrival station
5-Page 2 of 40 15 Jun 2022

Arrival:
 Special baggage must be the first to be offloaded and to be sent to break-up area in a
separate trolley with no other baggage.
 In case Delivery of Aircraft tag is affixed, such bags must be kept near the front ladder of the
aircraft for customers to claim it at ramp. In case customer does not claim at ramp, it may
be sent to arrival hall.
 Ramp to inform arrival about the trolley no. and the pieces of baggage. The trolley to be
locked properly and must always be escorted with a loader/ramp assistant.
 Arrival staff to ensure that the baggage is not put on the conveyer belt but is carried to the
arrival either via elevator or on baggage trolley.
 Baggage to be handed over to the Customer after reconciling the baggage tag with the
Customer’s receipt.
Excess baggage
Special baggage is not included in the free baggage allowance and must always be charged as per the
applicable rates.
Exception: Wheelchairs, belonging to disabled Customers, and pushchairs shall always be

transported free of charge.
Baggage not properly packed
 IndiGo may refuse to carry baggage not properly packed. Customers with not properly packed
baggage must get the baggage properly packed before it is accepted for check-in.
The most common sporting equipment and musical instruments have been pre-classified into three
categories:
 Small.
 Medium.
5-Page 1 of 40 17 May 2021

 Large.
Note: The above classification applies irrespective of weight and size as long as the definitions for the
respective item apply.
Table 05.05 Common Categories of Baggage

Category Definition
Small Up to 15 kg and/or the maximum length of 1.40 meters.
Medium Between 15 - 30 kg and/or between 1.41 - 2.0 meters.
Large Between 30 - 45 kg and/or over 2.0 meters.
Note: Large sporting equipment/musical instrument is excluded from the maximum
weight baggage allowance, unless the item can be split or repacked.
Archery equipment
Below are the rules for archery equipment described:
Table 05.06 Rules for Archery Equipment

Title Rule
Definition 1 bow and arrows.
Classification Small.
Interline To other carriers according to interline agreement.
Prior request (SSR) Not required at time of reservation.
Packaging Required. Customer to sign the Limited Release Tag
Bicycles
Below are the rules for bicycles described:
Table 05.07 Rules for Bicycles

Title Rule
Definition 1 tandem, single seat touring or racing non-motorized bike.
Classification Medium.
5-Page 2 of 40 17 May 2021

Title Rule
Prior request Required at time of reservation (SSR BIKE).
(SSR) If a bicycle has not been forwarded on the same flight as the Customer it will be delivered
to the Customers residence at IndiGo’s expense.
Packaging In order to protect other pieces of baggage from damage, bicycles may only be accepted
as baggage provided that the handlebar is turned lengthwise and the pedals are removed.
The tire pressure shall be reduced or all the air let out. It is also recommended to cover
the chain. No further packaging is required, but recommended.
Canoes and kayaks
Canoes and kayaks (except for white water kayaks, see below) may only be accepted as cargo. No
interlining as checked baggage.
Golf equipment
Below are the rules for golf equipment described:
Table 05.08 Rules for Golf Equipment

Title Rule
Definition 1 golf bag including 14 clubs, 12 golf balls and 1 pair of golf shoes.
Packaging Not more than the golf bag is required.
Hang glider
Hang gliders may only be accepted as cargo.
Musical instruments
Below are the rules for musical instruments:
Table 05.09 Rules for Musical Instruments
5-Page 3 of 40 17 May 2021

Title Rule
Definition Musical instruments (e.g. guitar, drums).
Classification Small, medium or large depending on size.
Interline According to Interline agreement.
Packaging Suitable packing required.
Scuba diving equipment
Below are the rules for scuba diving equipment described:

Table 05.10 Rules for Scuba Diving Equipment
Title Rule
Definition One scuba tank (empty), one scuba regulator, one tank harness, one tank
pressure gauge, one mask, two fins, one snorkel, one knife, one spear gun and
one safety vest.
Packaging Not required, but tank must be empty.
Snow and water-ski equipment
Below are the rules for snow and water-ski equipment described:
Table 05.11 Rules for Water-Ski Equipment

Title Rule
Definition 1 pair of snow skis, 1 pair of ski sticks and 1 pair of boots.
1 snowboard and 1pair of boots.
1 pair of standard water skis.
1 slalom water-skis.
1 wake board.
Packaging Required. Only 1 pair of equipment in each cover.
5-Page 4 of 40 17 May 2021

Surf-/kite board equipment
Below are the rules for surf-/kite board equipment described
Table 05.12 Rules for Surf/Kite Board Equipment

Title Rule
Definition Surfboard equipment: 1 surfboard.
Note: Surfboards exceeding 2.0m are classified as windsurfing boards.
Kite board equipment: 1 kite board, or one bag containing 1 kite board and one kite
(sail) and belonging equipment.
Classification Medium.
Prior request Required at time of reservation.
(SSR)
Packaging Surf board: Not required.
Kite board:
If it is... then packaging is...
just the kite board not required
the kite board with sail or other belonging equipment Required
Vaulting poles
Below are the rules for vaulting poles described:

Table 05.13 Rules for Vaulting Poles
Title Rule
Definition 1 vaulting pole.
Classification Large.
Interline According to interline agreement.
Prior request (SSR) Required at time of reservation.
Packaging If more than one pole, the poles may not be packed together in bundles.
White water kayaks
Below are the rules for white water kayaks described:
Table 05.14 Rules for White Water Kayaks
5-Page 5 of 40 17 May 2021

Title Rule
Definition 1 rigid plastic kayak (i.e. not soft shell or glass fibre). The weight must not
exceed 32 kg.
Prior request (SSR) Required at time of reservation.
Packaging Required.
Windsurfing equipment
Below are the rules for windsurfing equipment described:
Table 05.15 Rules for Windsurfing Equipment

Title Rule
Definition 1 windsurfing board, 1 mast sail and 1 boom.
Prior request Required at time of reservation.
(SSR) Note: Windsurfing equipment may only be carried as baggage provided that:
 the stations are informed beforehand, and
 the Customers turn in their baggage at least two hours prior to departure due to
handling and loading..
Packaging Required.
Baby prams/stroller/push chair
Below are the rules for baby pram described.
Table 05.16 Rules for baby Pram

Title Rule
Definition Baby pram/stroller/push chair.
Allowance Baby prams can be carried free of charge within the free baggage allowance.
5-Page 6 of 40 17 May 2021

Title Rule
Prior request (SSR) Not required
Packaging Baby prams must be folded.
Unaccompanied baggage
Below are the rules for unaccompanied baggage described:
Table 05.17 Rules for Unaccompanied Baggage

Title Rule
Definition Customers carrying baggage in excess of the free baggage allowance have the
possibility of forwarding such baggage as cargo at rates lower than ordinary
excess baggage rates. This is called unaccompanied baggage.
The baggage must consist only of personal belongings, i.e. not household
equipment, furniture, non-portable TV or radio etc.
Allowance -
Interline -
Prior request (SSR) -
Packaging -
Wheelchairs
Below are the rules for wheelchairs described:
Table 05.18 Rules for wheelchairs

Title Rule
Definition One manual powered or one electrical powered wheelchair.
Allowance One wheelchair, on which the Customer is dependent, may be carried free of charge and
shall be checked in along with the Customers checked baggage.
5-Page 7 of 40 17 May 2021

Title Rule
Prior request Required at time of reservation (SSR WCHR/WCHS/WCHC).
(SSR)
Packaging Non-spillable batteries: Reference: See CHM 6.1 “Provisions for Dangerous Goods Carried
by Customers or Crew”.
Portable Oxygen Concentrator
Please see section 6.1
5.4 Baggage Allowance & Excess Baggage policy
General policy
For domestic flights, the checked-in baggage allowance is 15 kgs. Per travelling customer. If a customer
is booked under LITE fare, he/she is not entitled for any checked-in baggage. In case such customer
wishes to carry check-in baggage, it can be done by paying applicable charges mentioned on website.
For international flights IndiGo allows free Checked Baggage basis destinations per adult and child (any
Customer above 2 yrs of age). Updated information on the indiGo’s website.
For domestic travel bookings made by IBM, Infosys, Wipro & Tech Mahindra on IndiGo flight, the
customer is entitled to avail free baggage allowance of the other airline on which he/she has taken an
international flight. The difference between IndiGo domestic flight and international flight of other
airline should not be beyond 24 hours. Customer needs to present Boarding Pass / itinerary of
international flight along with company id card in order to avail the aforesaid baggage advantage.
Baggage allowance of the other carrier shall be honoured even if based on weight or piece concept.
All customers booked under that PNR shall be entitled for above benefits.
IndiGo has tie up with various General Sales Agents (GSAs). Itinerary of all bookings made by GSA, shall
reflect the free baggage allowance which the airport staff must entertain.
Baggage weight in excess of allowance is subject to excess baggage charges as per applicable
rates mentioned in IndiGo’s website.
Hand baggage allowance is 7 kgs. per customer and 10 kgs. for corporate customers & frequent
travellers.
The hand bag and check-in baggage allowance is same for A320, A321 and ATR 72-600.
5-Page 8 of 40 17 May 2021

Other Special baggage
Other Special baggage as mentioned below is always chargeable with following exceptions:
 Wheelchairs, belonging to disabled Customers, and baby prams/strollers/pushchairs shall always

be transported free of charge.
 Special excess baggage charges and rules apply for sporting equipment and musical instruments.
 Pets as unchecked- or checked baggage (other than service animal) shall be charged for.
Other carriers in the same itinerary
When other carriers are involved in Customers itinerary, IndiGo being a point to point carrier will not
abide by any rules and regulations governed by other airlines. IndiGo will charge the excess baggage
irrespective of the other carrier’s baggage concept.
Excess baggage entries
Excess baggage entries must be made in the system with help of SSR element. Customer must always be
handed over a receipt of the total amount charged.
Handling a request
Sometimes it may be of commercial interest to IndiGo that certain Customers shall not be charged for
their excess baggage. Head Office may therefore contact station(s) concerned with a request to this effect.
Other special baggage
Sporting equipment and musical instruments must not contain any objects from the general baggage. If it
does, normal excess baggage fees shall be charged
Charges
The table below shows how the Customers shall be charged for sporting equipment and musical
instruments:
Table 05.19 Charge - Sporting & Musical Equipment
5-Page 9 of 40 17 May 2021

Rule
Sporting equipment/musical instrument is never included in the free baggage allowance and shall always
be charged for, regardless of the other baggage.
Note: Regardless packaging, sporting equipment/musical instrument shall always be charged for.
EXC rate for Category Small
The following excess baggage rates apply for Category Small/piece: we need to add the specific charges
Table 05.20 Charge – Small Category Excess Baggage Rate

Baggage item Rates
Golf equipment As applicable
Musical instrument As applicable
Skis, water skis As applicable
Diving equipment As applicable
Angling equipment As applicable
Weapons for sporting purposes As applicable
Note: The most common small sporting equipment items are listed above. Other sporting equipment that
can be classified as small shall be charged according to the table above.
EXC rate for Category Medium
The following excess baggage rates apply for Category Medium/piece: we need to add the specific charges
5-Page 10 of 40 17 May 2021

Table 05.21 Charge – Medium Category Excess Baggage Rate

Baggage item Rates
Surfboard As applicable
Kite board As applicable
Bicycle, tandem As applicable
Musical instrument As applicable
Note: The most common medium sporting equipment items are listed above. Other sporting equipment
that can be classified as medium shall be charged according to the table above.
We may like to specify the rates as per individual category (small / medium /large)
The large equipment table needs to be added.
Additional Baggage Handling Fee (ABHF)

Domestic :
IndiGo also charges a fee at prevailing rates per additional bag if customers carry more than one piece of
check-in baggage in a domestic sector.
International :
Indigo will charge handling fee per additional bag in case customer wishes to carry more than 2 pieces of
check-in Bag.
Fees & Applicability
No of Check-in
Weight Handling Fees Excess baggage Charges
Bags
Less than or equal to the
Up to 2 Nil Nil
free baggage allowance
More than free baggage As per the prevailing

Up to 2 Nil
allowance rates
Less than or equal to the Rs.2000 for every

More than 2 Nil
free baggage allowance additional bag
More than free baggage Rs.2000 for every

More than 2 Rs.525 per kg
allowance additional bag
5-Page 20 of 40 20 Oct 2021

5.5 Baggage Irregularities
5.6.0 General
Introduction
Baggage irregularities cause Customers great inconvenience and every effort should therefore always be
made to take corrective action promptly and efficiently. This is an important part of the company’s image.
Policy
It is IndiGo’s goal that baggage shall follow the Customer on all flights. When delivered, it shall be
undamaged and complete.
The expression “BAGGAGE SERVICE” must be used when dealing with baggage irregularities.
Assistance to Customer
Customers waiting for delayed baggage can be assisted in different ways, this list shows the possibilities
of assisting a Customer who is waiting for delayed baggage:
 Complete a missing report in.

 Contact the departure station to find out if the baggage has been left behind.
 Try finding out that the baggage has not been swapped matching the description with any of the
unclaimed baggage left behind.
Service standards
IndiGo service standards specify maximum allowed baggage irregularities per station and month. This
table shows the standards:
Table 05.22 Allowed baggage Irregularities
Station Type of irregularity Monthly Standard per total Customer travelled
departing Customers.
reporting delayed bag/ lost bag (AHL) 0.02% Per 10,000 Customers
reporting damage/pilferage (DPR) 0.01% Per 10,000 Customers
Mishandled Mobility Aids
5-Page 21 of 40 17 May 21
 Damaged, Delayed or missing mobility aids should be handled as a priority.

 Repair or suitable replacement should be provided on priority.
Lost baggage
For Customers travelling on international routes, the baggage missing for more than 14 days is considered
as lost baggage whereas for Customers travelling on domestic routes, the baggage missing for more than
05 days is considered as lost.
The Customer Relations office is notified and settlement procedure will start.
5.6.1. Handling of Checked Baggage Irregularities
Reporting in World Tracer
The below types of baggage irregularities shall always be reported and registered in World Tracer:
 Delayed baggage (AHL),

 On Hand Baggage (OHD),
 Damaged/pilferage baggage (DPR),
 Forward baggage (FWD).
Delayed baggage (AHL)
Delayed baggage is baggage not available to the Customer upon arrival. No forwarding message or
information has been received about the baggage.
 A missing report must always be filed immediately and further handed over to Centralized
Baggage Tracing Unit (CBTU) to trace the baggage(after making all efforts to trace the baggage at
your station). Simplified routines such as collecting business card from Customer and call him/her
later is not acceptable.
Bags Left behind at Origin

Roles & Responsibilities of BMA staff
5-Page 22 of 40 17 May 21
 In case of a tag-less bag found in BMA, create OHD file in World Tracer Web (WTW) within 01
hour. Affix a manual tag with the OHD number written on it
 In case of multiple bags left behind of the same flight, BOM file i.e. multiple OHDs can be
created in WTW
 In case of a tagged bag, connect the bag under a RUSH tag on next available flight & create FWD
file in WTW
 Send SMS to the customer informing about the bag not being sent on the same flight. SMS
portal must be used for sending approved SMS
 In case the bag is unclaimed for 12 hours, same must be handed over to MHB coordinator at
station
Note: In case the bags are left behind at check-in counters or unclaimed at arrivals, all of the above
function must be done by the MHB coordinator
Handling baggage irregularities at arrivals

Roles & Responsibilities of arrival staff
1. Stations having systems available at arrival hall must ensure the AHL/DPR is created directly in
WTW
2. Ensure correct type, description & weight of the missing bag, name, address, contact details
(minimum 02), specific contents, PNR, email address, flight details including connections is
entered in WTW file. Usage of Baggage Identification Chart is a must
3. Ask for any additional identification of the bag e.g. Frequent Flyer Card attached on the bag
4. Stations not having systems available at the arrival hall can exercise the option of taking the
customer to reservation or back office depending on the distance, and AHL/DPR files to be
created in WTW
5. For such stations the last resort is manual PIR, however it must be ensured that WTW file is
created within 2 hours of the domestic arrival and 3 hours of the international arrival
6. All stations must ensure to enter the Reason for Loss (RL) code & Fault Station (FS) at the time of
WTW file creation
7. In case any unclaimed bag is found in arrival, an OHD file must be created within 02 hour and
the bag must be handed over to MHB Coordinator
8. In case of damaged bags, please do service recovery in form of monetary compensation Issue
vouchers for minor/major damage through voucher portal
MHB Coordinator
5-Page 23 of 40 17 May 21
Roles & Responsibilities at origin
1. In case of left behind baggage at counters, create OHD within 02 hours.

2. In case bag is unclaimed till 72 hours open the bag in presence of Vigilance or Security staff
under CCTV monitoring.
3. Ensure contents to be updated in WTW and bag to be sealed in front of security staff after
contents are updated under CCTV monitoring.
4. Ensure name of concerned staff updating contents / vigilance staff to be mentioned in the OHD
file.
5. In case the bag is not tag less, ensure left behind baggage SMS is triggered to the customer
timely and please ensure the same is forwarded to the destination on the next available flight
and FWD action is performed in WTW.
6. Keep checking with BMA team for OHDs raised and simultaneously trigger the left behind
baggage SMS to the customer. (Refer annexure 1 which shows how to trigger SMS)
7. In case OHD is claimed or handed over to passenger same to be closed with proper details about
forwarding. In case same is being handed over to passenger at airport BDO to be generated and
sign of passenger to be taken before closing OHD.
8. Ensure MSF report to be taken out on a daily basis to check fault station and rectify if any
discrepancy within 72 hours.
9. Ensure Local register to be maintained for audit compliance.
Roles & Responsibilities at arrivals
1. Ensure AHL is raised in system 2 hours from the chocks on of the flight for domestic and 3 hours
for international.
2. Ensure MSF report to be taken out on a daily basis to check fault station and rectify if any
discrepancy within 72 hours.
3. Ensure BDO should be generated only in WTW with proper comments. No Manual delivery
order to be given to the delivery vendor.
4. Ensure timely updation of cases on MHB portal for lost and damage.
5. Ensure Timely response to CBTU and CR emails on MHB within 24 hours.
6. Ensure stock is maintained for replacement bags however in case of shortage the same to be
settled by giving monetary compensation.
7. Ensure In house training / briefing for all arrival staff fortnightly to ensure all processes are
followed.
8. Check action files in WTW for any FOH/FWD received
5-Page 24 of 40 17 May 21
9. Post-delivery of baggage, out call customers and close the case on WTW with delivery amount.
10. HDQ must not be used as a fault station.
11. Handover/Dispose of bags to airport operator in accordance with GRC 004/2018.
Centralized Baggage Tracing Unit (CBTU)

1. Ensure MSL/FRR report is taken out every hour with complete logs of each case for every station
2. Ensure to raise the AHL case in One Direct. An auto acknowledgement message gets sent to the
Customer.
3. Ensure to ticket number generated and comments need to be updated in skyspeed and WTW.
4. Ensure to outcall each and every customer. Apologize for not delivering the baggage on the
same flight and give assurance that we are in search for the bag and shall keep them updated
each day till the bag is found and delivered. Update any other relevant info in WTW while
conversing with the Customer about his/her baggage
5. Simultaneously co-ordinate with stations and help in timely tracing of baggage.

6. Ensure every day outcall are done to all previous cases too which are in Open and Suspended
mode
7. Ensure to send the details to Vigilance to get the CCTV footage checked for any bag not traced
within 03 days.
8. Ensure timely delivery of the baggage and inform customer once the baggage has been found.
9. After completion of tracing period of 05 days for domestic and 14 days for international, cases
to be forwarded to Customer relations team with comments in Skyspeed.
10. Resolve CBTU ticket on One Direct with Case Type - Service request, Department – AOCS, Sub
department – MHB, feedback reason – Lost
Role of IndiGo Support Center

1. Ensure timely approvals of lost and damaged baggage cases.
2. Ensure Finance to process NEFT transfers timely.
3. In case bag is declared lost, offer compensation as per COC. Additionally, travel vouchers can
also be offered if customer not agreeing. Ensure NEFT details are taken on email and
compensation amount is approved on MHB portal
4. Co-ordinate with finance and customer to ensure compensation is paid out swiftly. Keep the
customer updated till the time compensation is received
On hand baggage (OHD)
5-Page 25 of 40 17 May 21
On hand baggage is baggage not claimed by Customer.
5-Page 25 of 40 17 May 21
 If the baggage is still unclaimed at the station after 30 days, the baggage is to be considered as
unclaimed article.
 Sometimes it may happen that a bag is found at the departure airport with or without
tag. If departure airport is able to ascertain the owner of the bag, following process must
be followed without fail:
 MHB Coordinator / Check-in Counter or BMA (depending upon where the bag is found) , staff to
create OHD, QOH File in World Tracer with correct colour, type, brand, along with content
details and mention where the baggage was found in the free form section of World tracer file.
 Bags reaching erroneously/over carried to other Airports should follow the same process as
stated above by the arrival staff raising OHD/QOH.
 Stations to ensure provision of World Tracer & SMS portal access to BMA staff in order to
ensure immediate creation of OHD/QOH/ FWD Files in World Tracer
 Staff shall update all such PNRs with necessary comments including tag numbers of left behind
bags and shall inform destination airport through various mediums of communication.
 Origin Station shall immediately provide feedback to Staff committed such error and his/her
personal file shall be updated as per EPMM policy
 Bag to be sent out on the next available flight, as a rush bag followed by FOH/FWD files
 Post completion of 7 days if there is still no claimant all such articles to be handed over to the
Lost Luggage Department of the respective airport operator.
 Airports where the airport operator is not accepting all such articles, airport to keep the item for
3 months post which the same to be deposited with registered NGO upon receipt of receiving
but the same to not be treated as a CSR activity.
Damaged/ Pilferage Report (DPR)
Damaged baggage is baggage that has been broken or torn. Pilferage baggage is baggage that has been
received with one or more items missing from its contents.
5-Page 26 of 40 17 May 21
Forward baggage (FWD)
Baggage found at own station, but tagged to another station or left behind, shall immediately be
forwarded to the station concerned. A forward message must be registered in the World Tracer. This
enables the station concerned to inform the Customer at arrival in advance.
 If other airlines intend to transport rush bag they must submit letter on their letter head
requesting IndiGo to transport their bags without any liability of IndiGo.
 The letter must include a declaration that the bags do not contain any item endangering safety
and security of the aircraft.
 Such bags must go through security procedures as laid down in BCAS circular 31/2006 before
loading it into the aircraft.
 OAL or 6E rush bag must be approved by the Airport Manager / Security In charge of the airport.
 FWD/FOH file must be created in World Tracer without fail.
 Weight of such bags must be passed to Centralised Load Control to ensure accurate weights in
Load & Trim sheet.
 As a supporting document below manifest must be filled, signed and filed along with Load & Trim
sheet.
Co-Mat / Rush Bag Manifest

S.No. Contents Origin Destination Pcs. / Weight Remarks
Total Pcs. / weight Flight No. Date

Authorised by:
Contact the Customer
Customer must be informed within 04 hours of filing the PIR about the progress of the baggage irregularity
handling. A second contact shall be made within 24 hours of the occurrence
5-Page 27 of 40 17 May 21
 The World Tracer should immediately be checked for any OHD information.
The following table shows the actions that must be taken by the station when receiving prompts for an
AHL created that involves a contact with the Customer:
Table 05.23 Action against AHL

Files still open Following prompt Action to be taken by the station
after... will appear in the
action file
24 hours Contact Customer  Contact Customer and advise that we are still tracing the baggage
for status/follow up but we need to confirm that the correct information is in the file.
 The fundamental matching element is the colour, type and content.
Carefully confirm these elements with the Customer.
 Check that all tracing elements are correct and also ask for
additional information, such as other name/address on bag etc.
 Also send messages to transit stations for multi-sectors flights.
 Contact Customer for contents. Ask for items that are very
descriptive and may pinpoint him/her as the owner, e.g. book title,
art pieces, mechanic items etc.
 Always include information about quantity, gender, brand, colour
and size in the contents description.
14 Days / 05 File to headquarters  Contact the Customer and re-check the information stated in the file
Days (As the case and add possible new information. Inform the Customer that the file
may be – will be transferred to the Customer Relations for final settlement.
international or  Although the matching process will be moved to AOCS HQ, station
domestic) that issued the file still has the responsibility to update the file on
World tracer and keep in contact with the Customer.
5.6.2 Tracing Unchecked Baggage
Policy
Although carriers, as a general rule, do not assume responsibility for loss of unchecked baggage and
personal effect, it is the policy of IndiGo to trace items of these categories but without owning any
liability whatsoever
5-Page 28 of 40 17 May 21
Local procedures
Most IndiGo stations have local procedures regarding lost unchecked properties.
Found Property Register - RFP
 During the aircraft search, if security staff finds any unclaimed / left behind article inside the
aircraft, he/she must hand over the same to MHB or the Airport Authority.
 Cockpit Search - Engineering staff shall handover all the items found during anti-
sabotage check of cockpit, to AOCS Security representative available on the flight. Same
must be documented by the respective engineer by sending an email, to the staff to
whom the article was handed over.
 Cockpit crew shall immediately report the missing article on board or in cockpit, to AOCS
representative available in arrival hall.
 AOCS representative in arrival hall to immediately coordinate with security / Engineering
representative at the aircraft and ask them to locate the said article.
 These articles must immediately be sent to arrival hall if the crew is waiting to collect the
missing article.
 All such articles (if not claimed immediately) shall be deposited by AOCS Security representative,
in the Lost Luggage department of IndiGo (wherever applicable). Airports not having dedicated
Lost Luggage department, should follow local SOPs to retain and store left behind articles safely.
 MHB SPOC must enter details of such items in World Tracer under Register Found Property
(RFP)
 Post completion of 24Hrs if there is still no claimant all such articles to be handed over to the
Lost Luggage Department of the respective airport operator.
 Airports where the airport operator is not accepting all such articles, airport to keep the item for
3 months post which all e-waste will be collected by an e-waste vendor and remainder to be
deposited with registered NGO upon receipt of receiving but the same to not be treated as a
CSR activity.
Tracing
Tracing is performed via exchange of e-mails and can be checked on World Tracer referring On-hand
baggage report. Follow these steps to complete a lost property tracer:
Table 05.24 Lost Property Tracer Steps
5-Page 29 of 40 17 May 21
Step Action
1. Complete a message with a description on item, where and when it was lost, name of
Customer, address, flight etc.
2. Send the e-mail to the station where the item most likely is to be found.
Station receiving tracing messages
Follow these steps when station receives a match in World Tracer AHL file
Table 05.25 Steps upon receipt of tracing Telex

Step Action
1. Initiate local search.
2. Is the result positive?
If yes: then advice initiating office and give forwarding details.
If no: then no advice needs to be sent to the initiating station.
5.6.3 Crew Baggage
Policy
Operating crew / ACM travelling on ‘D’, ‘H’ series aircrafts are required to check-in their bags at ramp.
Process
 Crew members must carry the bags up to the ramp and hand it over to Skipper at the front
ladder
 Crew members must ensure that the blue colour rubberized permanent Crew Tags are always
attached to bags before it is handed over to skipper. Please refer picture of crew tag for
identification.
- All crew member must ensure that these “Crew tags” is very important for easy
identification of the bags
- In exceptional case where crew member does not have the “Crew Tags”, crew must
write ‘CREW BAG’ on the hand baggage tag and inform the skipper.
5-Page 30 of 40 17 May 21
 In addition to above crew shall fill up the complete routing on the tag, affix the tag on the bag
and hand it over to Skipper at L1.
 The skipper shall get these bags loaded compartment 1.1 (where FF and special bags are being
loaded currently)
 Skipper shall pass on the information to CLC for them to mention the routing of crew bag in
LDM, without fail.
 Once these bags are loaded, none of the airports are supposed to offload these bags until
advised by the crew themselves.
 In case the crew pattern terminates at a particular airport or there is an aircraft change, crew
member must proactively inform the skipper that the crew bags are supposed to be offloaded.
Please be careful when there is a change of flight number. For e.g. flight 6E 121 terminates at
ABC airport, however same aircraft with same crew is scheduled to operate as 6E 151. In this
case there are maximum chances of skipper offloading all bags and sending to arrivals, hence
skipper to be utmost vigilant and aware.
 It is crew members’ responsibility to proactively inform skipper in case bags have to be
offloaded from cargo holds
 Once the crew bags are offloaded same shall be placed near L1 ladder point for crew to collect
the same. In case of aerobridge, crew bags must be made available to crew at L1 door of the
aircraft.
 Skipper must ensure that these bags are not sent to arrival hall.
 In case the bag gets offloaded inadvertently, skipper must immediately refer to the routing on
the tag and load the bags.
5-Page 31 of 40 17 May 21
Specimen of crew tags
Important
 All mandatory documents required to operate a flight must not be kept in the bags which is
being loaded in the cargo hold (Stroller)
 Crew Members must ensure that power bank or any such restricted article is also not kept inside
the bag intended to check-in
Damaged/ pilferage
Issue a DPR.
Note: Crew members must always be requested to contact their Uniform Department at their home base
for replacement of suitcase. No replace or repair of suitcase shall be made on IndiGo account at point of
arrival.
5-Page 32 of 40 17 May 21
Compensation
No compensation for baggage irregularities shall be paid out to crew members on duty. They shall be
requested to settle their costs with their respective offices upon return to home base.
Delivery of delayed baggage
Crew baggage shall not be delivered on IndiGo account to crew members in cases of voluntary travel
changes when the baggage has not been correctly re-tagged due to Crew member omit to inform about
baggage.
5.6.4 Settlement of Claims
Policy
Settlement of claims arising from incorrect handling of baggage (i.e; damaged) in connection with travel
over IndiGo’s routes should be effected on the spot, whenever possible.
Reference
Full details regarding the handling of claim matters are found in the Conditions of Carriage which is
available on IndiGo website. Following to be considered while handling the claim:
 Customer shall have a valid baggage claim tag

 In case of pilfered baggage, the baggage shall be weighed physically and the difference in weight
to be mentioned in the PIR.
 In case of missing baggage, the remaining baggage to be weighed and the difference in weight to
be mentioned in the PIR
Delayed baggage
IndiGo’s delayed baggage compensation policy is governed by IndiGo COC available on the airline’s
website.
Settling Claims for DPR
5-Page 33 of 40 17 May 21
Follow these steps to settle baggage claim:

Table 05.26 Steps to settle baggage Claim
Step Action in case of Damaged baggage
1. After raising the DPR, can settlement be made on the spot ?
If... then...
yes settle the claim as per below: Domestic & International.
<= Rs. 2,500/- per passenger whose bag is damaged ,Approval to be

taken from AM & Above
<= Rs. 5250/- per passenger whose bag is damaged ,Approval to be
taken from Manager/Sr Manager & above
taken from APM & above (irrespective of APM’s grade)
taken from Director/AVP and above
More than Rs.15,000/-per passenger whose bag is damaged ,Approval
to be taken from HOD -AOCS
Replacement Bags – Cost to be approved within the above limits
For all of above, airports must upload claim on MHB portal and
respective approvers must approve it.
no upload the claim on MHB portal
5-Page 34 of 40 17 May 21
2. Are you going to replace or repair the bag?

If... then...
yes 1. After taking required approvals, advise vendor to replace/repair the
baggage. Alternatively airports also have an option to replace the
bag from stock of new bags available with them. Airports must ensure
that sufficient stock of replacement bags is always maintained.
3. Customer must sign the receipt of the new replaced bag.
4. Close the DPR.
5. For Customers not to reuse the damaged bags for which we have
given a replacement at arrivals. We will take back the damaged bag
from the Customers and keep it with us. Later the same can be
disposed of as scrap and the revenue so earned need to be deposited
to Finance.
no 1. Upload the claim on MHB portal for final settlement.
2. Advise Customer the e-mail address of the Customer Relations
office for future correspondence.
3. Post-settlement action.
Forward the original receipts signed by the Customer to the IndiGo finance for
payment to the vendor.
5-Page 35 of 40 17 May 21
Compensation through NEFT
5-Page 35 of 40 17 May 21
The objective is prompt closure of MHB cases by transferring compensation amount in bank account
rather than waiting for cheque processing, since cheque processing is time consuming. This is applicable
for Indian bank account holders only.
Process:
 As soon as the compensation for last bag is approved on MHB portal an auto email will be sent to
all stakeholders like AOCS, Customer Relations & Finance.
In case of damaged baggage cases, approval from APM or Regional Director must be emailed by
the airports to finance Team.
 The airport will fill up NEFT request form in below annexure and send it to finance via email to
process NEFT transfer. Filling up NEFT form is a must.
Please ensure that all details in the form are correct. Once the amount is transferred, it cannot be
reversed. The Customer name and bank account holder name should be same.
 Finance team will refer the approval email and match details with NEFT request form and process
the transfer of funds.
 AOCS and Finance both to update the PNR comments so that a Customer relations Team is aware
about the status of the case.
 Once the funds have been transferred, Finance team to send the NEFT reference number to
concerned airport from which the request is raised.
5-Page 36 of 40 17 May 21
 Concerned airport to print the same and file it along with the PIR copy which will serve as a
supporting document for closer of case.
 In case Customer directly writes to Customer Relations for compensation, the NEFT option can be
given to Customer using below annexure
Important: No cash to be given at airports all monetary compensation to be given through NEFT.
FAQs
 Is this applicable to AHL and DPR both?

Yes it is applicable for both.
 How much time will it take for the amount to get transferred?
It will take one to two working days, from the time the request has been sent to finance team.
 What if Customer has not received the amount even after 2 working days?
Same must escalated to FIN Team.
No Compensation for minor damages
IndiGo will not accept any claim from Customers whose baggage suffer minor damage, neither requiring
repair nor replacement.
Vouchers can be issued for minor damages at airport.
The following damages is considered to be a minor damage - normal wear and tear:
 Scratches.
 Small nicks or dents.
 Light soiling (water soluble).
 Manufacturing defects.
 Damage resulting from over-packing.
 Minor zipper damage (zipper is still functioning).
Consequently, there is no compensation offered for minor damages.
Settling Claims for AHL and Pilfered Baggage
5-Page 37 of 40 17 May 21
Stations need to upload the claims on MHB portal. Compensation for lost /Damaged/ pilfered bags shall
be in accordance with IndiGo’s conditions of carriage. The World Tracer file must be updated with the
compensation amount.
Follow up with AOCS HQ for the compensation approval status and keep the Customer updated at regular
intervals.
It is airport’s responsibility to settle claims and close the file in World Tracer. Only in case customer does
not agree to the compensation amount, airport must seek assistance from customer relations team to
communicate compensation in line with IndiGo’s conditions of carriage
Approval Matrix for settling claims
Type of
Trave Type Monetary Compensation Approver's Designation
MHB
<= Rs. 10000 per passenger whose Manager/Senior Manager &
bag is lost above
<= Rs. 25000 per passenger whose
Associate Director & above
bag is lost
Domestic
<= Rs. 40000 per passenger whose
Director/AVP & above
bag is lost
More than Rs. 40000 per passenger
HOD – AOCS
whose bag is lost
AHL
<= US$ 600/- per passenger whose Manager/Senior Manager &
bag is lost above
<= US$ 900/- per passenger whose
Associate Director & above
bag is lost
International
<= US$ 1,000/- per passenger whose
Director/AVP & above
bag is lost
More than US$ 1000 per passenger
HOD – AOCS
whose bag is lost
5.6.5 Delayed Baggage Delivery and Costs
Definition
Delayed baggage is mishandled baggage that
 did not follow its owner on the same flight, and
5-Page 38 of 40 17 May 21
 has now been found and forwarded to its owner.
Rule
If you note that the baggage has been delayed, damaged and/or pilfered, you must report it in PIR. The
Customer must also be notified accordingly.
Delivery time limits
A local set-up for delivery of Delayed bags must be used, if available. Express delivery (e.g. Taxi) may also
be used, if the situation so requires. Effort should be made to deliver mishandled baggage as soon as
possible.
Crew baggage
Crew baggage shall not be delivered on IndiGo’s account to crew members in cases of voluntary travel
changes.
5.6.6 RUSH/CREW Tags
Introduction
To print crew tag and rush tag from Go Now and to eliminate the manual efforts of writing the tags
manually.
Applicability:
Crew Tag: This shall be applicable for crew travelling as an operating crew or ACM (not on PNR) who are
required to carry layover bags and are required to check them in. In case the crew is travelling on a PNR,
the bags must be checked-in against the PNR and CREW Tag option must not be used.
5-Page 39 of 40 17 May 2021

Rush Tag: This shall be applicable for mishandled bags only. Rush bags must be sent in accordance with
the SOP/Guidelines prescribed in Airline’s Security Program, Security Manual and Circular and Orders
issued by the regulator
5-Page 39 of 40 17 May 2021

Figure:05.01 -Rush Tag
Manual Tags: With implementation of system generated crew and rush tags, the manual crew and rush
tags must not be used. It may be used in case of an exigency like system outage or situations where the
crew pattern does not permit the crew to enter the terminal building, and such others
• The system generated crew/rush tag just replaces the manual efforts of writing a tag
• Maximum of 3 sectors can be added on a crew/rush tag
• The weight of such bag(s) does not get captured anywhere in the Departure Control System. Hence
airports must continue to pass the weight of such bag(s) manually to CLC for them to account for in the
load sheet
• Once crew/rush tag is generated, it cannot be deleted
• History of such bag(s) is not stored in the system. Hence this functionality must be used meticulously &
monitored locally continually
• The BRS report must be used for future reference or for investigation about such bag(s), if need be
5- Page 40 of 40 17 May 2021

DANGEROUS GOODS Issue 9 Revision 3
6.0 DANGEROUS GOODS
Introduction
Customers failing to comply with the dangerous goods rules and restrictions not only put themselves and everyone else
in danger, but also are committing a criminal offense, which may result in prosecution.
No exceptions to the rules and restrictions are allowed, even if the Customer insists on carrying the dangerous goods.
Information to Customers
Customers must be informed about articles or materials that are forbidden in Customer baggage. The information must
be proclaimed in such manner that Customers are warned about the types of dangerous goods that are prohibited from
transportation on board an aircraft like intimation via email post booking confirmation, at the time of doing web checkin
and website
It is the responsibility of the local Station Management to ensure that notices are sufficient in number and prominently
displayed:
 Where tickets are issued
 Where Customers are checked in, including all check-in, self-service Automates
 Where Customer boarding is taking place and
 It is recommended that the info may also be made available at the baggage claim areas
 To ensure that dangerous goods are permitted in carry-on baggage or checked in baggage as per the IATA Dangerous
Goods Regulations or Company Policy, Dangerous Goods Operations manual will be kept at check –in counters ,
boarding gate ,X-ray points(standalone) and APM office at all times. It is the responsibility of the Airport Manager to
ensure that this manual is kept at the check-in counters and at boarding gate
 DGR manual shall be available at check in counters/back up room for staff reference.
If suitable, such notices shall be displayed in cooperation with the local airport authorities.
SCOPE
The primary objective of the Dangerous Goods training is safety, as such, it is expected that upon successful completion
of the course, the participant shall be able to:
 Be aware of the origin of these regulations and understand the general philosophy and limitation of Dangerous Goods.
 Understand the definition of Dangerous Goods and be familiar with the nine classes of dangerous goods.
 Recognize and identify the undeclared dangerous goods
 Be aware of the hazard / handling labels applicable to Dangerous Goods.
 Be aware of the provisions and limitations for Dangerous Goods in baggage of passenger and crew.
 Be familiar with Dangerous Goods emergency procedure
6-Page 1 of 28 12 April 2023

6.1 GUIDANCE ON THE TRANSPORT OF DANGEROUS GOODS

TERMINOLOGY
Dangerous goods are articles or substances which are capable of posing a hazard to health, safety, property or the
environment and which are shown in the list of Dangerous Goods in these Regulations or which are classified according
to these Regulations.
Dangerous goods accident: An occurrence associated with and related to the transport of dangerous goods by air which
results in fatal or serious injury to a person or major property damage.
Dangerous goods incident: An occurrence other than a dangerous goods accident associated with and related to the
transport of dangerous goods by air, not necessarily occurring on board an aircraft, which results in injury to a person,
property or environmental damage, fire, breakage, spillage, leakage of fluid or radiation or other evidence that the
integrity of the packaging has not been maintained. Any occurrence relating to the transport of dangerous goods which
seriously jeopardises an aircraft or its occupants is also deemed to be a dangerous goods incident. (A dangerous goods
accident or incident may also constitute an aircraft accident or incident as specified in Annex 13 to the Chicago
Convention on International Civil Aviation - Aircraft Accident Investigation.)
TRANSPORT OF DANGEROUS GOODS

Some goods being transported by air may be classified as Dangerous Goods which is defined as articles or substances
which are capable of posing a Hazard to health, safety, property or the environment and which are shown in the list of
dangerous goods in these Regulations or which are classified according to these Regulations. In IndiGo, the following
policy on the transport of Dangerous Goods apply,
Table 6.01
Hand baggage More restrictive at some places than Table
Checked baggage; On 2.3.A
one’s person
Cargo Only certain classes / divisions / UN numbers
are permitted on A 320 / A321. (Please refer
to 6E DGM for detailed information.)
Note: Dangerous Goods are NOT permitted
for carriage on ATR aircraft.
6-Page 2 of 28 12 April 2023

COMAT Dangerous Goods are permitted in

full compliance with the applicable
Dangerous Goods Regulations on
A320 / A321.
Note : Dangerous Goods are NOT
permitted for carriage on ATR
aircraft.
Mails Dangerous Goods are not permitted
in Air Mail.
Responsibility of the operator

In transporting dangerous goods, an operator must comply with the requirements of handling for acceptance, storage,
loading, inspection, provision of information, including emergency response information, reporting, retention of
records and training.
6.2 LIMITATIONS
Recognition of Undeclared /Hidden Dangerous Goods
Many innocuous looking items may contain dangerous goods. It is likely that passengers may not be aware that some
of the items that are part of their baggage are considered dangerous, and thus not permitted. It is essential therefore
that awareness and vigilance are maintained at all times when examining and accepting baggage, or in the case of
flight attendants, assisting in the stowage of carry-on baggage in the cabin prior to flight.
Experience has proved that the following substances which are presented for transport by air may contain DG:
Table 6.02
1. Aircraft on ground (AOG) spares, aircraft spare parts or aircraft equipment: may contain explosives (flares or
other pyrotechnics), chemical oxygen generators, unserviceable tyre assemblies, cylinders of compressed gas
(oxygen, carbon dioxide, nitrogen or fire extinguishers), paint, adhesives, aerosols, life-saving appliances, first aid
kits, fuel in equipment, wet or lithium batteries, matches, etc.
2 Automobiles, automobile parts, cars, car parts (car, motor, motorcycle): may contain ferro- magnetic material
which may not meet the definition for magnetized material but which may be subject to special stowage
requirements due to the possibility of affecting aircraft instruments (see 3.9.2.2) It may also contain engines,
carburettors or fuel tanks which contain or have contained fuel, wet batteries, compressed gases in tyre inflation
devices, fire extinguishers, shocks/struts with nitrogen, air bag inflators/air bag modules, etc.
3 Breathing apparatus: may indicate cylinders of compressed air or oxygen, chemical oxygen generators or
refrigerated liquefied oxygen.
4 Camping Equipment: may contain flammable gases (butane, propane, etc.), flammable liquids (kerosene, gasoline,
etc.), flammable solids (hexamine, matches, etc.) or other dangerous goods.
5 Chemicals: may contain items meeting any of the criteria for dangerous goods, particularly flammable liquids,
flammable solids, oxidizers, and organic peroxides, toxic or corrosive substances.
6 COMAT (company materials): such as aircraft parts, may contain dangerous goods as an integral part, e.g. chemical
oxygen generators in a passenger service unit (PSU), various compressed gases such as oxygen, carbon dioxide and
nitrogen, gas lighters, aerosols, fire extinguishers, flammable liquids such as fuels, paints and adhesives, and
6- Page 3 of 28 12 April 2023

corrosive material such as batteries. Other items such as flares, first aid kits, life-saving appliances, matches,
magnetized material, etc.
7 Consolidated consignments (GROUPAGES): may contain any of the defined classes of dangerous goods
8 Cryogenic (liquid): indicates refrigerated liquefied gases such as argon, helium, neon and nitrogen.
9 Cylinders: may indicate compressed or liquefied gas.
10 Dental apparatus: may contain flammable resins or solvents, compressed or liquefied gas, mercury and radioactive
material.
11 Diagnostic specimens: may contain infectious substances.
12 Diving equipment: may contain cylinders (such as scuba tanks, vest bottles, etc.) of compressed gas (air, oxygen,
etc.), high intensity diving lamps which can generate extremely high heat when operated in air. In order to be
carried safely, the bulb or battery must be disconnected.
13 Drilling and mining equipment: may contain explosive(s) and/or other dangerous goods.
14 Dry shipper (vapour shipper): may contain free liquid nitrogen. Dry shippers are subject to these Regulations when
they permit the release of any free liquid nitrogen irrespective of the orientation of the packaging.
15 Electrical equipment: may contain magnetized materials or mercury in switch gear and electron tubes or wet
batteries.
16 Electrically powered apparatus: (wheelchairs, lawn mowers, golf carts, etc.) may contain wet batteries.
17 Expeditionary equipment: may contain explosives (flares), flammable liquids (gasoline), flammable gas (propane,
camping gas) or other dangerous goods.
18 Film crew or media equipment: may contain explosive pyrotechnic devices, generators incorporating internal
combustion engines, wet batteries, fuel, heat producing items, etc.
19 Frozen embryos: may contain refrigerated liquefied gas or Carbon dioxide, solid (dry ice).
20 Frozen fruit, vegetables etc.: may be packed in
Carbon dioxide, solid (dry ice).
21 Fuels: may contain flammable liquids, flammable solids or flammable gases.
22 Fuel control units: may contain flammable liquids.
23 Hot air balloon: may contain cylinders with flammable gas, fire extinguishers, engines internal combustion,
batteries, etc.
24 Household goods: may contain items meeting any of the criteria for dangerous goods including flammable liquids
such as solvent based paint, adhesives, polishes, aerosols (for passengers, those not permitted under Subsection
2.3 of IATA DGR), bleach, corrosive oven or drain cleaners, ammunition, matches, etc.
25 Instruments: may conceal barometers, manometers, mercury switches, rectifier tubes, thermometers, etc.
containing mercury.
26 Laboratory/testing equipment: may contain items meeting any of the criteria for dangerous goods, particularly
flammable liquids, flammable solids, oxidizers, organic peroxides, toxic or corrosive substances
27 Machinery parts: may contain adhesives, paints, sealants, solvents, wet and lithium batteries, mercury, cylinders
of compressed or liquefied gas, etc.
28 Magnets and other items of similar material: may individually or cumulatively meet the definition of magnetized
material (see IATA DGR Section 3.9.2.2).
29 Medical supplies: may contain items meeting any of the criteria for dangerous goods, particularly flammable
liquids, flammable solids, oxidizers, and organic peroxides, toxic or corrosive substances.
6- Page 4 of 28 12 April 2023

30 Metal construction material, metal fencing and metal piping: may contain ferro-magnetic material, which may be
subject to special stowage requirements due to the possibility of affecting aircraft instruments (see IATA DGR
Section 3.9.2.2).
31 Parts of an automobile( cars, motorcycle etc.): may contain wet batteries, etc.
32 Passenger’s baggage / promotional material: may contain items meeting any of the criteria for dangerous goods.
Examples include fireworks, flammable household liquids, corrosive oven or drain cleaners, flammable gas or liquid
lighter refills or camping stove cylinders, matches, ammunition, bleach, aerosols (those not permitted under IATA
DGR Subsection 2.3), etc.
33 Pharmaceuticals: may contain items meeting any of the criteria for dangerous goods, particularly radioactive
material, flammable liquids, flammable solids, oxidizers, and organic peroxides, toxic or corrosive substances.
34 Photographic supplies: may contain items meeting any of the criteria for dangerous goods, particularly heat
producing devices, flammable liquids, flammable solids, oxidizers, and organic peroxides, toxic or corrosive
substances.
35 Racing car or motorcycle team equipment: may contain engines, carburettors or fuel tanks which contain fuel or
residual fuel, flammable aerosols, cylinders of compressed gases, nitro methane, other fuel additives or wet
batteries, etc.
36 Refrigerators: may contain liquefied gases or an ammonia solution
37 Repair kits: may contain organic peroxides and flammable adhesives, solvent based paints, resins, etc.
38 Samples for testing: may contain items meeting any of the criteria for dangerous goods, particularly infectious
substances, flammable liquids, flammable solids, oxidizers, and organic peroxides, toxic or corrosive substances.
39 Semen: may be packed with Carbon dioxide, solid (dry ice) or refrigerated liquefied gas. See also dry shipper.
40 SHIPS' SPARES - may contain explosives (flares), cylinders of compressed gas (life rafts), paint, lithium batteries
(emergency locator transmitters), etc.
41 Show, motion picture, stage and special effects equipment: may contain flammable substances, explosives
or other dangerous goods.
42 Swimming pool chemicals: may contain oxidizing or corrosive substances.
43 Switches in electrical equipment or instruments: may contain mercury.
44 Tool boxes: may contain explosives (power rivets), compressed gases or aerosols, flammable gases (butane
cylinders or torches), flammable adhesives or paints, corrosive liquids, etc.
45 Torches: micro torches and utility lighters may contain flammable gas and be equipped with an electronic starter.
Larger torches may consist of a torch head (often with a self- igniting switch) attached to a container or cylinder of
flammable gas.
46 Unaccompanied passenger baggage or personal effects: may contain items meeting any of the criteria for
dangerous goods, such as fireworks, flammable household liquids, corrosive oven or drain cleaners, flammable gas
or liquid lighter refills or camping stove cylinders, matches, bleach, aerosols, etc.
47 Vaccines: may be packed in Carbon dioxide, solid (dry ice).
6- Page 5 of 28 12 April 2023

6.3 DANGEROUS GOODS CARRIED BY PASSENGERS OR CREW

Dangerous Goods must not be carried by passengers or crew except as permitted in Para 2.3. to 2.3.5 of IATA DGR for
personal use. These provisions are summarised in Table 2.3.A of IATA DGR and are given in Appendix A of this manual.
When baggage intended as carry-on is taken by the operator and placed into the cargo compartment for carriage, the
operator must confirm with the passenger that any dangerous goods which are only permitted in carry-on baggage
have been removed by the passenger.
Some of these articles or substances may be subject to operator’s approval before they are permitted to carriage in
baggage. The Duty Supervisor / Duty Manager / Manager – AOCS or any other competent staff who is trained in
Dangerous Goods Regulations and knows the requirements of the regulations will verify that the item in question is in
compliance with the applicable regulations and document the approval through a manifest comment in passenger’s
PNR .For operating crew / ACMs the approval will be documented in a register maintained by the counter supervisor.
Table 6.03
6 - Page 6 of 28 12 April 2023

6 - Page 7 of 28 12 April 2023

HANDLING OF SPECIFIC DANGEROUS GOODS

Handling of a few specific dangerous goods is given below
a) Approval Process: It is recommended that a single company policy be set out that identifies the
items that have been approved and the person(s) or department(s) responsible for determining
how dangerous goods in passenger baggage may be approved;
b) Communication: It is recommended that the operator define how approvals for dangerous
goods requiring operator approval are communicated to the airport(s) of departure. It is
recommended that operators consider a process where such approval is included in the
passenger(s) electronic record;
Wheelchairs/Mobility Aids with Non-spillable Wet Batteries, Nickel-Metal Hydride Batteries

or Dry Batteries
Battery-powered wheelchairs or other similar mobility aids for use by passengers whose mobility
is restricted by either a disability, their health or age, or a temporary mobility problem (e.g. broken
leg), with non-spillable wet batteries which comply with Special Provision A67 or nickel-metal
hydride batteries which comply with Special Provision A199 or dry batteries which comply with
Special Provision A123. These batteries must meet the following requirements:
1) The mobility aid must be prepared for transport to prevent: a) Unintentional activation; and b)
non-spillable batteries are not permitted to contain any free or unabsorbed liquid.
2) The staff must secure, by use of straps, tie-downs or other restrain devices, a battery powered
mobility aid with installed batteries. The mobility aid, the batteries, electrical cabling and controls
must be protected from damage including by the movement of baggage, mail or cargo.
3) The staff must verify that: a) the passenger has confirmed that the battery is a non-spillable
wet battery that complies with Special Provision A67, or a nickel-metal hydride battery that
complies with Special Provision A199 or dry battery that complies with Special Provision A123; b)
The battery terminals are protected from short circuits, e.g. – by being enclosed within a battery
container; c) The battery is either: i. Securely attached to the wheelchair or mobility aid and the
electrical circuits are isolated following the manufacturer’s instructions; or ii. Removed by the
user, if the mobility aid is specifically designed to allow it to be, following the manufacturer’s
instructions.
4) A passenger may carry a maximum of: a) one spare wet, non-spillable battery meeting Special
Provision A67; or b) two spare nickel-metal hydride batteries meeting Special Provision A199 or
dry batteries meeting Special Provision A123.
5) The staff must ensure that any battery(ies) removed from the wheelchair / mobility aid or spare
batteries are carried in strong, rigid packaging’s which must be carried in the cargo compartment.
6) The staff must inform the Pilot-in-Command of the location of the mobility aids with installed
batteries, removed batteries and spare batteries.
7) It is recommended that passengers make advance arrangements with each operator.
a) The label is in two parts;
Figure 6.01
6 - Page 8 of 28 12 April 2023

Part A remains with the wheelchair and indicates whether or not the battery has been removed. In
the particular case where the battery is separated from the wheelchair, Part B may be used to
assist in identifying the battery and also in reconciling the battery and its wheelchair. Pilot in
Command must be advised of the location of battery by the load and trim staff through the
supplementary information on the load and trim sheet.
Wheel chairs / Mobility aids with Spillable batteries will not be accepted on IndiGo flights
Wheelchairs / Mobility aids with Lithium batteries
Lithium ion battery powered wheelchairs or other similar mobility aids for use by passengers
whose mobility is restricted by either a disability, their health or age, or a temporary mobility
problem (e.g. – broken leg), subject to the following conditions:
1) The batteries must be of a type which meets the requirements of each test in the UN Manual of
Tests and Criteria, Part III, Subsection 38.3.
2) The staff must secure, by use of straps, tie-downs or other restrain devices, a battery powered
mobility aid with installed batteries. The mobility aid, the batteries, electrical cabling and controls
must be protected from damage including by the movement of baggage, mail or cargo.
3) The staff must verify: a. The battery terminals are protected from short circuit, e.g. – by being
enclosed within a battery container; b. The battery is either: i. Securely attached to the wheelchair
or the mobility aid and the electrical circuits are isolated following the manufacturer’s instructions;
or ii. The lithium battery(ies) can either remain installed in the mobility aid or be removed by the
user, if the mobility aid is specifically designed to allow it to be, following the manufacturer’s
instructions. The removed battery(ies) must not exceed 300 Wh.
4) A passenger may carry a maximum of one spare lithium ion battery not exceeding 300Wh or
two spare batteries each not exceeding 160Wh
5) The staff must ensure that any battery removed from the mobility aid and any spare batteries
are carried in the passenger cabin. The removed or spare batteries must be protected from
damage (e.g. – by placing each battery in a protective pouch).
6) The staff must inform the Pilot-in-Command of the location of the mobility aids with installed
batteries, removed batteries and spare batteries.
7) It is recommended that passenger’s make advance arrangements with each operator.
Note: For more details please refer to the below link :
6 - Page 9 of 28 12 April 2023

https://www.iata.org/contentassets/6fea26dd84d24b26a7a1fd5788561d6e/mobility-aidguidance-
document.pdf
Mercury Barometer or Thermometer
The passenger must ensure that they bring along with them strong outer packaging’s as
described below to carry a mercurial barometer or mercurial thermometer and also the following
conditions are met a) It must be carried by a representative of a government weather bureau or
similar official agency. b) The barometer or thermometer must be packed in a strong outer
packaging, c) The outer packaging must have a sealed inner liner or a bag of strong leak-proof
and puncture-resistant material impervious to mercury, which will prevent the escape of mercury
from the package irrespective of its position. The pilot-in-command must be informed of location
of the barometer or thermometer. d) It must be carried as a hand baggage only.
Ammunition
a) Securely packaged ammunition (cartridges for weapons, small arms) in Division 1.4S (UN
0012 or UN 0014 only), In quantities not exceeding 5 kg gross weight per person for that
person's own use, excluding ammunition with explosive or incendiary projectiles. b)
Allowances for more than one passenger must not be combined into one or more packages.
Not more than 50 cartridges and 1 small fire arm (Pistol or Shot Gun) Permitted in checked
baggage only. All other security related documentation and procedures like verification of
license paper, ID card proof and Itinerary etc. must be done. Please refer the IndiGo Security
6 - Page 10 of 28 12 April 2023

Manual for more security requirements. As per DGCA Permit 2023-AA/2023: carriage of
Arms & Ammunitions –
In exercise of the powers under Rule 8 of the Aircrafts Rules 1937, Station Managers / Airport
Manager are permitted to allow the carriage of one licensed revolver or pistol or shotgun and
fifty cartridges belonging to a bonafide passenger, provided that - (i) The arms & ammunition
shall be carried only in the registered baggage of the passenger; (ii) The registered baggage
containing arms/ammunition shall be carried only in aircraft having separate cargo holds so
as not to be accessible to passenger; (iii) The arms/ammunition are so packed, protected and
secured as to avoid the possibility of their being a source of danger; (iv) The nature of the
goods is clearly and conspicuously marked on the package containing them; (v) The Station
Manager / Airport Manager shall verify all the relevant documents to ensure that the arms are
licensed in the name of the passenger concerned; and (vi) the registered baggage shall be
handed over to the passenger at the destination only in the arrival hall and not on the tarmac.
(vi) The information will be provided for the arms / ammunitions by security supervisor to the
skipper and skipper will telephonically inform CLC to mention this in the SI column of the load
sheet. Note: -  In case the passenger wants to carry more than one licensed weapon and/or
more than fifty cartridges, they require written permission from DGCA.  The Station
Manager/ Airport Manager shall verify all the relevant documents to ensure that the
weapon(s) and ammunition is/are licensed/authorized on the name of the passenger
concerned. Also keep a copy of approval from DGCA and maintain the documents at station
level.
Lithium Ion Batteries
a) Not exceeding 160 Wh b) may be carried as spare batteries in carry-on baggage,

equipment in either checked or carry-on baggage. c) No more than two individually
protected spare batteries per person may be carried. Note: - Personal motorized vehicles
similar to hover-boards, mini-Segways etc. contained lithium battery are not permitted to
be carried on our flights
Carbon Dioxide, Solid (Dry Ice)
a) In quantities not exceeding 2.5 kg per person when used to pack perishables that are
not subject to Dangerous Goods Regulations,
6 - Page 11 of 28 12 April 2023

b) The baggage (package) permits the release of carbon dioxide gas and affix Dry Ice
sticker Note:  Dry Ice loading for catering is 6kgs in Summer (March to October) and
4kgs in Winter (November to February) for domestic flights and 8kgs for international
flights for A320 & A321.  Dry Ice loading for catering is 2 kgs in ATR which exclude 10
kg limitation for passengers.  Personnel handling cargo containing Dry Ice shall wear
gloves and PPE
DANGEROUS GOODS CARRIED IN OR AS CABIN BAGGAGE

In a scenario, where baggage intended as carry-on baggage cannot be accommodated in the passenger cabin and is to
be transported as hold baggage, it is the responsibility of the Airport Operations & Customer Services Team to ensure
that the dangerous goods such as spare batteries, e-cigarettes etc. must be removed from such baggage and carried
in the cabin with proper packing.
The baggage then may be accepted as checked baggage and loaded in the hold of the aircraft.
Note: E-cigarettes are not allowed in India.
The staff must also have thorough knowledge about the Dangerous Goods which are not permitted in the Checked
Baggage in such cases. If this situation occurs after the passenger has boarded the flight, the cabin crew / skipper /
security staff at the ramp will ensure that such dangerous goods have been removed from the carry-on baggage as
are not permitted to be loaded in the aircraft hold before the baggage is loaded in the aircraft hold.
Few Examples Are All Spare lithium metal or lithium-ion cells or batteries, E-Cigarettes, Mercury Barometer or
thermometer carried by a Government Weather Bureau, Battery-powered mobility aids with lithium ion batteries
(collapsible).
The staff should ask relevant questions such as:
1. Are you carrying any items containing Lithium Ion Battery or Spare Lithium Ion Battery in your check-in baggage?
2. Are you carrying Mercury Barometer/Thermometer, Match-box, lighter, Taser gun, or Pepper spray in check-in
Baggage/ Carry-on Baggage?
Staff must also ensure that items not permissible for carriage are removed from the baggage
6.4 DANGEROUS GOODS IN OPERATOR’S PROPERTY
The provisions of Dangerous Goods Regulations do not apply to the articles and substances given in para (a) to (e)
given hereunder.
(a) Aircraft Equipment:

Articles and substances which would otherwise be classified as dangerous goods but which are required to be aboard
the aircraft in accordance with pertinent airworthiness requirements and operating regulations or that are authorized
by the State of the operator to meet special requirements.
(b) Consumer Goods:

Aerosols, alcoholic beverages, perfumes, colognes, safety matches and liquefied gas lighters carried aboard an aircraft
by the operator for use or sale on the aircraft during the flight, or series of flights, but excluding non-refillable gas
lighters and those lighters liable to leak when exposed to reduced pressure.
(c) Carbon Dioxide, Solid (Dry Ice):
6 - Page 12 of 28 12 April 2023

Carbon dioxide solid, (dry ice) for use in food and beverage service aboard the aircraft would otherwise be classified as
dangerous goods. IndiGo Airlines Policy on carriage of dry ice.
(d) Hygiene Products:

Alcohol-based hand sanitizers and alcohol-based cleaning products carried aboard an aircraft by the operator for use
on the aircraft during the flight or series of flights for the purposes for passenger and crew hygiene.
(e) Battery-Powered Electronic Equipment:
Electronic devices such as electronic flight bags, personal entertainment devices, credit card readers, containing lithium
metal or lithium ion cells or batteries and spare lithium batteries for such devices carried aboard an aircraft by the
operator for use on the aircraft during the flight or series of flights, provided that the batteries meet the provisions of
2.3.5.8. Spare lithium batteries must be individually protected so as to prevent short circuits when not in use. Conditions
for the carriage and use of these electronic devices and for the carriage of spare batteries must be provided in the
operations manual and/or other appropriate manuals as will enable flight crew, cabin crew and other employees to
carry out the functions for which they are responsible.
Aircraft Spares:
Articles and substances intended as replacements for the above listed items or which have been removed for
replacement from an aircraft, must be transported in accordance with the provisions of the Dangerous Goods
Regulations. These articles or substances may be carried in containers specially designed for their transport, provided
such containers are capable of meeting at least the requirements for the packaging specified in the dangerous goods
regulations for the items packed in the containers.
Dangerous goods in airmail
Dangerous Goods are not permitted to be carried in Air mail in India.
6.5 CLASSIFICATION OF DANGEROUS GOODS
Table 6.04
Hazard Class Name of Class or Examples of Materials
Division
Class 1 Explosives RDX, Detonators, TNT
Division 1.1 to 1.6
Class 2 Gases
Division 2.1 Acetylene, Butane, Ethylene
Flammable gas
Division 2.2 Non-flammable, non- Carbon dioxide, Nitrogen, Oxygen
toxic gas
Division 2.3 Toxic gas Chlorine, Carbon monoxide, Sulphur
dioxide
Class 3 Flammable Liquid Alcohols, Oil based
Paint, Petrol, Printing Ink
6 - Page 13 of 28 12 April 2023

Flammable Solids; Substances Liable to Spontaneous

Class 4 Combustion; Substances Which, in Contact with Water, Emit
Flammable Gases
Division 4.1 Flammable solids, Safety Matches, Naphthalene
self-reactive
substances,
polymerizing
substances and solid
desensitized
explosives
Division 4.2 Substances liable to Yellow Phosphorus, Copra
spontaneous
combustion
Division 4.3 Substances which, in Calcium, Sodium
contact with water, Batteries
emit flammable gases
Class 5 Oxidizing Substances and Organic Peroxides
Division 5.1 Oxidizer Ammonium peroxydisulfate
Division 5.2 Organic peroxides Methyl ethyl ketone peroxide
Class 6 Toxic and Infectious Substances
Division 6.1 Toxic substances Phenol, Mercuric
Compounds
Division 6.2 Infectious substances Hepatitis B virus cultures
Class 7 Radioactive Material Rubidium(37), Uranium(92)
Class 8 Corrosives Acetic Acid, Sulphuric Acid

Class 9 Miscellaneous Dry Ice, First Aid Kit
Dangerous Substances
and Articles, Including
Environmentally
Hazardous Substances
6.6 MARKINGS
The Shipper is responsible for all necessary marking and labelling of each package of dangerous goods and each over
pack containing dangerous goods. In compliance with these Regulations each package must be of such a size that there
is adequate space to affix all required markings and labels. In general the markings are the sole responsibility of the
Shipper. He also has to ensure the durability of the marking. However the operator shall take due care so that the
markings are visible at all phases of transport. There are basically two types of markings:
 Markings which help to identify the design or specification of a packaging
 Markings which help to identify the use of a particular packaging
We generally come across the following markings:
 Package specification markings.
6 - Page 14 of 28 12 April 2023

 Package use markings which include

o Name and address of the shipper and consignee b. NET QUANTITY
o GROSS WEIGHT
o Name and telephone number of a responsible person
o KEEP UPRIGHT
o DO NOT DROP - HANDLE WITH CARE
o BIOLOGICAL SUBSTANCE, CATEGORY B
o Air Crew Protective Breathing Equipment (PBE) in accordance with Special Provision A 144
o OVERPACK
o SALVAGE
o LTD QTY
o ALL PACKED IN ONE
o EMPTY PACKAGINGS
o THIS SIDE UP
6.7 HOW DO I RECOGNIZE THE SPECIFICATION MARKINGS?
 UN Specification packages are performance oriented and are subject to specified tests before they are
permitted to bear the required marking. The required markings are like the example below and provide the
user with the following information:
 Example of a UN Specification Marking:
Figure 06.02
= United Nations Packaging Symbol indicating that the package has been designed tested and
manufactured according to the United Nations Specifications.
4G =the Packaging Type Code. “4G” indicates a fibreboard box.
6 - Page 15 of 28 12 April 2023

X = the packing group designator “X” identifies that the packaging has been tested for substances in Packing
Group I, “Y” for Packing Group II and “Z” for Packing Group III.
10 = the maximum permitted gross weight, in kilograms, of the package.
S = Indicates the package is used to contain solids or inner packaging.
xx = Shows the year in which the package was manufactured, e.g.“07”
SA = Indicates the State authorizing the allocation of the mark.
T7402 = Name or identification mark of the manufacturer.
6.7 LABELLING
In general the labels are the sole responsibility of the Shipper. He also has to ensure the durability of the labels. However
the Operator shall take due care so
6 - Page 16 of 28 12 April 2023

that the labels are visible at all phases of transport. There are basically two types of labels:
 Hazard label
 Handling label
Hazard Labels
Hazard labels are in the shape of a square set at 45° (diamond shaped), and have minimum dimensions of 100 ×
100 mm.
Handling Labels
In addition to hazard labels, handling labels are used to provide information on the proper handling and stowage
of packages of dangerous goods.
6.8 COMPLETE LIST OF CLASSES AND DIVISIONS WITH HAZARD LABELS

Table 06.05
Complete List of Classes And Divisions
Class, Division, Hazard Label Description Comments
Name, Cargo
and or
IMP Code
Examples
Class 1 – Explosives
Division 1.1 Articles and
REX substances
having a mass
explosion hazard
6 - Page 17 of 28 12 April 2023


REX substance
having a
These
projection
Explosives are
Hazard
normally
forbidden
substance for carriage
REX
having a minor by air e.g.
RCX
blast or Dynamite or
RGX projection torpedoes
When hazard
permitted
REX substance which
present no
significant
hazard
Division 1.5 Very insensitive

REX substance which
have a mass
explosion hazard
Division 1.6 Extremely

REX insensitive
articles which do
not have a mass
explosion hazard
RXB Compatibility
RXC Group
Assignment
RXD
according to
RXE DGR Table 3.1.
RXG A, e.g. Distress
signals, Fuse
igniters.
Note: Goods of Class 1 are assigned to one of six divisions AND to one of 13
compatibility groups which identify the kinds of explosive articles and substances that
are deemed compatible.
6 - Page 18 of 28 12 April 2023

RXS Articles and e.g.

substance which Ammunition
present no for hand
significant weapons, for
hazard. Effect signal Safety
from accidental Fuses, some
functioning is types of
confined within fireworks etc.
the package
Class 2 Gases
Division 2.1 Any gas which, E.g. Butane,
Flammable Gas when mixed with Hydrogen,
air in certain Propane,
RFG
proportions, Acetylene,
forms a Lighters.
flammable
mixture.
Division 2.2 Any non- E.g. Carbon
Non- flammable, non- dioxide, Neon,
flammable toxic gas or low- Fire extinguisher,
temperature liquefied Nitrogen
non-toxic gas
liquefied gas or Helium.
RNG
Division 2.3 Gases known to Most toxic gases

Toxic gas be toxic or are forbidden for
corrosive to carriage by air;
RPG
humans and some are
known to pose a permitted, e.g.
health hazard. Aerosols of low
toxicity, Tear gas
devices.
Class 3 flammable Liquids

Flammable Any liquid having a E.g. Paint,
Liquid closed cup flash point Alcohols,
RFL of 60°C or below (DGR some
Appendix A). Adhesives,
Acetone,
Petrol, etc.
Class 4 flammable solids
6 - Page 19 of 28 12 April 2023

Division 4.1 Any solid material, E.g. Matches,

Flammable which is readily Sulphur,
solid combustible, or may Celluloid,
cause or contribute to Nitro
RFS
fire through friction. naphthalene
Note: Some
are self-
reactive.
Division 4.2 Such substances are E.g. White or
Spontaneously liable to spontaneous Yellow
heating or to heating phosphorus,
Combustible
up in contact with air Magnesium
RSC
and then liable to diamide.
catch fire
Division 4.3 Substances, which, by e.g. Calcium
Dangerous interaction with carbide,
when wet water, are liable to Sodium
RFW become
spontaneously
flammable or to give
off flammable gases.
Class 5 Oxidizing Substances; Organic Peroxides
Division 5.1 A substance that A substance
Oxidizer yields oxygen readily that yields
to stimulate the oxygen
ROX
combustion of other readily to
material. stimulate the
combustion
of other
material.
Division 5.2 An organic material E.g. tert-Butyl
Organic (liquid or solid) that hydro
Peroxide can be ignited readily peroxide, as
by external flame and listed in
ROP
then burns with an Appendix C.2
accelerating rate; of the DGR,
some substances react hardeners for
dangerously with fiberglass
others repair kits.
Class 6 Toxic (Poisonous) Substance; Infectious Substance
6 - Page 20 of 28 12 April 2023

Division 6.1 Liquids or E.g. Arsenic,

Toxic solids, which Nicotine,
substance are dangerous, Cyanide,
if inhaled, Pesticides,
RPB
swallowed or Strychnine.
absorbed Some are
through the totally
skin. forbidden,
e.g. Bromo-
acetone
Division 6.2 Substances E.g. Virus,
Infectious which are Bacteria, such
Substance known or as HIV (AIDS),
reasonably Rabies, some
RIS
expected to diagnostic
contain specimens,
pathogens and biological
cause disease in products and
humans or in Medical and
animals. Clinical waste.
Class 7 Radioactive Material
Class 7 Radioactive
Radioactive materials with
Material low radiation
level on the
Category I -
package
White
surface. No
RRW transport index
indicated.
Class 7 Radiation level E.g. Radio
Radioactive higher than nuclides or
Material Category I and a isotopes for
transport index medical or
Category II -
not exceeding industrial
Yellow
1. purposes.
RRY
Class 7 Radiation level

Radioactive higher than
Material Category II
and/or a
Category III-
transport index
Yellow
exceeding 1 but
RRY not more than
10.
6 - Page 21 of 28 12 April 2023

Class 7 Criticality Safety E.g. Fissile

Radioactive Index labels material:
Material Fissile must be used in Uranium 233
addition to the and 235;
Criticality
appropriate Plutonium
Safety Index
radioactive 239 and 241.
labels to
provide control
over
accumulation of
packages or
over packs
containing
fissile material.
Class 8 Corrosive
Class 8 A liquid or solid E.g. Battery
Corrosive that will cause acids,
Material severe damage Mercury,
when in contact Sulphuric
RCM
with living acid.
tissue or, in the
case of leakage
will materially
damage or even
destroy other
goods or the
means of
transport.
Class 9 Miscellaneous Dangerous Goods
Class 9 Any substance, E.g. Asbestos,
Miscellaneous which presents a Life Rafts,
dangerous danger during air Chain Saws,
goods transportation that, Internal
is not covered by Combustion
other classes. These Engines.
include Aviation
regulated solid or
liquid substances
with anesthetic,
noxious or similar
properties, which
could cause extreme
annoyance or
6 - Page 22 of 28 12 April 2023

discomfort to crew
members so as to
prevent the correct
performance of
assigned duties.
Polymeric Semi-processed
Beads polymeric articles
impregnated with a
RSB
flammable gas or
liquid as a blowing
agent; they may
evolve small
quantities of
flammable gas.
Carbon Carbon dioxide,

Dioxide, Solid solid (dry ice) has a
Dry Ice, ICE temperature of
-79°C. On
sublimation it
produces a gas
heavier than air
which in an
enclosed area and in
larger quantities can
lead to suffocation
6.9 HANDLING LABELS AND OTHER MARKS
Table 9.1F
Magnetized material
MAG
6 - Page 23 of 28 12 April 2023

Cargo Aircraft Only

CAO
Cryogenic Liquid
RCL
Package Orientation (This

Way Up)
Label for Battery-powered

wheelchairs or mobility aids
6 - Page 24 of 28 12 April 2023

Keep Away from Heat
Radioactive Material,
Excepted Package
Excepted Quantity Package

Mark
Lithium Batteries Mark
Environmentally Hazardous
Substances Mark
6 - Page 25 of 28 12 April 2023

Limited Quantities Mark
Biological Substances,
Category B Mark
Genetically modified (micro)

organisms Mark
6.10 REPORTING OF INCIDENTS AND ACCIDENTS

IndiGo will report dangerous goods incidents and accidents to the Directorate General of Civil
Aviation, DGCA and the State Authority in which the accident occurred, in accordance with the
reporting requirements of those appropriate authorities. IndiGo will report any occasion when
undeclared or misdeclared dangerous goods are discovered in cargo; any occasion when
dangerous goods not permitted under Technical Instructions section 8-1-1 / IATA DGR section 2.3
are discovered in passengers’ baggage; when dangerous goods have been discovered to have
been carried when not loaded, segregated, separated and / or secured in accordance with the
provisions of DGR; or when dangerous goods have been discovered to have been carried as cargo
without issuance of a NOTOC.
In the event of dangerous goods accident or incident as the case may be, IndiGo Flight Safety
Team shall submit a report in writing to Directorate General of Civil Aviation (DGCA, India) and the
state in which the accident or incident occurred.
The concerned airport manager or the Pilot-In-Command of the flight will narrate the incident by
email to Flight Safety Team (fltsafe.hq@goindigo.in). IndiGo Flight Safety Team will forward the
report to Director Air Safety of DGCA and other appropriate authority such as AERB in case of
accident/incident related to radioactive materials within twenty-four hours for any Dangerous Goods
accidents / incident.
Refer IndiGo DGM chapter 7 for detailed process.
6 - Page 26 of 28 12 April 2023

GENERAL EMERGENCY PROCEDURES FOR GROUND PERSONNEL

The general procedures to be followed during a dangerous goods incident comprise the following:
 Notify immediate supervisor and get professional assistance. Identify the dangerous goods (if
safe to do so)
 Where safe to do so, isolate the package by removing other packages or property. Avoid contact
with the contents of the package.
 If the contents come in contact with your body or clothes:
o thoroughly wash off body with plenty of water
o remove contaminated clothing
o do not eat or smoke o keep hands away from eyes, mouth and nose
o seek medical assistance
 Staff involved in such incidents should stay on site until their names are noted.
 The appropriate authorities must be notified.
6 - Page 27 of 28 12 April 2023

6.11 INDIGO DANGEROUS GOODS CARRIAGE POLICY
1. Dangerous Goods in Passenger / Crew baggage

A. The following articles / substances are not permitted for carriage in IndiGo aircraft:
i. Battery-powered wheelchairs or mobility-aids with spillable batteries.
ii. Used camping stoves or fuel containers.
iii. Oxygen or air, gaseous, cylinders required for medical use.
iv. Lighters including Blue flame / Zippo lighters / lighters powered by lithium batteries.
v. Hover boards, balance wheels, Solo wheels etc.
vi. Avalanche rescue backpacks.
vii. Used internal combustion or fuel cell engines.
B. The following articles / substances are permitted for carriage subject to additional conditions as given
hereunder:
i. Portable Oxygen Concentrators (POC) which are FAA approved are allowed to be carried as a carry-on baggage.
ii. Portable Oxygen Concentrators (POC), which are not FAA approved are only allowed in checked-in baggage
provided the batteries are detached, protected individually and carried as carry-on baggage.
When baggage intended as carry-on is taken by the operator and placed into the cargo compartment for carriage, the operator
must confirm with the passenger that any dangerous goods which are only permitted in carry-on baggage have been removed
by the passenger.
6 - Page 28 of 28 12 April 2023

CUSTOMER CHECKIN Issue 9 Revision 1
7 CUSTOMER CHECK-IN
7.0 Airport Check-in Policies, Customer Check-in
Ticket Sales Counter
If a ticket sales counter is located at the airport ,display either electronic or manual versions of:
 Operating airline signage.

 Dangerous goods notification
Staff requirements
Personal attention shall be paid to each Customer.

Only Qualified staff shall carry out check-in efficiently.
Airline Partnerships
Among the many types of Airline Partnerships, IndiGo is currently focused on 2 categories which are
Codeshare and Interline.
Codeshare
Codeshare is a commercial arrangement, common in the aviation industry, in which one airline
(“marketing carrier”) markets a flight under their own airline designator and flight number (“marketing
flight no.”) as part of their published timetable or schedule while the flight is operated by another airline
(“operating carrier") under their own airline designator and flight number (“operating flight no.”)
Example: XX123 (flight number 123 operated by the airline XX), might also be sold by airline YY as
YY456. Airline YY is called "marketing carrier" and airline XX is called “operating carrier”.
There can be more than one marketing flight no. for a particular operating flight no. if the marketing
carriers individually have a codeshare with the operating carrier.
Example: XX123 (flight number 123 operated by the airline XX), might also be sold by airline YY as YY456
and by ZZ as ZZ9876. Airlines YY and ZZ are called “marketing carriers” and airline XX is called “operating
carrier”
Interline
Interline is a commercial arrangement between two airlines that enables one airline to sell flights of
another airline using their individual airline designators and flight numbers.
7- Page 1 of 40 20 Oct 2021

Such arrangements allow passengers to book multiple segments on multiple carriers on a single ticket
enabling them to change from one flight to another without having to collect bags or check-in again at
connecting airport.
Example: Airline XX operating flight XX123 may sell an itinerary having additional segment operated by
airline YY as YY456 on a single ticket.
There can be multiple segments operated by multiple carriers on a single ticket sold by one of the
operating airlines if these airlines have an interline between them.
Example: Airline XX operating flight XX123 may sell an itinerary having additional segments operated by
airline YY as YY456 and airline ZZ as ZZ9876 on a single ticket.
Through bag
For both types of airline partnerships mentioned above, baggage is through checked-in at origin till
destination and transferred from one airline to the other airline directly at connecting airport.
IndiGo’s existing partnerships

IndiGo currently has three codeshare partnerships as listed below:
· Two-way codeshare with Turkish Airlines (TK marketing 6E operating and vice versa)
· One-way codeshare with Qatar Airways (QR marketing 6E operating only)
· One-way codeshare with American Airline (AA marketing 6E operating only)
The policies and procedures for all the above-mentioned codeshares are governed through a codeshare
procedures manual prepared individually with each partner airline basis the business need.
Counter equipment and Control
Check-in counters must always be neat and in good order, equipped with all necessary signs and
equipment.
 The check-in counters are often the face of the airline and should, as such, always give an
impression of order and efficiency.
 The check-in counter in charge shall ensure unauthorised use and access of Departure Control
System.
 Post operating hours, check-in counter in charge shall ensure that leftover stock of boarding
passes and baggage tags (inside the printer or otherwise) are secured in order to prevent
unauthorised access.
 Every check-in agent shall sign-out, log-off and lock the system.
 In line with IndiGo’s IT Security Policy, sharing system credentials with other employees is
prohibited.
7- Page 2 of 40 20 Oct 2021

International Web Check-in
• For customers travelling on international flight Web check-in can be done 24 hrs prior to the
departure time up to 75 minutes before the departure.
• In case the customer is carrying soft/printed copy of the web check-in boarding pass, she/he shall be
allowed to travel on the same boarding pass, provided the same is permitted by the local Immigration
Authorities.
• The CHFE (check-in fee) is not applicable for international flights.
• Check-In Agent to verify all travel documents held by the customer. In case of improper or incomplete
documents ,staff to retain the customer irrespective if the web check-in is done.
Separate check-in counters
In order to provide a good service to our Customers and as required, separate counters may be provided
for certain categories of Customers, e.g.:
 FF service (at select airports )

 Bag Drop Counters
 Groups
Special Customer categories
Special attention shall be paid to Customer categories, such as for example:
 Customers with reduced mobility,

 Customers traveling with children/infant/Pregnant Women/or older in age etc.
Queues
Queue management of different types (ropes, automatic queue system, etc.) may be used to increase
efficiency. Depending on airport layout either straight or serpentine queue must be formed.
Photo Identification
Please ref Customer documents chapter 2.0
Deadline
7- Page 3 of 40 20 Oct 2021

Check-in counter shall be closed 60 minutes prior to scheduled or estimated time of departure for
domestic flights and 75 minutes prior to scheduled or estimated time of departure for international flights.
Customers arriving at check-in after deadline shall be treated in accordance with IndiGo’s re-
accommodation policy. In case counter in-charge decides to accept the customer on same flight, due
attention must be paid to comfort of the customer as well as the punctual departure of the flight.In case
customer has a checked-in baggage a Limited Release liability must be signed by the customer under ‘Late
Check-in’ category of the baggage tag. Origin airport must make all efforts to connect the baggage on
same flight.
Assisted Check-in (CHFE)
Definition
Customer who is seeking assisted check-in facility at airport check-in counters. Assisted check-in means,
issuance of boarding pass from check-in counters, either as a fresh check-in or reprinting of boarding pass
from check-in counters.
Exemption:
 At some airports, customers are allowed travel on soft copy of boarding pass. Such customers
with soft copy of boarding pass must not be insisted on carrying hard copy and must not be
charged the Assisted Check-in Fee.
• Customers travelling on international flights or undertaking international connections shall be
exempted from these charges
• Customers with reduced mobility due to disability or age /stretcher
• Unaccompanied Minor (UMNR)
• No show being re-accommodated on next flight
• Members of Armed forces
• SLT members can be re-issued a boarding pass with a seat number (in case travelling on cabin seat).
• Expectant mother travelling alone and only if appearing physically unwell or distressed
• Mother travelling alone with infant and only if appearing physically unwell or distressed
Re-accommodation policy for No Show & Gate No Show
Any Customer arriving at the airport between counter closure time and 30 minutes post the departure of
the flight (No Show) or any Gate no show , Staff to give the below re-accommodation option
7- Page 4 of 40 20 Oct 2021

1. Option to be on standby for the next available flight:

 The customer to be asked if he/she can be on standby 60 minutes prior to the next
available flight, subject to seat availability till that time.
 If there are available seats till 60 minutes of departure, the Customer to be
accommodated on the flight.
Below are the fee details associated incase customer chooses the above option
Details Description
Fee Code NMOVE
Fee Name No Show Pax Move Fee
Application to Per Passenger
2. Option to get a confirmed seat on the flight of his / her choice:
 If the customer wants to have a confirmed reservation for the same day or on a
different date, he / she would have to pay the change fee plus difference in fare. Sector
change is also applicable in this scenario.
Any customer who fails to agree to the above 02 options, in that case no re-accommodation policy would
apply and the entire fare would get forfeited.
Shift Your Flight

Shift your flight policy is applicable to all passengers travelling on a domestic flight, wanting to pre-pone
there flights (within 4 hours)
 Passenger must be physically present at the airport as the change can be done only at airport
 Changes can be done only for preponing the flight and not for postponing flight
 The time difference between desired flight and booked flight should be maximum 4 hrs
o This means if the original flight booked is at 1600 hrs., then this flight can be preponed to
a flight which is departing at or after 1200 hrs. The basis to calculate the difference of 4
hrs., has to be between the departure time of original flight and desired flight and not on
the basis of passenger reporting time
 Request for such change will be confirmed only 60 minutes before the departure of the desired
flight subject to the availability of seats and a non-refundable fee
 UMNRs cannot ask for change of flight themselves. Only their parents/guardian at origin station
can request for this service
 This facility shall not be extended to passengers booked under group fares
7- Page 5 of 40 17 May 2021

 It is not applicable to international flights, whether in isolation or in connection with domestic

flight
Problems
Problems arising at check-in due to faulty ticketing or other reasons shall whenever necessary be handled
away from the ordinary check-in counters.
Reprinting of Boarding Pass: Staff shall only reprint a BP of a checked-in customer with baggage in
consultation with the supervisor.
Services
Check-in service at the Airport consists basically of the following elements:
Ticket Baggage Boarding pass Information to Customer
Ticket control Control of cabin baggage weight Registration of About checked baggage (final
(always retrieve and dimensions not exceeding 07 Customer and destination etc.)
customer kgs (10 kgs for corporate customers checked baggage in Authenticate Credit card details
information by & frequent travellers) & 115 cms computerized for all PNRs placed in watch
PNR) queue
respectively (same for ATR 72-600 check-in system
& A321). Hand Baggage Sizers &
Credit Card Issue weighing scales must be used for
effective hand baggage control.
Ticket entries Control of checked baggage Seat assignment if About through processing (when
not ASR (Advance applicable)
Seat Reservation)
or Pre Seating is
done
Customer Issuance of baggage tags Issuance of About operating carrier and
portion of boarding pass flight number, gate number,
baggage tag security, boarding time, delay
affixed to ticket etc.
Control of travel Baggage tag affixed to checked Through processing
documents i.e. baggage. This function must be of Customer and
valid performed only by AOCS staff. baggage (when
identification Service providers are not allowed applicable)
to tag the bags
Special baggage tag affixed to Standby processing
checked baggage (when applicable) (when applicable)
7- Page 6 of 40 17 May 2021

Note: While distributing boarding passes for group check-in, each Customers identity must always be
verified by the check-in agent. Boarding passes must never be handed over to the group to be
distributed amongst themselves.
Return Boarding Pass (REBP)
All customers having a return flight on the same day can be issued a return boarding pass from the
originating station if the customer does not have any check-in baggage.
Emergency Exit Area (Rows) seating:

Check-in supervisor to ensure at least one seat in each of the below blocks of emergency exit rows to be
occupied and to be in compliance with DGCA CAR Section 2 , Series O Part VII.
Aircraft Emergency Exit Row Seats
A 320/32S 12 ABC DEF ; 13 ABC DEF
A 321 – 222 17 ABC DEF ; 18 ABC DEF ; 27 ABC DEF
A 321 – 232 18 ABC DEF ; 19 ABC DEF, 18 ABC DEF ; 28 BC DE, 29 ABC DEF
ATR 72 – 600 1 DF ; 2 AC DF
Process:
 Before starting the check-in, supervisor to ascertain if any of the above seats are occupied or not
already.
 If not, then it must be ensured that such seats are assigned to any of the customer meeting the
above criteria.
 If situation demands then one seat in the above blocks can be given free of cost in order to be in
compliance with the aforesaid CAR.
 However all efforts must be made to upsell the XL seats without compromising the safety.
 Before assigning these seats it is mandatory for the check-in agent to check with the customer
for his/her willingness to operate the emergency exit in case of an emergency and the other
criteria as mentioned in section 4.0
Door Inoperative – Procedure

 In the event of One Main Door / Slide or One Over wing Exit is inoperative; IndiGo shall operate
its Flight under MEL as approved by the Directorate General of Civil Aviation, India.
 Customers shall not be seated near the Inoperative exit. For example: If Port side emergency
exit is INOP, customer shall not be seated on that particular port side exit row 12 A B C or 13 A B
C respectively.
 Incase if the door has been declared inoperative before the commencement of Check-in/
Boarding following table to be referred to fulfil the load penalty. At check-in counters/boarding
gate reseating must be done in accordance to below table. If the flight is full, affected customers
must be re-booked on alternate available flights without additional charges.
7- Page 7 of 40 17 May 2021

One main cabin One over wing Two over wing One main door &
Scenario door or slide exit INOP exit or one slide one over wing
Capacity / INOP INOP exit (not on same
Aircraft Type side) INOP
180Y / A320 Only 149 Only 164 Only 149 Only 134
customers shall customers shall customers shall customers shall
be allowed. No be allowed. No be allowed. No be allowed. No
customer shall be customer shall be customer shall be customer shall be
allowed to be allowed to be allowed to be allowed to be
seated on the seated on the seated on the seated on the
seats that fall seats that fall seats that fall seats that fall
under the affected under the affected under the affected under the affected
zone zone zone zone
Aft service door Forward Main Entry Door
Scenario (star board side) emergency exit (Aft, port side)
Capacity / INOP
Aircraft Type
74Y / ATR 72-600 Only 57 customers Only 60 customers NO GO
shall be allowed. No shall be allowed.
customer shall be No customer shall
allowed to be seated
be allowed to be
on rows 16, 17, 18,
seated on rows 2,
19 & 15D
3, 4, 1D & 1F
A321 Door INOP Procedure
Type of Flight INOP Exit Max Passenger Capacity INOP Seats
FWD EXIT 168 ROW 8 TO ROW 16
ROW 23 TO ROW 26
MID EXIT 178 ANY TWO SEATS FROM ROW 22
NON-OVERWATER FLIGHT
ROW 35 TO ROW 37
ROW 31 TO 37
AFT EXIT 179
ANY ONE SEAT FROM ROW 30
FWD EXIT 156 ROW 6 TO ROW 16
ROW 23 TO ROW 26
OVERWATER FLIGHT MID EXIT 178 ANY TWO SEATS FROM ROW 22
ROW 35 TO ROW 37
AFT EXIT 156 ROW 27 TO ROW 37
7- Page 8 of 40 17 May 2021

ROW 8 TO ROW 16
OVERWATER & OVERWING
155 ROW 19 & ROW 20
NON-OVERWATER FLIGHT EXIT
ANY ONE SEAT FROM ROW 21
Transportation of Live Human Organs, Tissues & Corneas

At Call Centre
Inform customer to carry:
An authorization letter from the hospital where the organ is removed from donor containing below
details:
 Details such as name, address & contact number of Hospital and Doctors involved
in removal of the organ
 Confirmation that the said hospital & doctors are qualified and authorised by
competent authorities to remove the organ
 Details of organ being transported and declaration that the organ/tissue/cornea
is free from pathogens and will not endanger the aircraft and/or people on the
aircraft
 Name of the person carrying the organ
 Form 10, for certification of brain-stem death, must be filled by medical doctors & Form
8, for Declaration cum Consent of the Donor must be filled by next of kin and be made
available for presentation (Annexure A : Specimen of Form 10, (Annexure B : Specimen of
Form 8)
 In case of organ donation under other circumstances except brain-stem death, only
Form 8, Declaration cum Consent of the Donor must be filled by the donor or next of kin
and be made available for presentation Customer to be advised to get in touch with Duty
Manager upon reaching the airport.
A) Update manifest comments in the PNR and inform both departure and arrival stations on phone
followed by an email.
B) Allocate a seat between rows 1 & 5 on A 320 and A 321 and between rows 17 & 19 on ATRs, for
the customer without any charges.
At Departure Airport
The Duty Manager to ensure smooth facilitation, proper Documentation check & timely reporting to
stakeholders.
Documentation Check:
7- Page 9 of 40 17 May 2021

 An authorization letter from the hospital where the organ is removed from donor
containing below details:
 Details such as name, address & contact number of Hospital and Doctors involved
in removal of the organ
 Confirmation that the said hospital & doctors are qualified and authorised by
competent authorities to remove the organ
 Details of organ being transported and declaration that the organ/tissue/cornea
is free from pathogens and will not endanger the aircraft and/or people on the
aircraft
 Name of the person carrying the organ
 Form 10, for certification of brain-stem death, must be filled by medical doctors & Form
8, for Declaration cum Consent of the Donor must be filled by next of kin and be made
available for presentation (Annexure A : Specimen of Form 10, (Annexure B : Specimen of
Form 8)
 In case of organ donation under other circumstances except brain-stem death, only
Form 8, Declaration cum Consent of the Donor must be filled by the donor or next of kin
and be made available for presentation Customer to be advised to get in touch with Duty
Manager upon reaching the airport.
 Airport to keep scanned copies of the above documents for record purpose.
A) Facilitation:
 Pre-hand information to CISF about the transportation of the live organ and inform
them that documents will be handed over once the customer reports.
 Carry quick check-in, security check and boarding for the customer. In case there is
heavy rush at Security Queues, airport may leverage the option of taking the customer
through Reserved Lounge wherever applicable.
 Checked-in baggage to be loaded in compartment 1.1 (where FF & Crew Bags are
loaded)
 Irrespective of size and weight, organ box must always be accepted as hand-baggage
without any charges.
 Provide helper for assistance.
 Priority boarding to be accorded to the customer as and when he reports at the
boarding gate so sufficient space is available to store the organ box.
 In case of doubt or issue call company doctor or CMO (Chief medical officer) at ISC
B) Information to the Stakeholder
 Inform the flight skipper, operating captain, OCC and lead cabin crew
 CLC to be informed about the same to mention all the details in the LDM
 NOTOC to be issued to Captain (Annexure C: Specimen of NOTOC). Two copies of the
same to be made and 1 to be handed over to the captain and the other to be kept for
station record.
7- Page 10 of 40 17 May 2021

 Inform Duty Manager of the arrival airport.

IMPORTANT: Airports shall accept such customers up to 20 minutes prior to the departure time
irrespective of the advance information being available or not. If there are chances of flight being
delayed, OCC to be kept informed
Cabin Crew
 Help to stow or place the box in the overhead bin or under the seat.
 Box to be secured during take-off and landing, as per the safety procedure
 Upon landing customer to deplane first
Captain
 Basis advance information / NOTOC request ATC to accord priority for start-up and landing to
expedite the process
At Arrival Airport
 Staff & helper to be present at the aircraft door to receive the customer and take him/her to arrival
hall in a separate vehicle
 Checked-in bag to be delivered first in the arrival hall in a separate vehicle. His/her checked-in
baggage takes priority over all other bags
 In case there is a delay in receiving the customers check-in baggage ensure to deliver the customer
baggage at desired location without any charges
 Customer to be accompanied till he/she boards vehicle/ambulance at the kerb side
For customers travelling to UAE & Doha following are the OK To Board Requirements
OKTB message in PNR comments is not required for following:
 Customers holding valid Resident Permit or passport stamped with Resident Visa
 Customers eligible for Visa On Arrival irrespective of Nationality
 Customers travelling on Business and Tourist paper Visa
 Airports to continue profiling such customers and take a call accordingly
OKTB message in PNR comments is required for following:
 All customers holding ECR passport

 All customers travelling on Labour & Work Paper visa
Transmitting APIS and APP Data as per Government Guidelines
 APIS for India Inbound and outbound flights shall be uploaded by IndiGo’s Centralised Co-
ordination Cell on Central Immigration Server within 15 minutes of the departure of the flight in
the pre-determined format requested by the Regulatory Authority.
7- Page 11 of 40 17 May 2021

 APPS for UAE and Thailand shall be transmitted by IndiGo’s DCS .

 APPS for Qatar and Oman shall be uploaded through carrier portal provided by the respective
regulatory authority of these countries.
Check-in system inoperative
When the check-in system is inoperative the following should broadly be followed In addition to the
Local Manual Check-in procedures:
Table 07.02 Steps to be followed when Check-in System Inoperative

System in-operative Work area Action
Check-in system Check-in Verify the E-ticket booking with the pre flight manifest .
Accept the Customer on the flight.
- Issue a Manual Boarding Pass
Check-in system Post departure The check-in system is operative again:

Based on the data on boarding passes, check-in all
Customers according to normal procedures.
Note: All updates must be done in the check-in system

before closing the flight
Check-in and Check-in The Customer has an E-Ticket Itinerary / Receipt:

reservation System Accept the Customer on Flight he is booked.
- Issue a Manual Boarding Pass
Acceptance of customers on connecting/transit flight

In case a customer does not report to a place of origin, however reports at the connecting / transit
station before the counter closure time, and intends to continue his/her journey the customer shall be
accepted for flight as per below process:
E.g. Customer is travelling CCU – GAU – IMF (with or without change of aircraft / flight no.), and is a no
show at CCU, however reports at GAU well within time with an intent to travel GAU-IMF
 Inform customer that he/she shall not be entitled for any refund for CCU-GAU flight
 Staff at GAU shall open CCU-GAU flight
 Move the booking from CCU-GAU-IMF to GAU-IMF
 Update PNR comments (reason for moving the flight and a confirmation that customer has been
informed about refund clause)
7- Page 12 of 40 17 May 2021

 Check-in the customer as per current process
Hand Baggage Policy
 Each travelling Customer is permitted to carry one Hand Baggage weighing a maximum of 7 Kgs,
and not exceeding the following dimensions: Length 55 cms. + Width 35 cms. + Height 25 cms.
(total 115 cms.)
 Customers accompanying infants are allowed an additional piece of Hand Baggage as per the
limitations on weight and size provided above
 In addition to the one piece of Hand Baggage permitted to be carried in accordance with the
above, customer shall be permitted to carry one additional personal article such as ladies’ purse
or a small bag containing laptop not weighing more than 3 kgs
 In case the hand baggage is over-sized / over-weight, such hand bags shall be loaded in the
cargo hold as per current process. Before transferring such bags to the cargo compartment, it
must be ensured that valuables, important documents, power banks, laptops and all electronic
items containing battery is removed by the customer from the hand bag
 Shift Manager may use his/her discretion for any exceptions required to be made
Weighing Scale Calibration Check Process
General :
 All weighing scales intended for use in operations must always remain calibrated
 Copy of the calibration certificate for every weighing scale must be displayed at check-in
counters
 The calibration certificate must be valid
 While checking the validity of the calibration certificate, it must be ensured that the serial
number mentioned in the certificate is matching with the serial number of the physical weighing
scale
 In case the calibration certificate has expired, such weighing scale/s must not be used till the
time new calibration certificate or extension certificate is issued by the authorized
vendor/supplier appointed by the Airport Operator
 In case calibration certificate of weighing scale/s owned by IndiGo has expired, such weighing
scale/s must not be used until the new calibration certificate or extension certificate is obtained
by the Airport Manager from the authorized vendor/supplier
 In case a variance in weight is observed (which is beyond the acceptable limit mentioned
below), the said weighing scale/s must not be used until rectified
 Calibration check using a standard weight must be performed on random basis, at least once
every month
7- Page 13 of 40 17 May 2021

 Records of the same to be maintained at station level and a monthly report must be sent to
AOCS ISC
Date - Station -
S.No Counter Serial Number of Actual weight Weight Displayed by Discrepancy in weight (i
Number Weighing Scale Placed on weighing Weighing Scale (in Kgs) Kgs)
scale (in Kgs)
(Must match with the
serial number
mentioned on
calibration certificate)
Process:
Calibration check process
 A standard weight of 5 KG must be used to perform weighing scale calibration checks

 This weight must be purchased locally or centrally through an authorized vendor
 During the calibration check of weighing scale/s, if the variance recorded, is upto +/- 5% i.e. upto
+/- 250 gms., airports can continue to use the said weighing scale/s
 If the variance recorded is greater than +/- 5%, i.e. greater than +/- 250 gms., it must
immediately be brought to the notice of Airport Operator and the weighing scale/s must not be
used until it is recalibrated by the authorized vendor/supplier appointed by Airport Operator.
Proof of recalibration must be obtained from the airport operator and must be maintained in
station file
 A communication to rectify the faulty weighing scales, must be sent to the Airport Operator in
form of an email or in form of an official letter and same must be retained for future reference
 The Airport Manager or his/her designate must also communicate to the employees in form of
an email about the faulty weighing scale and asking them not to use until further notice
 In case the weighing scales are owned by IndiGo, the rectification, recalibration and
recertification must be done by IndiGo Airport Team through an authorized vendor/supplier and
necessary documents and records must be maintained in station file
 The airports can get in touch with the ISC procurement team to identify such vendors/suppliers
7- Page 14 of 40 17 May 2021

Marines Fares
 The type of fare that will be booked under marine fare will be corporate fare.
 Customers booked on marine fares will be permitted to free change and cancellation as
applicable to corporate fares.
 SEMN SSR as identifier will be attached for Marine fares.
 Free meal and seats at no additional charge will be provided to customers booked on marine
fares.
 Marine fares will only be available for sale on the 6E website.
 Hand Baggage allowance for customers booked on marine fares will be 10Kgs.
 Prepaid baggage will be available for purchase at discounted rate for customers booked under
marine fares.
 PNRs created under marine fares will always be under watch queue for airports to check the
CDC.
Dream Folks lounge services

 Dream Folks lounge services will only be available for sale through the website. If the customer
purchases the same DLNG SSR will get attached to booking and the customer will receive an E-
certificate on E-mail or SMS post booking of DLNG
 At the airport, check-in agents to only perform check-in functionality of these customers. The
DLNG SSR will not be printed on the boarding pass and manifest and neither is any stamping on
the boarding pass is required if DLNG is booked.
 Customer will directly go to the lounge provider where they will scan the E-certificate with QR
code scanner and validate the authenticity of the lounge access E-certificate.
 In case of any customer queries the customer to be guided towards the call centre.
 At the airport the DLNG cannot be sold and added through the reservation system in case of re-
bookings, IROPs, etc.
Flexi Fare
 Free standard seat but XL rows at 50% (Applicable at Airport)
 Free meal (by default CPML will be pushed in case no meal is being selected)
 Date Change (Not Applicable at Airport)
 0-3 days : Existing Change fee
 3+ days : Free Unlimited change
 Cancellation Fee (Applicable at Airport)
 0-3 days : Existing cancellation fee
 3+ days : INR 500 for Dom | INR 1000 for Intl
7.0.1 Fast Forward Service
7- Page 15 of 40 17 May 2021

Additional dedicated check-in counter to be placed with the signage (FIDS or other) for fast forward check-
in. This check-in counter must not be used to check-in normal Customers, even if the counter is vacant.
This service is only available at specific airports against a fee and can be bought online.
There is no restriction on type of Customers for express check-in, any Customer with baggage can opt for
express check-in against payment
Floor walker to ask Customer (before they join the queue) if they would like to opt for fast forward check-
in against payment. Customer shall be advised that the only service offered here is fast check-in and DOES
NOT include any other service; e.g special seat selection, boarding privilege, free meal etc.
If Customer agrees, floor walker to advise Customer the amount involved and directs them to the
dedicated fast forward check-in counter.
Check-in staff to perform normal check-in and issue cash receipt to each Customer (in case of family or
group, single receipt shall be issued for every Customer).
The payment fee for express check-in is created in the sky speed as FFWD. After the shift, staff to
reconcile the cash and update the system against payment fee FFWD (for each Customer)
Figure 07.01 Specimen of Boarding Pass
Fast Forward Baggage Handling
Departure Station
Check-in Counters:
FF check in counter will affix a “FF” tag on the checked in baggage as shown in below specimen. It is to be
affixed in similar way the Weapon tags are affixed.
7- Page 16 of 40 17 May 2021

Figure 07.02 Specimen of FF Tag
BMA
BMA will segregate bags with “FF” tags and load it separately in the trolley. BMA to advise Ramp about
the trolley once released from BMA. BMA to send this trolley in the end, so that these bags are loaded
last inside the aircraft holds.
RAMP
Ramp will load the baggage with “FF” tags in such a way that arrival station is able to off-load it first. Ramp
staff should make it a practice to check with BMA in case if they have any FF baggage trolley yet to be
released.
Load Controller/CLC
Load Control Personnel staff to Mention the location of FF bags and same shall be mentioned in LDM.
Arrival Station
Ramp
Ramp staff to go through the LDM to check the location of FF bags. Make sure that FF bags are off-loaded
first and sent to arrival hall without any delay. Arrival staff to be intimated about FF trolley.
Arrival
Normal course of action
Transit/Connecting Station
7- Page 17 of 40 17 May 2021

In case the transit or connecting station needs to alter the loading then it is to be ensured that FF bags
are loaded in such a way that arrival station is able to off-load them first. Utmost care should be taken
while changing the location of such bags, so that they are not loaded behind cargo or any other baggage.
The new location of FF bags should be mentioned in the LDM. If the location is not changed then
the original location of FF bags should be mentioned in LDM.
7.0.2 Bag Drop

Objective:
To minimize the time of waiting for Customer in the queue at the check-in counter and boarding gate,
encourage Customers to choose various options of E-check-in.
Condition:
 Customer to carry soft/printed e-boarding pass, (Web Mobile, boarding pass).

 Customer having KIOSK/CUSS boarding pass.
Bag Drop process at Airport:
 Exclusive counter for bag drop to be allocated with proper branding of Bag Drop.
 Floor walker to identify Customers meeting the above mentioned condition and guide them to
the Bag Drop counter.
 Staff to only check-in the baggage of Customer.
 Customers without printed boarding pass are to be guided to the KIOSK/CUSS machine or to the
normal check-in counter for re-printing the boarding pass.
7.1 Check-in Baggage
7.1.0 Performing Baggage Control
Instructions
When performing baggage control, the following criteria shall be fulfilled:
 The baggage shall be weighed.

 The cabin baggage must not consist of any unusual items, such as wooden boxes, camping
equipment, dangerous goods etc.
7- Page 18 of 40 17 May 2021

 Loose items kept in the side pocket of the checked in bag should be removed.
 The baggage shall be affixed with a name label.
 Old baggage tags shall be removed.
 If the baggage is damaged or inadequately packed, the limited release field on the baggage tag
shall be filled out.
 Heavy Tag-placed on items over 23 kg.
Baggage Pooling
 As per IATA Resolution 746, when passengers’ baggage is pooled ,each passenger in a non-family
group should be given their own individual baggage claim check\receipt.
 Baggage may be pooled between registered groups of passengers or passengers flying together,
such as families. In this situation the baggage allowances for each passenger are combined to
make a group total.
Rule
For each piece of checked baggage you must issue a Baggage Tag. In addition to the Baggage Tag there
are several Special Purpose Tags, which shall be used to identify certain baggage such as:
Limited Release Tag: LRT to be used for the baggage not suitably packed. Customer must sign on both
parts of the LRT tag, the baggage tag affixed on the baggage as well as the baggage stub given to the
Customer.
Short and Long Connection Bag Tag: Short and Long connecting tags must be affixed on customers
baggage basis the REDC and BLUE SSR against the customer PNR for both domestic and international
flights.
Terminal wise Baggage Tag: Customers landing into Delhi & Mumbai and having onward connecting flight
from a different terminal, staff to affix terminal wise Short/Long connection tag (as per current process)
on the baggage at the origin.
Acceptance of Dangerous Goods for Check-In: Check-in staff while performing check-in must ensure to
check with customer whether any dangerous goods are being carried or not. Upon confirmation of
dangerous goods being carried the Duty Supervisor / Duty Manager / Manager – AOCS or any other
competent staff who is trained in Dangerous Goods Regulations and knows the requirements of the
regulations will verify that the item in question is in compliance with the applicable regulations and
document the approval through a manifest comment in passenger’s PNR.
7- Page 19 of 40 17 May 2021

Items which are not permissible to be carried as checked, carry on or on person, due to non-compliance
with the requirements of dangerous goods regulations or with the local airport security norms, shall be
disposed as per the procedure of the airport operator and the state concerned or the same may be
booked and accepted as cargo with proper packing, marking, labelling and documentation as required by
the Dangerous Goods Regulations.
7.1.1 Issuance of Baggage Tags
Instructions
Follow these steps to issue a baggage tag:
Table 07.03 Baggage tags Issuance Steps

Step Action
1. Issue a Baggage tag for each piece of the checked baggage. The tag shall be issued to:
 The final destination.
 the first point of stopover, or
 An intermediate point at which the Customer transfers to an interline carrier with
which no Interline Agreement exists.
 Ensure to remove old baggage tags before pasting new baggage tags on customer
baggage.
 Staff to ensure that the bag tag numbers are active in the check-in system.
2. Does the Customers itinerary include a transfer between two airports serving the same city?
If no: go to step 3.
If yes: tag the baggage only to the transfer point and inform Customer accordingly.
3. Is the baggage checked for transfer at an international airport to/from a domestic flight?
If yes: tell the Customer to contact the ground staff at the transfer station for information
regarding rules for customs control.
4. Is the Customer traveling via any other airport?
If yes: inform the Customer that all baggage must be cleared through customs at the first
port of entry even if the baggage is tagged through to a final destination.
5. Attach a baggage tag to each piece of baggage.
7- Page 20 of 40 17 May 2021

Step Action
6. Attach the baggage identification tag to the:
 the Customers portion of the boarding card, If the Customer has a print of the itinerary
it is a good idea to attach it there.
 show the baggage identification tag/s to the Customer and tell him/her to which
destination the baggage is checked.
7.1.2 Photo id check
Every customer including the ones with self-check-in boarding pass (Web, Mobile, Kiosk) must present a
valid photo id while dropping the bags at bag drop counter. It is the responsibility of staff at bag drop
counter to check valid photo id of all such customers.
If only one or few customer(s) belonging to a PNR of multiple customers reports at bag drop counter,
staff must ensure to check valid photo id of all the customers travelling in that particular PNR.
For a foreign national travelling on domestic or international flight, only passport is considered as valid
photo id.
Once the photo id is checked staff must stamp the boarding pass. The stamp must say ‘Photo ID
verified’. Stations may procure such stamps locally and must be kept securely at all times.
7.2 IndiGo Boarding Passes
Introduction
A boarding pass is mandatory to and from several destinations
Types of boarding passes
IndiGo offers different types of boarding passes e.g.:
 Boarding passes issued through IndiGo Self Service Kiosks (wherever applicable) or at check-in
counters at the airport.
 Boarding passes issued at home, when checking-in on the IndiGo Internet Check-in (wherever
applicable).
7- Page 21 of 40 17 May 2021

Note: The security control at airport during high alert may not support the home printed boarding pass.
In such cases, a new boarding pass must be issued to the Customer at the airport check-in counter.
Barcode on boarding passes
All flight related information is inserted/included in a barcode on the boarding passes. The barcode can
be scanned at boarding positions in order to retrieve boarding and seating information about the
Customer, or to board the Customer.
Minimum information on the boarding passes
The following minimum information is stated on the boarding passes:
 Customer name.
 Marketing Carrier and flight number
 E ticket number
 Scheduled Departure Time.
 From city (code/name).
 To city (code/name).
 Seat number
 Date of travel
 Gate Number
 SSR code if any
7.3 Through Check-In

Indian Airport to Foreign Airport (via Indian Airport) This process is applicable for all customers
originating from an Indian airport, transferring via Indian airport and arriving at a foreign airport on an
IndiGo flight or on a Codeshare flight. Airports shall be required follow below process:
At the origin station

The Check-in agent must,
a) Verify if the customer is booked on a legitimate connecting fare (not forceful connection)
b) Perform a thorough visa and documentation check. For any additional details please refer
www.timaticweb2.com which can be accessed through station laptop or smart phone
c) Check-in the customer till final foreign destination, i.e. provide boarding pass up to final foreign
destination post a thorough documentation check
d) Check-in the bag till the final foreign destination
7- Page 22 of 40 17 May 2021

e) Depending upon the available connecting time, affix the long/short connection tag appropriately
f) Check-in agent must also advise the customer that if his or her baggage is required for further
inspection at the transit/connecting station by any regulatory authorities the customer must be
willing to do so and the same would be facilitated by IndiGo staff Note: In case of customer’s
inadmissibility in foreign country due to documentation error, the origin airport shall be held
accountable for any such error.
At the Transfer / Connecting Airport
 Customer shall not be required to present himself/herself at check-in counters of the transfer /
connecting airport
 IndiGo staff must provide a list of transfer / connecting customers to CISF, Customs &
Immigrations and to any other regulatory authorities in advance or as per local prescribed
regulations. This list can be obtained from Skyspeed or Go Now
 In furtherance to point 1.1.1 f mentioned above, IndiGo staff must facilitate & cooperate with local
authorities in cases where they have prior information from such authorities about identifying these
customers and baggage
 At boarding gate, staff must ensure documentation check as per requirement of final foreign
destination
Bifurcation of Integrated & Non-integrated Airports
 BLR, CCU, ATQ, IXC, CNN, TRZ, VNS are integrated airports
 Rest all are Non-integrated airports
Examples For clarity, below are the examples for Integrated and Non-Integrated Terminals:
Connection through an integrated terminal
 Customer is travelling from DEL-BLR-SIN on a legitimate connecting fare (not forceful connection)
 Check-in agent at DEL must ensure the documentation check as per the requirement of final
foreign destination and only then check-in the customer and bags till SIN
 At origin, customer must be informed that s/he is not required to collect the bag at BLR nor
report at BLR check-in counters
 In this case BLR must also ensure the documentation check at the boarding gate as per the
requirement of final foreign destination
Connection through a non-integrated terminal
 Customer is travelling from VNS-BOM-DXB on a legitimate connecting fare (not forceful

connection)
 Check-in agent at VNS must ensure the documentation check as per the requirement of final
foreign destination and only then check-in the customer and bags till DXB
7- Page 23 of 40 17 May 2021

 At the origin station, customer must be informed that s/he is not required to collect the bag at
BOM nor report at BOM check-in counters. However the customer shall be required to manage
his/her own transfer between domestic and international terminal
 In this case BOM must also ensure the documentation check at the boarding gate as per the
requirement of final foreign destination
Baggage Transfer
At the Origin station:
S. No Responsibility Accountable
personnel
1 Transfer baggage bag shall be screened at the origin airport. This is a
mandatory requirement.
a. At airports which have a standalone x-ray machine facility, AOCS (Security)
screening of check-in baggage will be undertaken by IndiGo’s
security staff
i. Security of the screened baggage shall be
maintained by Security staff for any unauthorized
interference from time baggage is screened,
received in the baggage make up area for
reconciliation and loaded on the aircraft.
b. At airports where inline baggage screening facilities are Airport Operator

available, screening of check-in baggage will be undertaken Security
by the airport operator.
2 Post screening, transfer baggage will flow into BMA area, where Security AOCS (Security)
staff shall;
1. Identify and segregate all such Transfer baggage
2. Baggage reconciliation should be carried out manually or by Baggage
scanner, as applicable at the airport;
a. The total number of baggage checked-in at the counters for
each flight should be matched with total number of baggage
received in the baggage make up area for reconciliation and
loading.
b. In manual reconciliation process, baggage received from the
check-in area shall be matched with one part of the baggage
tag which contains passenger name, seat number, boarding
number and routing.
7- Page 24 of 40 17 May 2021

c. In both, manual and automated reconciliation system the

procedures utilized shall keep track of number of baggage
received against each passenger.
d. In order to ensure proper baggage reconciliation total
number of baggage received in makeup area and loaded into
the aircraft must be matched with the total number of
baggage accepted at the check-in counters for each flight.
e. In automated reconciliation process by Baggage scanner,
staff shall ensure baggage checked-in on the flight being
accepted by the baggage scanner makes a positive match to
the passenger name, seat number, boarding number and
routing.
3 Load the transfer baggage in a separate lockable trolley, secure it by AOCS (Security)
closing the door, locking / sealing it.
4 Ensure that the baggage are released on respective flights in secured AOCS (Security)
lockable trolley(s) under escort to the aircraft bay in time bound of ATA
+5 minutes time.
5 Seal numbers of the secured trolley shall be recorded in the dispatch slip AOCS (Security)
and handed over to the Security staff at aircraft.
6 Upon receiving locked/sealed baggage trolley(s) at ramp, Security staff AOCS (Security)
to verify the seal numbers physically of the seals on trolley(s) against as
recorded in dispatch slip.
7 At the aircraft, prior to loading into compartment(s), in order to speed AOCS (Skipper)
up delivery and transfer at destination, baggage must always be stowed
so that it can be unloaded first on arrival.
a. Transfer baggage shall be separated from local baggage
according to Loading Instruction/Report.
b. As per the load planning by CLC, Ramp team shall load the
transfer baggage in the marked space.
 Note: Reference AHM – Appendix 05
8 The QRT/Skipper and Security staff at aircraft shall ensure that the check- AOCS
in baggage of a passenger is offloaded from the aircraft as per the Gate (Security / Skipper
No Show drill process if the passenger fails to board the concerned flight. / QRT)
9 Post offloading of a gate no show bag, the staff must cross verify baggage AOCS (Security)
tag details against passenger name, boarding number and routing. AOCS (Skipper)
7- Page 25 of 40 17 May 2021

10 At the time of completion of loading, the LIR must be imprinted with AOCS (Skipper)
Name and Signature of the Skipper (or the appointed GHA Loading
Supervisor) confirming that the load has been loaded in accordance
with the instructions, including the deviations shown on the report, and
the deadload have been secured in accordance with company
instructions.
11 LMC is to be communicated to the Captain only after the Load & Trim AOCS (Skipper)
staff has entered all changes and corrections on the Loadsheet copies AOCS (L&T)
with all relevant limitation checks completed.
12 Transfer baggage (through checked-in for International destination) AOCS (Skipper)

loading details must be annotated clearly in LIR and details
communicated to CLC for LDM annotation for the transit
station/destination.
At the Transfer station:
S. No. Responsibility Accountable

personnel
1 The Skipper shall receive, collect the relevant flight handling AOCS (Skipper)
documents/information (e.g. LDM, LIR etc.).
2 Coordinate and communicate the loading locations of transfer baggage AOCS (Skipper)
with Security staff allocated for hold, transfer baggage escort team.
3 Baggage shall be segregated at aircraft for; AOCS (Skipper)
a. Short connection: to be unloaded in separate lockable trolley
and dispatched to International BMA.
b. Long connection: to be unloaded in separate lockable trolley
and dispatched to Transfer area or International BMA area (as
applicable at station).
4 Transfer baggage shall be escorted by Security staff from aircraft to the AOCS (Security)
International BMA in secured lockable trolley/vehicle.
5 The escorting Security staff shall give the handover of transfer baggage AOCS (Security)
to the Security staff allocated in the International BMA for baggage
reconciliation.
7- Page 26 of 40 17 May 2021

6 Baggage reconciliation should be carried out manually or by Baggage AOCS (Security)

scanner, as applicable at the airport;
a. The total number of baggage checked-in at the counters for each
flight should be matched with total number of baggage received
in the baggage make up area for reconciliation and loading.
b. In manual reconciliation process, baggage received from the
check-in area shall be matched with one part of the baggage tag
which contains passenger name, seat number, boarding number
and routing.
c. In both, manual and automated reconciliation system the
procedures utilized shall keep track of number of baggage
received against each passenger.
d. In order to ensure proper baggage reconciliation total number of
baggage received in make-up area and loaded into the aircraft
must be matched with the total number of baggage accepted at
the check-in counters for each flight.
e. In automated reconciliation process by Baggage scanner, staff
shall ensure baggage checked-in on the flight being accepted by
the baggage scanner makes a positive match to the passenger
name, seat number, boarding number and routing.
7 If any authority/agency at the airport requires a transfer passenger AOCS (Security)
and/or baggage for further questioning or inspection, this will be AOCS (Customer
facilitated by the security staff at BMA in liaison with Gate staff. Services)
8 Ensure that the baggage are released on respective flights in secured AOCS (Security)
lockable trolley(s) under escort to the aircraft bay in time bound of ATA
+5 minutes time.
9 Seal numbers of the secured lockable trolley shall be recorded in the AOCS (Security)
dispatch slip and handed over to the Security staff at aircraft.
10 Upon receiving secured locked baggage trolley(s) at ramp, Security staff AOCS (Security)
to verify the seal numbers physically of the seals on trolley(s) against as
recorded in dispatch slip.
11 The Security staff at aircraft shall ensure that the check-in baggage of a AOCS (Security)
transfer passenger is offloaded from the aircraft if the passenger fails to
board the concerned flight.
12 Post offloading of a gate no show bag, the staff must cross verify baggage AOCS (Security)
tag details against passenger name, boarding number and routing. AOCS (Skipper)
13 At the time of completion of loading, the LIR must be imprinted with AOCS (Skipper)
Name and Signature of the Skipper (or the appointed GHA Loading
Supervisor) confirming that the load has been loaded in accordance
7- Page 27 of 40 17 May 2021

with the instructions, including the deviations shown on the report, and
the deadload have been secured in accordance with company
instructions.
14 LMC is to be communicated to the Captain only after the Load & Trim AOCS (Skipper)
staff has entered all changes and corrections on the Loadsheet copies AOCS (L&T / CLC)
with all relevant limitation checks completed.
Foreign Airport to Indian Airport (via Indian Airport)
This process is applicable for all customers originating from a foreign airport, transferring via Indian airport
and scheduled to arrive at an Indian airport.
Airports shall follow this process only if the transfer airport is an integrated terminal. Currently this
process shall be followed if the transfer airport is either BLR, CCU, HYD or MAA.
Origin
 Check-in agent must,

- Verify with the itinerary and ensure customer’s onward international connection is via any of
the above airport.
- Verify if the customer is booked on a legitimate connecting fare (not forceful connection,
multi city booking or multi airline booking)
- Do a thorough document check required for international travel.
- Check-in the customer and the bag till the final Indian destination.
- Depending upon the available connecting time, affix the connection tag appropriately
(Currently short and long connections tags to be used till separate tags are made available at
the airports)
 For clarity, please refer below example:

- Customer is travelling from SIN-BLR-DEL on a legitimate connecting fare (not forceful
connection, multi city booking or multi airline booking)
- Check-in agent at SIN must check-in the customer and tag bag both till DEL
- Customer must be informed that he or she is required to collect the bag at BLR, clear customs
and then handover the bags at IndiGo Transfer Desk before proceeding to domestic check-in
area.
 Baggage Make Up team must segregate all such international through checked-in bags and load
it in a separate trolley.
7- Page 28 of 40 17 May 2021

 Skipper must ensure these connecting bags are loaded in a separate cargo hold and information
must be passed on to CLC for them to mention it in the LDM
Transfer / Connecting Airport
 Referring to the LDM, Skipper must offload these bags and send it to the Arrival Hall at the earliest.
 Customers will clear immigrations, collect their bags from the arrival belt, clear customs and
then submit their bags at IndiGo Transfer Desk.
 IndiGo Transfer Desk must send these bags to Baggage Make Up Area of domestic flights after
screening.
 Staff at BMA must reconcile all such bags and load it in a separate trolley. This will ease out the
retrieval process in case customer becomes gate no show.
 There might be chances that the customer along with his/her bag is detained by any agency. Since
the bag was never resubmitted at transfer desk, we may never be able to locate it during our gate
no show process. Hence, it is imperative to check the baggage reconciliation status before
initiating baggage retrieval.
Foreign Airport to Foreign Airport (via Indian Airport)
This process is applicable for all customers originating from a foreign airport, transferring via Indian airport
and scheduled to arrive at a foreign airport.
Origin
 Check-in agent must,

- Verify with the itinerary and ensure customer’s onward international connection is via an
Indian airport operated by IndiGo
- Verify if the customer is booked on a legitimate connecting fare (not forceful connection,
multi city booking or multi airline booking)
- Do a thorough document check required for international travel to that particular destination
- Check-in the customer and the bag till the final foreign destination.
- Depending upon the available connecting time, affix the connection tag appropriately
(Currently short and long connections tags to be used till separate tags are made available at
the airports)
 For clarity, please refer below example:

- Customer is travelling from DXB-DEL-KTM on a legitimate connecting fare (not forceful
connection, multi city booking or multi airline booking)
- Check-in agent at DXB must check-in the customer & bag both till KTM
- Customer must be informed that he or she is required to enter the Transit Area at DEL airport
on basis of DEL-KTM boarding pass. Customer is not required to collect the bag at DEL.
7- Page 29 of 40 17 May 2021

 Baggage Make Up team must segregate all such international through checked-in bags and load
it in a separate trolley.
 Skipper must ensure these connecting bags are loaded in a separate cargo hold and information
must be passed on to CLC for them to mention it in the LDM
Transfer / Connecting Airport
 Referring to the LDM, Skipper must offload these bags and send it to the Transit Sorting Area at
the earliest.
 Customers must enter the Transit Area on the basis of onward journey’s boarding pass
 IndiGo Transfer Sorting Area must send these bags to Baggage Make Up Area of international
flights.
 Once bags are received at BMA, staff must reconcile all such bags and load it in a separate trolley.
This will ease out the retrieval process in case customer becomes gate no show.
There might be chances that the customer along with his/her bag is detained by any agency. Since the bag
was never resubmitted at transfer desk, we may never be able to locate it during our gate no show
process. Hence, it is imperative to check the baggage reconciliation status before initiating baggage
retrieval.
Interline check-in of baggage

Interline check-in of baggage shall be performed to the final destination, provided that the criteria above
are fulfilled and the interline agreement exists between the carriers.
Reference: IndiGo Security Programme for baggage and Customer handling.
Traveling on separate tickets
Customers traveling on separate tickets are responsible for picking up their baggage at the transfer stop
and checking in to the next flight.
7.4 IndiGo Self Service Check-in Products
7.4.0 IndiGo Self Service Kiosks
Description
IndiGo Self Service Kiosks are installed at select airports in India and at selected International airport
7- Page 30 of 40 17 May 2021

Access to the IndiGo Self Service Kiosks
The IndiGo Self Service Kiosks are open for check-in to Customers and all ticket types, with the following
limitations:
 Customer with special requests, for example travel with wheel chairs, pets and unaccompanied
minors, cannot use the Self Service Kiosks
Check-in
The check-in dialog in the IndiGo Self Service Kiosk can be started by inserting a booking reference
number.
The check-in process will not be completed unless Customers acknowledges that he/she has understood
the terms and conditions by clicking on the pop-up on the check-in screen describing the types of
dangerous goods that are forbidden to be transported aboard an aircraft, in-person or inside the
checked-in baggage
Boarding Gate
Staff performing reconciliation at Boarding gate needs to check valid photo identification of all Kiosk
checked-in Customers before they board the aircraft. Any such Customer unable to produce valid photo-
id shall be refused boarding
Additional service
Additional service in the IndiGo Self Service Kiosks are
 Choose/change a specific seat from a seat plan displayed on the screen.
7.4.1 IndiGo Internet Check-in
Introduction
The IndiGo Internet check-in is available for Customers booked to travel with IndiGo. Updated
information about Internet check-in is available on www.goindigo.in.
Check-in criteria
The IndiGo Internet check-in is open for check-in on all booking classes with following exceptions:
7- Page 31 of 40 17 May 2021

 The Customers must be holding a confirmed booking and valid travel documents as per the
destination.
 The IndiGo Internet check-in is open between 48 hours and 60 minutes before scheduled time of
departure.
 The check-in process will not be completed unless Customers acknowledges that he/she has
understood the terms and conditions by clicking on the pop-up on the check-in screen describing
the types of dangerous goods that are forbidden to be transported aboard an aircraft, in-person
or inside the checked-in baggage
Additional services
In addition to check-in, the following services are available on the IndiGo Internet check-in:
 Choose/change a specific seat from a seat plan displayed on the screen.

 Home print of boarding passes
Home print of boarding passes
When using the Internet check-in, the Customers will be requested to print a boarding pass already at
home, a so-called home printed boarding pass.
Home print of baggage tags
When using the Internet check-in, the Customers will be requested to print a baggage tag already at home,
a so-called home printed baggage tag.
Check-in staff to ensure the bag tag numbers are active in the check-in system.
Health Declaration
When using the Internet check-in, the Customers will be requested to provide a health declaration as well.
Boarding Gate
Staff performing reconciliation at boarding gate needs to check valid photo identification of all WEB
checked-in Customers before they board the aircraft. Any such Customer unable to produce valid photo-
id shall be refused boarding.
Note: The authorities and security control during high security alert at airports may not support the home
printed boarding pass. In such cases, a new boarding pass must be issued to the Customer at the airport.
7- Page 32 of 40 17 May 2021

If the Customer is unable to print a home printed boarding pass, the Customer can pick up a boarding pass
from the airport check-in counter.
Check-in
The check-in dialog is very smooth, IndiGo floor walker approaches Customer and issues the boarding pass
through attached portable printer, while Customers are waiting in the que or have just entered the
airport, heading for the check-in counters.
Customer gets the boarding card and proceeds directly for the security with waiting in que for check-in.
Additional service
Additional service in the IndiGo Self Service Kiosks are:
Choose/change a specific seat from a seat plan displayed on the screen.
7.5 IndiGo Group Check-In Guidelines
- Web-Check-In is now permitted for Group bookings

- Upon receiving the group information from CCC, a designated airport staff shall outcall the
group leader on the contact number mentioned in the booking and advise the group to report at
least 120 minutes in advance for a smooth check-in.
- Airports must also mention the designated counter/location , where the group is expected to
report and share a contact number, if possible.
- Upon arrival of the group leader (along with entire group), the designated staff shall identify
himself/herself to the group and shall guide for next steps towards group check-in and
facilitation.
- The group travellers should be pre-checked, in the interest of time, however, their boarding
cards must be handed over against positive verification of their photo ID.
- Depending on the profile/strength of the group and also to allow group baggage allowance, staff
may or may not segregate the group from normal operations.
- Passenger baggage acceptance should be done individually, for ease in identification at a later
stage for reconciliation.
- Unusual group ,passengers of size or outside the standard set as a minimum per airline may
need to be communicated to CLC, E.g., Wrestlers
Once, the group check in and baggage acceptance is complete the designated staff must share vital
information related to security checks and reporting at the gates with the group leader
7- Page 33 of 40 17 May 2021

7.6 Managing Over Sales

How does a customer become a Volunteer?
 On an overbooked flight, system will send SMS to all customers at D-150 Mins to solicit
volunteers. The SMS content will contain options of the next 3 available flights for the customer
to choose from and the subsequent compensation that will be offered to the passenger.
 This offer will continue to be available till D-40Mins.
 Once the customer has responded to the SMS received with flight on which he wishes to travel,
System will add a SSR by the name of VOLY. The SMS response content accepted by the
customer will be pasted in the reservation comments section of the PNR as show in the image
below.
Check-In
 Once volunteer reports at the check-in counter and check-in agent identifies the volunteer upon
retrieval of the PNRs by seeing the SSR code VOLY
 The check-in agent to advise the volunteer to proceed towards the supervisor counter
 Once the volunteer reports at the supervisor counter, the supervisor to explain the T&C to the
volunteer.
 In case on an overbooked flight if no customer has responded to the SMS sent by System,
Supervisor to inform the agents to request customers to become a volunteer
 check-in agent to request the customer to respond to the SMS received and solicit volunteer
 The supervisor to check-in the volunteer, tag his bag with ‘check before you load’ tag (for easy
identification in BMA) and ask customer to proceed towards boarding gate.
PN: Customer is unable to trace the SMS sent by System, the customer to be considered as a volunteer
only as a last resort.
7- Page 34 of 40 17 May 2021

Verbiage to be used at the check-in counter
Customer is a volunteer (Basis SSR code)
Mr./Ms. Good morning/Afternoon/Evening. Thank you for being a volunteer, my

supervisor in counter would assist you with the process. Thank you for choosing IndiGo, we really
appreciate your business
Seeking volunteer at the counters
Mr./Ms. , as our next available flight has seats available therefore we are soliciting volunteers
to travel from our current flight to the next flight. We are also providing a few benefits, to customers
who become a volunteer, to become a volunteer, requesting you to kindly accept the SMS sent by
IndiGo
Boarding Gate
45minutes prior to the departure - Post counter closure: Volunteer shall be accepted for the original
flight.
 Thank the customer for volunteering and politely inform them to continue travelling on original
flight.
 Also, inform the customer since he/she is travelling on the original flight itself he/she shall not
be entitled for originally promised voucher.
Verbiage
Sir/Ma’am, thank you for being a volunteer, as we have seats available on this flight and we are
extremely happy to accept you on the flight. Your bags have also been loaded on the aircraft. Thank you
for your support and cooperation
45minutes prior to the departure - Post counter closure: Volunteer shall be accepted for the next
flight.
 Upon counter closure if there aren’t any no shows, the boarding gate supervisor in collaboration
with check-in supervisor and BMA supervisor to facilitate rebooking, issuance of new boarding
7- Page 35 of 40 17 May 2021

pass and getting the bags retagged in BMA and ensure BMA removes the standby tag from the
bag. The check-in supervisor to also ensure to remove the VOLY SSR from the customers PNR in
order to ensure customer is not treated as volunteer on the new booked flight.
 Airport must proactively send details of the volunteer to Customer Relations at
Donotreply@GOINDIGO.IN for them to issue voucher with a copy to Suketu Desai and Sakshi
Singh.
Date of PNR Sector on which Name of Voluntary or Voucher

travel customer was the Involuntary DNB Amount
denied boarding Customer
Verbiage:
Sir/Ma’am, thank you for being a volunteer, we are in the process of shifting you onto the flight that
you have selected. Thank you for your support and co-operation.
40minutes prior to the departure – System SMS has expired and no Volunteer has been solicited
Verbiage to solicit Volunteers
Mr./Ms. , as our next available flight has seats available and we are trying to utilize the complete
seating capacity on all our flights, we would like to give you an exclusive voucher worth 6000/- INR to
become a volunteer for the next available flight.
Thank the customer for his corporation
If 6E flight is not available OAL options under IROP agreement to be exercised
 The boarding gate supervisor in collaboration with check-in supervisor and BMA supervisor to
facilitate rebooking, issuance of new boarding pass and getting the bags retagged in BMA and
ensure BMA removes the standby tag from the bag. The check-in supervisor to also ensure to
remove the VOLY SSR from the customers PNR in order to ensure customer is not treated as
volunteer on the new booked flight.
 Airport must proactively send details of the volunteer to Customer Relations at
Donotreply@GOINDIGO.IN for them to issue voucher with a copy to Suketu Desai and Sakshi
Singh.
7- Page 36 of 40 17 May 2021

Date of PNR Sector on which Name of Voluntary or Voucher

travel customer was the Involuntary DNB Amount
denied boarding Customer
Process to be followed in case of involuntary denied boarding
 If there are no volunteers on the flight then the first 180/186/222/74 (depending on aircraft
type) passengers checked-in on the flight shall be accepted. The ones reporting after
180/186/222/74 passengers shall be politely denied boarding citing Conditions of Carriage if
need be
 Customers requiring special assistance, any minor or pregnant woman or any persons
accompanied such aforementioned passengers must not be denied boarding
 There will be a situation where there will be no seats left for assignment in DCS. This should be
considered as an alert to identify last reported customers
Inform PSHD for immediate call
Benefits / Compensation & process thereof
 The benefit for voluntary denied boarding shall be a complementary voucher of Rs. 6000/- per
passenger.
 The compensation for involuntary denied boarding shall be in line with CAR Section 3 Series M
Part IV, which is also incorporated specifically in the Conditions of Carriage
o For clarity, if the boarding is denied to passengers against their will, the airline shall not
be liable for any compensation in case alternate flight is arranged that is scheduled to
depart within one hour of the original schedule departure time of the initial reservation.
 In case we are unable to arrange for an alternate flight (including through exercise of OAL
options) then shall we will compensate the involuntarily de-boarded passengers as per the
following provisions:
a) An amount equal to 200% of booked one-way basic fare plus airline fuel
charge, subject to maximum of INR 10,000, in case airline arranges alternate flight that
is scheduled to depart within the 24 hours of the booked scheduled departure.
7- Page 37 of 40 17 May 2021

b) An amount equal to 400% of booked one-way basic fare plus airline fuel charge,
subject to maximum of INR 20,000, in case airline arranges alternate flight that is
scheduled to depart more than 24 hours of the booked scheduled departure.
c) In case passenger does not opt for alternate flight, refund of full value of ticket and
compensation equal to 400% of booked one-way basic fare plus airline fuel charge,
subject to maximum of INR 20,000.
 The calculation of the above mentioned compensation may be little complicated and hence
difficult to explain to the customer. Hence airport shall refrain from detailed explanation of the
compensation.
 Depending upon the time of the day and availability of alternate flights, airports at their own
discretion may take a judicious decision of providing hotel accommodation for customer
convenience.
 All compensation/complementary benefits for volunteers shall be processed through voucher
sent directly to customer’s registered e-mail ID. The customer should be informed of the same.
 Airports to update the PNR comments, stating type of DNB i.e. Voluntary or Involuntary
 Airports must send details in below table to customer relations followed by a PSHD call. This
must be done without fail in order to fulfil the commitment airport would have made to the
customer.
7.7 Managing Hajj and Umrah Travel
Jeddah being the closest airport to Mecca, lot of people travel for the purpose of pilgrim - HAJJ/UMRAH.
To facilitate such travel, Jeddah airport has a different passenger terminal for HAJJ/UMRAH customers,
known as HAJJ terminal. Customers who are travelling not for the purpose of HAJJ or UMRAH shall be
facilitated at North Terminal at Jeddah Airport.
Objective
 To ensure all HAJJ/UMRAH customers receive their checked baggage at HAJJ terminal in Jeddah
 To ensure all other customers receive their checked baggage at North Terminal in Jeddah
Note: In case the HAJJ/UMRAH baggage is sent to North terminal or vice versa, it not only leads to
customer dissatisfaction, but also leads to huge financial penalties to the airlines by airport operator
Process
Origin
Check-in Counters
 Staff shall check the visa that will categorically state whether the travel is for HAJJ or UMRAH
7- Page 38 of 40 17 May 2021

 Depending upon the type of travel check-in staff shall assign one of the below SSRs
HAJJ SSR for HAJJ travel
UMRA SSR for UMRAH travel
 Staff shall also check, whether the customer’s return journey is booked on IndiGo. If yes, above
SSR shall also be assigned to return trip
 In addition to Short / Long connection tags, staff shall also affix HAJJ/UMRAH tags without fail.
Not affixing HAJJ/UMRAH tags may result in bags being sent to non-HAJJ terminal which may
lead to customer dissatisfaction and huge financial penalties to the airlines
Baggage Make Up Area

 Staff shall segregate HAJJ/UMRAH bags and load it in separate trollies
Ramp / CLC
 For all flights to JED, CLC must plan separate loading for HAJJ/UMRAH bags and mention in LIR.
 Skipper shall refer the LIR and ensure HAJJ / UMRAH bags are loaded separately
 CLC to mention exact loading position in LDM
Connecting Station (Currently this shall be BOM)
Baggage Handling
 Connecting station shall receive all connecting bags for JED on domestic flights which shall be
sent to international Transfer / Baggage Make Up Area for reconciliation
7- Page 39 of 40 17 May 2021

 Staff at international BMA/TMA shall reconcile all such bags and ensure HAJJ/UMRAH bags are
loaded separately
 Staff may come across few bags that may not have HAJJ/UMRAH tags. This could be due staff
error at origin or customer is not travelling for HAJJ/UMRAH. However, staff at BMA/TMA must
tally the same from system to ascertain actual number of SSR codes with the number of bags
received. In case of a mismatch staff shall identify such bags that need to have HAJJ/UMRAH
tags and then affix these tags to those bags
 Skipper and CLC to ensure that separate loading for HAJJ and UMRAH bags is planned, executed
& documented
Customer Handling
 As a part of overall documentation check at boarding gate, staff shall check the passport and
type of visa of all customers to authenticate the purpose of travel
e.g. – Customer possessing tourist visa cannot travel for HAJJ or UMRAH. They need to have
Hajj/UMRAH visa.
In addition to above, boarding gate staff shall ensure that all customers travelling for HAJJ or UMRAH
have HAJJ/UMRA SSR assigned. In case staff at check-in has missed out, boarding gate staff shall assign
the relevant SSR without fail. Staff to inform Skipper to affix HAJJ/UMRAH tags to bags of these
customers.
7- Page 40 of 40 17 May 2021

BOARDING AND POST DEPARTURE Issue 9 Revision 0
8 BOARDING AND POST DEPARTURE

8.0 General
Introduction
This document contains product and service information about boarding.
Policy
The boarding activities shall always be well prepared and planned for. The preparation for boarding and
the work at the gate shall be based on IndiGo 3 main priorities:
1. Safety and security.

2. Punctuality.
3. All other services
Categories of personnel involved
Depending on local circumstances the following categories of personnel may be involved in the boarding
process:
 Ramp Coordinator.
 Gate personnel.
 Lead Cabin Crew member.
 Flight Crew.
 Technicians.
 Loading personnel.
 Catering personnel
Responsibility for the boarding
The boarding process is very important, and the responsibility rests with the gate personnel as well as the
ramp coordinator.
Boarding documents
Depending on check-in, different documents will be presented at the gate by the Customer.
The following documents may appear at the gate when boarding:
8- Page 1 of 10 17 May 2021

Table 08.01 List of Documents may appear at Boarding Gate

Documents Status
Boarding Pass Checked in at check-in counter or at the IndiGo Self Service Kiosks
Home printed boarding Checked in on the Internet.
pass
Baggage reconciliation
It must always be secured that the Customers and their checked baggage are never separated.
The gate staff must always reconcile that it is the same Customer that boards the flight that also have
delivered the checked baggage at check-in.
General rules
 Secure that seats are blocked for balance reasons, stretcher arrangements, etc., and certain
Customer categories, such as UMNR, etc. have been pre-seated.
 Check for large cabin baggage before boarding, to avoid discussions close to departure. Cabin
baggage that exceeds the limits shall be tagged and loaded in the compartment(s).
Note: If in doubt whether baggage can be accepted in the cabin or not, the gate personnel shall
consult the Lead Cabin Crew member on board before such baggage is accepted. Cabin baggage
that exceeds the limits shall be tagged and loaded in the compartments.
 There must be no discrepancies between the actual number of Customers on board and the
number of checked in Customers.
 The Captain of a flight must, together with the Lead Cabin Crew, be informed about Customers
needing special attention.
 No flight may depart without an accurate Customer name list.
 To ensure that the Customer checking in baggage is the person on-board the aircraft, all
Customers must be identified when checking in baggage.
 Boarding gate shall close 25 minutes prior to the departure.
 Position staff as required to direct customers
 If customers must walk on the apron to the aircraft, ensure customers proceed directly to the
aircraft.
8- Page 2 of 10 17 May 2021

Fuelling with Customers embarking, on board or disembarking
The following rules apply when fuelling takes place with Customers on board:
 Along with the Aero-bridge or front step ladder, the rear step ladder must also be aligned and
fully manned. In case of rear step ladder not available, the rear exit must be in armed position
and the ground engineer must be informed.
 Minimum cabin crew must always be on board.
Gate no-show
If a checked-in Customer with baggage does not show up at the gate in time for departure, all efforts must
be made to locate the Customer.
The aircraft may not depart until the missing Customers baggage (if any) is off-loaded.
Seating discrepancies
Situations may occur when the actual number of Customers on-board exceeds or is less than the number
of checked-in Customers. It is of utmost importance to settle the discrepancy before departure.
Use the boarding stubs to collect the name of each Customer on-board, including infants:
Table 08.02 Steps to be followed before release of flight

Step Action
1 Confirm the close from the check-in counters and check if it tallies with the count, check the
number of infants on board.
2 Check the deleted boarding sequence from the check-in counter and perform manual
reconciliation on the ramp.
3 Any additional Customer stub found shall checked-in and to be added to the Customer name
list. Any deletions to be offloaded from the check-in system and the name to be deleted from
the Customer name list.
Info When an accurate Customer name list has been compiled and necessary operational
documents have been modified, the flight may be released.
Upon encountering a discrepancy in customer count, never release a flight on the basis of manual head
count only.
Delays: - The Captain and the Lead Cabin Crew shall be informed about the reason for the delay given by
the station, as well as other services given to the Customers.
8.1 Boarding Preparation
8- Page 3 of 10 17 May 2021

Introduction
The responsible gate agent needs to be well prepared before boarding can take place and this document
contains product and service elated information about boarding preparation.
Pre-seating
In order to avoid seating problems close to departure, pre-seating of certain Customers can be made.
Avoid pre-seating of too many Customers since this will cause problems when there is no choice for
Customers being transfer checked at another station.
Emergency Exit Area (Rows) seating:
 The assignment of emergency exit seats to the customers must be ensured by the
check-in agent and subsequently the check-in supervisor.
 However the final responsibility to ensure that these seats are occupied shall be of the
boarding gate in-charge.
 In order to do so, the staff performing customer reconciliation, shall scan the seat map
before the boarding commences and ascertain the occupancy of emergency exit seats.
 If minimum one seat is not occupied on the emergency exit rows, staff must
immediately intimate the Boarding Gate In-Charge.
 The Boarding Gate In-Charge, during the boarding shall identify customer who meets
the said criteria and offer him a seat on emergency exit without any charges.
 Once this is done, and if more seats on emergency exit are vacant the staff shall make all
efforts to upsell these seats at boarding gate itself.
Note: In addition to the above it is the duty of the boarding gate in-charge/staff to ensure
that the customers who are seated on the emergency exit row seats meet the minimum
safety criteria laid down in the DGCA CAR Section 2, Series O Part VII.
Customer Categories
Make sure that you check what Customer categories you can expect to show up, and take necessary
actions to make sure that boarding can proceed fast and without interruptions.
Examples of such Customer categories are:
8- Page 4 of 10 17 May 2021

 CIP/VIP
 INFT, UMNR
 WCHR/C
 6E QuickBoard
Zonal Boarding
Objective: To ensure boarding of customers is hassle free with less waiting time and congestion onboard
the aircraft. Customers to board as per their respective Zones printed on their boarding passes.
Type of Aircraft Aerobridge Non-Aerobridge

Zone 1 to be boarded first
ATR N/A
Zone 2 & 3 to be boarded next
Zone 01 to be boarded first Zone 02 to be Zone 02 to be boarded first Zone 01
A320
boarded second Zone 03 to be boarded last and 03 to be boarded next
Zone 01 to be boarded first Zone 02 to be Zone 02 to be boarded first Zone 01
A321
boarded second Zone 03 to be boarded last and 03 to be boarded next
Responsibilities of Boarding Gate Staff:

• Gate Manager to make an announcement before commencement of boarding informing customers of
zone wise boarding
• Zonal boarding to be initiated depending on the aircraft type and parking stand
• If in case any customer from a zone which is currently not boarding reports he/she shall be requested
to wait for his/her boarding to start
Boarding of Customers on International Flights
 While boarding customers on international flights boarding gate staff to verify the customers
passport along with the boarding pass.
6E Quick Board (Priority Boarding)
General
 Customers can be identified by SSR: PRBG
 Will be applicable for (a) Selected Domestic sectors (b) All aircrafts except ATR (c) One way,
Roundtrip and Multi city (d) All type of fares.
8- Page 5 of 10 20 Oct 2021

Responsibilities of Gate Manager & Boarding Gate Staff:
• The boarding gate staff / gate manager shall scan the flight beforehand to check if there are any
customers who have availed 6E QuickBoard services (look for PRBG SSR)
• If there are any 6E QuickBoard customers, the gate manager shall display the 6E QuickBoard – A3
signage before commencing the boarding
• The gate manager shall then make an announcement inviting 6E QuickBoard customers to board
first
• 6E QuickBoard customers shall be expected to be present at the gate as per the boarding time
mentioned on the boarding pass. However, if any such customer reports during the regular boarding,
s/he must be given priority without disrupting the regular queue
• In case of non-aerobridge flights, 6E QuickBoard customers shall be boarded in the first coach or any
other coach depending upon the reporting time of such customers
• The staff performing reconciliation must give priority boarding to 6E QuickBoard customers (PRBG
SSR only)
8.2 Gate Announcements
Policy
The IndiGo’s policy is to make the announcements in the following languages in the below order:
 In Hindi.
 In English.
 If necessary, in the local language spoken at the boarding station.
When to make gate announcements

Gate announcements shall be made in the following cases:
 To inform about boarding routines and start of boarding
8- Page 6 of 10 20 Oct 2021

 To call a Customer to leave a message

 To trace a missing Customer.
 To inform about irregularities
Requirements to boarding announcements

Please refer Announcement Manual
8.3 Boarding Procedures
Introduction
This document contains product and service related information about the boarding procedures.
Policy and responsibility
The boarding activities shall always be based on IndiGo’s three main priorities; Safety and security,
Punctuality and All other services.
The responsibility for the boarding process rests with the gate personnel as well as ramp coordinator.
Guidelines for boarding

In order to perform a correct boarding, the guidelines below should be followed:
 Start the boarding according to locally set deadlines.
 Always ensure that the boarding sequence is followed.
 Make sure that the Customer is boarding the correct flight.
 Board Customers in sequence order as per the company guidelines.
 Reconcile the customer against the sequence number by either using scanner or by performing
manual reconciliation. It is mandatory to use scanners wherever available.
 Close the flight according to local deadlines.
 The boarding is completed when all checked-in Customers are boarded.
 If the aircraft is parked remote and the Customers are transported to the aircraft by bus, before
sending the Customers to the aircraft, the personnel in charge of Customer embarkation must
make sure that:
- the Customers route to the aircraft is checked, marked and selected in such a way that
the risks of accidents are kept to a minimum
- the Customers are informed about the necessary boarding procedures, e.g. it is not
allowed to enter the ramp with lighted cigarettes etc
- the crew are prepared to welcome the Customers
8- Page 7 of 10 17 May 2021

- the person/s that transport the Customers to the aircraft is informed to not allow the
Customers to enter the ramp before there is a “clear” signal from cabin crew
Photo id check
Boarding gate agent must ensure to check valid photo id of all self-checked-in customers (web, mobile,
& KIOSK), whose boarding pass does not bear ‘Photo ID verified’ stamp.
For a foreign national travelling on domestic or international flight, only passport is considered as valid
photo id.
Pre-boarding
The following Customer categories shall, if possible, board the aircraft before other Customers, and before
you make the regular boarding announcement:
 Customers traveling with infants and small children.

 Unaccompanied Minors (UMNR).
 Elderly and Customers with reduced mobility
Boarding of standby Customers

If it is possible to accommodate seats for standby Customers already at the beginning of the boarding
process, they may embark together with the other Customers.
Coach Reconciliation Process

Objective : To ensure coaches departing from the boarding gate reach the desired flight without any
errors.
Responsibilities of Staff Managing the coaches at gates
• Staff to hand over the coach slip to the coach driver after filling all necessary columns in the coach slip.
• As per the coach slip, under the coach reconciliation number column staff to mention the count of coach.
Responsibilities of Coach Driver

• Ensure to collect the coach slip from the boarding gate and hand over to flight skipper
Responsibilities of Skipper
• Ensure to collect coach slip from the coach driver
• Ensure to keep a record of the reconciliation of coach slips received from the coach driver, • In case of
any discrepancy found, ensure to cross verify with boarding gate supervisor
• Once in possession of coach slip bearing “LAST COACH “under the coach reconciliation column, the
skipper to proceed for door close and departure of the flight.
8- Page 8 of 10 20 Oct 2021

• Ensure to reconcile the coach numbers that have been received at the bay with boarding gate and the
final passenger count before getting doors closed.
Acceptance of Baggage at Gate

In an unlikely event where Cabin Baggage cannot be accommodated in the Cabin, it is the responsibility
of the Skipper to confirm from these customers regarding the restrictions of power banks/ Lithium
batteries etc. at the point their cabin baggage are collected for transfer to cargo holds the way it is done
during check-in.
Discrepancies
Situations may occur when the actual number of Customers on-board exceeds or is less than the number
of checked-in Customers. It is of utmost importance to settle the discrepancy before departure.
Gate No Show
A Customer who checks-in with or without registered baggage and collects a boarding card but does not
show-up for boarding at the gate within the stipulated time, is termed as a gate-no -show Customer.
During the Boarding process, if a Customer (s) is not reported at the Boarding Gate, until 20 Minutes prior
departure, Boarding Gate shall start The Gate No Show Drill procedure, as below:
 Boarding Gate shall inform Ramp supervisor the missing Sequence & details of Checked-in
Baggage.
 If a Customer is not found on-board, his/her checked in baggage shall be removed / offloaded
from the Aircraft.
 It shall be ensured that retrieval of Gate No Show Customer Baggage must be given as per Baggage
Tag Number and not as per the Sequence number.
 For base departures, boarding gate staff must pass on the baggage retrieval to Skipper at least
D-25 minutes without fail.
 For turnaround flights (on time arrival), boarding gate staff must pass on the baggage retrieval
to Skipper at least D-15 minutes without fail.
 For turnaround flights (late arrivals), boarding gate staff must pass on the baggage retrieval to
Skipper at the earliest to curtail further delay on flight.
 Boarding Gate Supervisor to Ensure Gate No-Show Customer along with Checked in Baggage
shall be un-checked from the System.
 The Load Officer must be informed to make LMC for Customer & Baggage before Submission of
Load & Trim Sheet to PIC and Cabin Crew also to be informed about the changes in Customer
Manifest.
 Baggage of Customer, who does not board the flight shall be handed over to the concerned
Customer.
8- Page 9 of 10 20 Oct 2021

Note: In an event of Gate No Show it shall be ensured that the “no Customer no baggage” rule is
strictly implemented.
Boarding Completed
 Inform skipper once the boarding is completed. Provide information about the boarded
Customers and hand over a Customer Manifest along with any other documents.
 Two copies of ‘Seat Assignment’ manifest and one copy of ‘Flight Close’ manifest must be sent to
ramp. The ‘Flight Close’ manifest must be sorted on seat nos.
 These manifests must not be printed earlier than 30 minutes prior to departure.
Ensuring safe CG on ATR flights

Objective: ATR being a sensitive aircraft, it is imperative to ensure that CG is within the safe limits as
prescribed by the manufacturer and/or internal manuals and SOPs
Proposed steps to mitigate the risk

• By keeping the cabin zone A light, the requirement to change the seats on ground will reduce
significantly
• Hence, 96 hours before the departure time, CCC will block all seats from row 3 to row 6 and make it
unavailable for online assignment during web check-in, for all ATR flights only where the booked load is
60 customers or less
• In case the booked load increases beyond 60 customers or in case airports want to assign the blocked
seats together a family, airports must contact CLC for unblocking of the seats
• CLC will analyse the impact on CG and decide to unblock the seats. There may be situations where CLC
will advise against unblocking of seats which the airports will have to adhere to
• This is being done to avoid seat changes post check-in. However, in an extreme situation, where seats
must be changed on ground, Boarding Gate staff will amend the seat number on the boarding pass in case
the customer is carrying the hard copy In case the customer carrying only a soft copy, he or she must be
issued hard copy of new boarding pass, either from boarding gate or from check-in counters depending
upon the layout and available infrastructure
• The boarding gate staff must ensure that the final manifest meant to be sent on board, reflects the
correct seat numbers for all customers
• CLC must ensure that the final zones in the check-in system and in load sheet is same
• While checking in customers with baggage for all ATR flights. Check-in staff to write weight of each
baggage on tags manually. For metro stations the bags needs to weighed and weight to be written
manually on the tags by the BMA staff
Flight Close out
 Electronic documents if any should be transmitted automatically by appropriate flight closing
activities in the check-in system.
8- Page 9 of 10 15 Jun2022
CUSTOMER IRREGULARITIES Issue 9 Revision 0
9 CUSTOMER IRREGULARITIES
9.0.1 Policy
Introduction
In irregularity situations the level of efficiency and service is decisive for keeping the Customer as IndiGo’s
future Customer. All efforts should be made to:
 eliminate, avoid or reduce the effect of the irregularity

 handle irregularity situations with a high degree of efficiency and service
 bring the Customer to his destination as close to his schedule as possible, with a maximum
consideration to his need and comfort.
IndiGo irregularity policy
IndiGo irregularity policy is based on professional and friendly treatment of the Customer. The staff must
be competent and pro-active.
 In all disrupted situations honest and relevant information is the primary feature.
 Depending on the situation and the reason for the irregularity the Customers may have the right
to care and/or refund or rebooking/rerouting of the ticket.
 When care applies, it shall be offered to all Customers automatically, not on request only. In
addition, there may be other situations when care is appropriate, based on Customers individual
needs.
 If rebooking is necessary the Customers must feel that IndiGo pays respect to their time by
offering the best possible alternative.
 IndiGo’ goal is to always try to exceed the Customers’ expectations and give them a feeling of
trust.
 In case of flight diversion or disruption, should the need arise to provide accommodation to
PRM customer, AOCS team must ensure (as far as practicable) that the accommodation is
disabled friendly.
Communication with the Customers
The Customers shall always be well informed about the situation and the circumstances.
Care
8- Page 1 of 10 20 Oct 2021

When care is appropriate, IndiGo will make arrangements for and absorb the Customers expenses for the
following:
 meals and refreshments,

 hotel accommodation if necessary,
 transportation to/from hotel and airport,
 telephone call, e-mail or fax.
 rebooking charges or difference in fare on own airlines.
Within IndiGo, costs for irregularities shall be accounted for at the station where the actual costs arise.
Note: This policy does not cover misconnected Customers arriving by other airlines connecting to IndiGo,
or connecting from IndiGo to another airline whose flight has been delayed or cancelled. This is the
responsibility of the respective airline.
Traveling with separate tickets
Customers itineraries or fares may sometimes require more than one flight ticket.
To be entitled to care and/or monetary refunds the tickets must constitute one contract and there must
be a reference between the tickets, either:
 tickets issued in conjunction, or

 separate tickets issued in connection with each other.
If no such reference is shown in the ticket, they are to be considered separate contracts and IndiGo will
not absorb the Customers costs.
The basic rule within the airline industry is that surface transportation is a separate contract, unless it is
included in the flight ticket.
Policy regarding overnight expenses en-route
Sometimes it is not possible to reroute/rebook a Customer in such a way that he will reach his final
destination the same day. In these situations the Customer may prefer to continue his journey, even if it
requires an overnight stay at another destination than the departure station.
8- Page 2 of 10 20 Oct 2021

IndiGo policy is not to absorb such expenses en route, also if the Customer is rerouted to another carrier.
9.0 Introduction
Irregularities in air traffic can be caused by various factors within or outside the control of IndiGo.
Local irregularity procedure
As it is practically impossible to give guidelines covering all stations and situations, each station shall
prepare a local irregularity procedure, based upon local conditions, IndiGo policy and standard.
9.0.2 Irregularity, General
Irregularity types
There are many factors that may cause an irregularity. Such factors are:
 Diversion (when a flight lands at a station other than the originally planned destination after
having been airborne)
 cancellation
 delay
 change of aircraft/version/capacity
 exceeded seat capacity
 labour conflict
 Air Traffic Control (ATC) delays
 weather conditions
Actions to take
When a traffic irregularity occurs there are many actions to be taken, e.g.:
 keep the Customers well informed,
 keep staff well informed,
 rebook and when necessary contact Head Office
 redispose of onward transportation,
 decide on service to be offered,
 pay attention to special Customer categories, and
 inform internal functions and stations concerned.
8- Page 3 of 10 20 Oct 2021

Centralized Coordination Cell – The centralized coordination cell is responsible to manage and inform
airports of miss-connections and overbookings in case of equipment downgrade, etc.
In case of extremities mentioned below, if customer/s of a flight ask for a written document or letter from
IndiGo, CCC to send the appropriate draft to the respective AVP and update the PNR comments once the
PNR list is received from the APM.
Extremities:
1. Flight delay due to weather conditions
2. Flight delay due to technical issues (Here technical issues are not limited to technical issues of
the aircraft but other technical issues such as crew FDTL etc. )
3. Baggage Left behind due to weight restriction
4. Baggage Left behind due to infrastructural issues (e.g. BHS failure)
Process for CCC and APM:
1. APM must first get in touch with respective AVP

2. If AVP feels there is a need to issue such letters, he/she at his/her own discretion will get in
touch with CCC
3. CCC shall open the relevant draft from their folder and insert the details of instances (in yellow
highlighted ) portion of the letter only
4. Post that CCC shall convert the letter in PDF and send it to AVP. It shall not be copied to the APM
or anyone else at the airport
5. In case the letter needs any changes AVP shall ask CCC to make changes and resend it to AVP
only
6. AVP shall review the letter and send it to respective APM himself/herself
7. There shall not be any direct communication between APM & CCC
Service priority
In case of irregularities, Customers with special needs shall be attended first.

9.1 Information
Description
In connection with irregularities honest and relevant information to the Customers about the situation is
of utmost importance.
8- Page 4 of 10 20 Oct 2021

It is also important that the Customers easily can get in contact with IndiGo if they need to.
9.1.1 Information to Customer
Policy
In connection with irregularities many services can be rendered to the Customer depending on the actual
situation. Information to the Customer about the reason and the duration of the traffic irregularity is a
must, as well as how they will be taken care of in the meantime.
Standard
IndiGo’s information standard in case of irregularities is:
 The traffic irregularity shall be announced as soon as possible.

 At STD the reason and duration of the traffic irregularity shall be repeated.
 The Customer shall continuously be informed of the reason and duration of the traffic irregularity,
with intervals not exceeding 15 minutes.
 IndiGo’s representatives shall always be available at departure gate or information counter.
 The Captain and the Lead Cabin Crew shall be informed about the reason for the delay given by
the station, as well as other services given to the Customer
Announcements
It is important that the true reason for the traffic irregularity is given to the Customer. Avoid general
expressions such as “for technical reasons”, “due to weather conditions” etc. Try to be as specific as
possible.
Examples:
The following are examples of reasons that may be included in the announcements. They are given as a
guideline, but your own words may just as well be used.
Table 09.01 Examples of Reason may be included in Announcements
Reason for delay Example of announcements
Technical/-mechanical  Delay due to technical/mechanical failure. The failure will be rectified

as soon as possible.
8- Page 5 of 10 20 Oct 2021

Reason for delay Example of announcements
Weather  Delay due to fog, at XXX.

 Delay due to queue of aircraft due fog congestion.
 Delay due to late incoming aircraft due to heavy fog in XXX earlier this
morning.
9.1.2 Letter to Customer Relations
Description
The Letter addressed to Customer relations shall always be taken from the Customer for any complaints
or whenever the Customer expresses a wish to forward his/her opinion about IndiGo service to the IndiGo
management.
The letter shall be collected by cabin/station staff and should be forwarded to Customer Relations.
Customers may also be advised to write to Customer.relations@goindigo.in
9.1.3 Facilities/Courtesies to esteemed travelling public at Indian airports
Introduction
The primary objective of IndiGo is to provide safe, efficient and reliable air transportation. It is important
to synergise the capabilities and services offered so as to create much more Customer friendly
environment. It is imperative to strengthen Customer service skills at all airports to mitigate Customer
inconvenience and make air travel a pleasant experience.
Requirements
Customers in special categories, such as, senior citizens, expectant mothers, Customers with disability,
first time travellers, etc. should be offered personal attention and courteous handling.
Complaint Redressal
Customer complaints, if any, to be addressed & resolved within the stipulated time frame. Appropriate
arrangements to be made to display the details of Nodal Officer and Appellate Authority in a conspicuous
manner at all key areas at the airports including their names, contact number and email addresses.
8- Page 6 of 10 20 Oct 2021

With regard to Customer complaints pertaining to deficiency in services provided, it is to be ensured that
all the complaints are acknowledged immediately to the complainant and redressed at the earliest but
not exceeding one month. In case of non-Redressal of the matter within the stipulated time frame the
complainant has the option to take up the matter with DGCA at sugam.dgca@nic.in or with any other
statutory body set up under relevant applicable laws for resolution.
9.2 Diversions and Delays with Customers On board
Policy regarding diverted flights and flights returning to gate
If a flight returns to gate, or diverts to another destination than planned, it is IndiGo policy to refund the
ticket to the Customer if he/she cannot fulfil the purpose of the trip due to the diverted or returned flight.
Diversion to another station
If a flight diverts to another station, and a Customer does not want to continue his trip, but chooses to
return directly on the first available flight to the originating station, then
 Customer to contact the ticket office or agent where the ticket was bought for refund. (if diversion
station is not an IndiGo operated station).
Delay with Customers on-board
In delay situations where Customers have already boarded the aircraft, the Cabin crew shall take action
in close co-operation with the Captain and the station staff.
 On board announcements about the progress of the delay shall be given at regular intervals, not
exceeding 15 minutes.
 The Captain (preferably) shall announce the delay no later than 5 minutes after STD.
 While on board, snacks shall be arranged, if the delay is expected to be 30 minutes or more.
9.3 Cancellations
9.3.0 General
Classification of cancellations
Cancellations can be classified into two groups, cancellations due to:
8- Page 7 of 10 20 Oct 2021

 Extraordinary circumstances and

 Not extraordinary circumstances
Extraordinary cancellations
A cancellation is considered extraordinary when it occurs due to reasons that:
 IndiGo has been unable to foresee is beyond IndiGo’ control and / or occurs on short-term notice
Not Extraordinary Cancellations
A cancellation is considered not extraordinary when it occurs due to reasons that
 IndiGo has been able to foresee and / or occurs on long-term notice.
Information regarding classification
The Operational Control Center, OCC, always classifies the reason for a cancellation, and if it can be
considered as “extraordinary” or “not extraordinary”.
OCC inserts a cancellation code in an ASM-e-mail (Ad hoc Schedule Message).
It is important to always keep the Customers well informed about the situation.
Eligible for “Customers Rights”
Eligible Customers facing cancellations are entitled to “Customers Rights”, such as care and
reimbursement/rebooking of tickets. To be eligible for “Customers Rights” the Customer must:
 hold a confirmed reservation to the concerned flight

 present him/herself for check-in for the flight at the time and place specified by IndiGo, or, if no
time is indicated, not later than 60 minutes prior scheduled time of departure.
Care
Customers facing cancellations is at the airport, not informed of the cancellations and the waiting time
for the next flight (if rebooked) exceeds two hours, shall be offered the following care:
8- Page 8 of 10 20 Oct 2021

 Meals and refreshments
Reimbursement or rebooking
 If an IndiGo flight is cancelled, rescheduled or delayed for more than two hours, a Customer shall
have to right
 to choose a refund; or
 a credit for future travel on IndiGo; or
 Re-booking onto an alternative IndiGo flight at no additional cost subject to availability.
 In the special case in which a subsequent portion of an IndiGo flight is cancelled while a Customer
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 a refund; or a credit for future travel on IndiGo;
or re-booking onto an alternative IndiGo flight at no additional cost subject to availability.
Note: In case of ticket refunds
 Ensure that you have taken copy of the photo-id of Customer.

 Customer has signed the cash receipt acknowledging the refund money
 credit card or the agency payments are not refunded in cash
Connecting Flights
In case of delay or cancellation of a flight operated as part of the Connected Segments/Route scheme, the
following shall apply:
 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 Customer shall have to right to choose a refund;
or a credit for future travel on IndiGo; or re-booking onto an alternative IndiGo flight at no
additional cost subject to availability.
 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 Customer the option to travel on the
8- Page 9 of 10 20 Oct 2021

next IndiGo flight, or that of another airline or if either options cannot materialize, then at its
discretion, provide lodging for overnight stay to the Customer at the point of transit, ground
transportation to and fro the airport and hotel and dinner.
Non-connected segments(International)
Any journey that is not booked under a legitimate connecting fare or is not booked under one common
e-ticket/PNR or is not under the ambit of Codeshare/interline is considered as non-connected segment.
E.g. – PNR ABC123 6E 031 DEL - IST
PNR XYZ456 NS 101 IST – ATH
This is an example of non-connected segment
In case customer is travelling on a non-connected segment, customer shall not be able to avail Transit
Without Visa (TWOV) facility
 In addition to passport & travel documents, customer shall be required to present valid visa for
the country of destination mentioned in IndiGo itinerary. In case customer doesn’t hold a valid
visa s/he must be asked to obtain e-visa online or must be eligible to obtain visa on arrival.
As per above example, customer shall be required to present valid Turkey visa or must be eligible for
visa on arrival at Turkey
 While checking Timatic, staff to enter final IndiGo destination and not the onward non-
connected destination. As per above example, staff at DEL while checking Timatic must enter
Turkey as destination and not Greece as destination
 Origin airport shall check-in the customer & the bag, only upto the final IndiGo destination,
informing the customer about collection of baggage at arrival hall and recheck-in with other
airline. As per above example customer & baggage shall be checked-in only upto IST
9.3.1 Extraordinary Cancellations
Introduction
A cancellation is considered extraordinary when it occurs due to reasons that IndiGo has been unable to
foresee, are beyond IndiGo’ control and/or occurs on short-term notice
Reason for extraordinary cancellations
Below you find examples of reasons for extraordinary cancellations:

 Air Traffic Control, ATC.
 Bad weather conditions.
8- Page 10 of 10
20 Oct 2021
 Industrial disputes.
 Technical reasons.
 Political unrest.
 Cancellations caused by Airport Authorities.
 Strikes.
 Security risks
are and reimbursement/rebooking
Eligible Customers facing cancellations due to extraordinary situations are entitled to:
 care, and
 refund of tickets.
 rebooking on other carriers under IRROPS fare
9.3.2 Not Extraordinary Cancellations
Introduction
A cancellation is considered not extraordinary when it occurs due to reasons that IndiGo has been able
to foresee and/or occurs on a long-term notice.
 An example of such a reason is: schedule changes.

 All efforts will be taken by IndiGo to avoid this type of cancellation
Classification of cancellations
Customers facing not extraordinary cancellations are entitled to care.
Care and reimbursement/rebooking
Eligible Customers facing cancellations due to extraordinary situations are entitled to:
 care, and
 refund
 rebooking of tickets on own airline
8- Page 11 of 10
20 Oct 2021
Cancellation on long-term notice
If a flight is cancelled on long-term notice IndiGo can avoid rebooking on other carriers if the Customers
are informed about the cancellation in advance.
If a Customer shows up at the airport with a ticket to a “long term” cancelled flight and IndiGo has not
been able to contact the Customer in advance, an indication in the Customers PNR will advise the same.
9.4 Delays
It is important to always keep the Customers well informed about the situation.
Eligibility for “Customers Rights”
Eligible Customers facing delays are entitled to “Customers Rights”, such as care and, in case of longer
delays, reimbursement of tickets.
 To be eligible for “Customers Rights” the Customer must:
- hold a confirmed reservation to the concerned flight and

- present him/herself for check-in for the flight at the time and place specified by IndiGo,
or, at least 60 minutes prior to scheduled time of departure.
Care
Customers facing delays longer than 01 hours shall be offered the following care:
 Snacks service
Reimbursement
If a flight is delayed more than 03 hours the Customers have the right to reimburse the ticket for:
 part or parts of the journey not made or
8- Page 12 of 10
20 Oct 2021
 parts already made, if the flight no longer is serving its purpose together with return to the first
point of departure.
Note: In case of ticket refunds,
 Ensure that you have taken copy of the photo-id of Customer.

 Customer has signed the cash receipt acknowledging the refund money.
 Credit card or the agency payments are not refunded in cash.
Rebooking
Rebooking is allowed on other carriers in case of delays/cancellations.

9.5 Denied Boarding
Description
Situations may arise when:
 Customers holding a confirmed ticket have to be denied boarding on a full flight.
 Two flights being clubbed due operational reasons resulting in more booked Customers than the
capacity.
 Customers have to be denied boarding due reduced capacity owing to technical reason, e.g.
- Emergency chute deployed or

- Weight and Balance reasons etc.
 Higher capacity aircraft is swapped with a lower capacity aircraft.
9.5.1 Denied Boarding, General
IndiGo policy
In a denied boarding situation it is IndiGo policy to see to the following:
Process to be followed in case of voluntary denied boarding
8- Page 13 of 10
20 Oct 2021
 Counter supervisor / Boarding Gate supervisor (depending on check-in/boarding status) to first

check if there are any SLT customers checked-in on the flight and simultaneously inform check-in
agents about the equipment downgrade.
 In case any SLT is found to be booked on the flight, uncheck them from the system and inform
BMA to hold their bags. Inform SLT the reason about offloading.
 The SLT will be required to book themselves on next flight and the volunteering SOD shall be
moved on next flight by the airport.
 Airport and CCC both must check for inbound connecting passengers and status of their
incoming flights. In case the inbound connecting flight is being delayed, the need to solicit
volunteers may not arise.
 In case there aren’t any SLT, missing connection passengers, or we need more volunteers,
airport team shall solicit volunteers at check-in counters and boarding gate.
 SOD to be exempted while soliciting volunteers
 Check-in Staff while performing check-in to ask passenger in case they want to volunteer to be
booked on the next flight may offer certain benefits/vouchers to such volunteers as specified
below. If the volunteer agrees, staff to book them on the first available 6E flight without any
charges. If 6E flight is not available OAL options under IROP agreement to be exercised.
 Airports must try and assign row 31 to customers only towards the end. In case airport is unable
to do so they may have to re-allocate seats to few customers as due to downgrade, row 31 shall
be no longer available.
 While looking out for volunteers, staff must ensure that customers requiring special assistance,
a minor or pregnant woman or any persons accompanied such aforementioned passengers must
not be approached for volunteering to not board the flight.
 Airport to inform customers that complementary voucher, if any shall be sent on their registered
email id.
Process to be followed in case of involuntary denied boarding
 If there are no volunteers on the flight then the first 180/182/222(Depending on aircraft
type)passengers checked-in on the flight shall be accepted. The ones reporting after
180/186/222 passengers shall be politely denied boarding citing Conditions of Carriage, after
waiting for no-shows at check-in counters or boarding gate, depending when the equipment
downgrade took place. However, customers requiring special assistance, any minor or pregnant
woman or any persons accompanied such aforementioned passengers must not be de-boarded
involuntarily.
8- Page 14 of 10
20 Oct 2021
 Since the aircraft is downgraded, the seat map of downgraded aircraft shall be visible to check-
in agents. A few customers will not have a seat to be assigned which will be an indicator that on
this flight, only 180/186/222 (or whatever the capacity is) customers may be accommodated.
 Airports must try and assign row 31 to customers only towards the end. In case airport is unable
to do so they may have to re-allocate seats to few customers as due to downgrade, row 31 shall
be no longer available.
Suggestive Verbiage
Mr./Ms. Good morning/Afternoon/Evening. My name is We regret
to inform you that our flight is full and we would request you to travel on our flight
For your inconvenience we would like to offer you
compensation.
Thank you for your support
Inform PSHD for immediate outcall to customer
In case of anticipated mass offloading of checked-in baggage due to payload restrictions, airport may
carefully opt to seek volunteers to go on the next flight and avoid mass offloading of bags. If there aren’t
sufficient volunteers, then involuntary denied boarding must not be done.
Type of Flight Voluntary Compensation Involuntary Compensation
India to Foreign Airport A) Travel voucher of 150$ As per DGCA CAR

B) If the next flight is not within
8 hours, HOTAC to be
provided in addition to above
compensation
Foreign to Indian A) Travel voucher of 150$ A) Travel voucher of 200$
Airport B) If the next flight is not within
8 hours, HOTAC to be
provided in addition to above Exception: depending upon the
compensation gravity of the situation & extent of
inconvenience, the Airport
Manager can make an exception
and offer travel voucher upto 2
times the ticket fare.
8- Page 15 of 10
20 Oct 2021
B) If the next flight is not

within 8 hours, HOTAC to
be provided in addition to
above compensation
Exception: depending upon the
gravity of the situation the Airport
Manager can make an exception
and give HOTAC even if the flight is
within 8 hours of next flight
“Customers Rights”
Customers Rights, such as rebooking/refund of tickets shall be offered to eligible Customers.
Note: “Customers Rights” are not applicable when the new arrival time to the destination is the same
as or earlier than the original.
Onward transportation
All attempts shall be made by IndiGo to ensure speedy onward transportation of the Customer to
his/her destination. Special attention shall be given to Customers with difficult onward connections.
It is important to always inform Customers about the irregularity situation.
Eligible for “Customers Rights
Eligible Customers facing denied boarding are entitled to “Customers Rights”, such as care, denied
boarding compensation and reimbursement/rebooking of tickets.
To be eligible for “Customers Rights” the Customer must:
 hold a confirmed reservation to the concerned flight

 Present him/herself for check-in for the flight at the time and place specified by IndiGo, or, at
least 60 minutes prior scheduled time of departure.
Situations when Customers Rights shall be offered
8- Page 16 of 10
20 Oct 2021
In the following situations generally, the Customers are entitled to care and refund/rebooking of tickets:
 When a flight is over booked (in situation where two flight are clubbed at last minute due
operational reasons)
 When a flight has reduced capacity due to for example:
- Weight limitations
- Lack of Customer seats due to technical problems on-board (for example emergency
chute deployed or other technical reasons).
- Higher capacity aircraft is swapped with a lower capacity aircraft.
Note: Denied boarding policy is not valid when an entire flight is cancelled due operational or technical
reason, in the case of cancellation, IndiGo Cancellation Policy is valid
Not eligible for “Customers Rights”
The Customer is not eligible for “Customers Rights” if
 He/she acts unruly:
- He/she has refused to undergo a security check or to obey the lawful travel regulations
by countries with regard to health, entry permission, etc
- The behaviour, health or condition of the Customer is such that it entitles the carrier, in
accordance with its Conditions of Carriage, to refuse that person transportation
 If a selling office has contacted a Customer in advance and he/she has agreed to a rerouting or
rebooking
Baggage handling
Baggage belonging to Customers who has been denied boarding must not be loaded
9.5.2 Handling of Compensation
Denied Boarding Compensation
8- Page 17 of 10
20 Oct 2021
As per, CAR Section 3 Series M Part IV, whenever a Customer is denied boarding due over booking or
any other fault of airlines or due to cancellation of flight for reasons under control of the airline, airline
is bound to comply with said CAR
Exceptions:
 The operating airline would not have the obligation to pay compensation in cases where the
cancellations and delays have been caused by an event(s) of force majeure i.e. extraordinary
circumstance(s) beyond the control of the airline, the impact of which lead to the
cancellation/delay of flight(s), and which could not have been avoided even if all reasonable
measures had been taken by the airline. Such extraordinary circumstances may in particular,
occur due to political instability, natural disaster, civil war, insurrection or riot, flood, explosion,
government regulation or order affecting the aircraft, strikes and labour disputes causing
cessation, slowdown or interruption of work or any other factors that are beyond the control of
the airline.
 Additionally, airlines would also not be liable to pay any compensation in respect of cancellations
and delays clearly attributable to Air Traffic Control (ATC), meteorological conditions, security
risks, or any other causes that are beyond the control of the airline but which affect their ability
to operate flights on schedule. Extraordinary circumstances should be deemed to exist where the
impact of an air traffic management decision in relation to a particular aircraft or several aircraft
on a particular day, gives rise to a long delay or delays, an overnight delay, or the cancellation of
one or more flights by that aircraft, and which could not be avoided even though the airline
concerned had taken all reasonable measures to avoid or overcome of the impact of the relevant
factor and, therefore, the delays or cancellations.
 No financial compensation shall be payable to Customers who have not provided adequate
contact information at the time of making booking or when the ticket for firm travel on the
selected flight is issued. In respect of such Customers the airlines will either refund the ticket
prices or make reasonable endeavour to make alternate travel arrangements as per the choice of
the Customers. Additionally, in respect of such Customers who elect to travel to their destination
on an alternate flight, the airline shall provide them with meals and refreshments during the
period that they are required to wait at the airport for the alternate flights.
Internal process for compensating:
As an airline we have to proactively offer compensation.
8- Page 18 of 10
20 Oct 2021
 The benefit for voluntary denied boarding shall be a complementary voucher of Rs. 6000/- per
passenger.
 The compensation for involuntary denied boarding shall be in line with CAR Section 3 Series M
Part IV, which is also incorporated specifically in the Conditions of Carriage.
 For clarity, if the boarding is denied to passengers against their will, the airline shall
not be liable for any compensation in case alternate flight is arranged that is
scheduled to depart within one hour of the original schedule departure time of the
initial reservation.
 In case we are unable to arrange for an alternate flight (including through exercise of OAL
options) then shall we will compensate the involuntarily de-boarded passengers as per the
following provisions:
 An amount equal to 200% of booked one-way basic fare plus airline fuel
charge, subject to maximum of INR 10,000, in case airline arranges alternate flight
that is scheduled to depart within the 24 hours of the booked scheduled departure.
 An amount equal to 400% of booked one-way basic fare plus airline fuel charge,
subject to maximum of INR 20,000, in case airline arranges alternate flight that is
scheduled to depart more than 24 hours of the booked scheduled departure.
 In case passenger does not opt for alternate flight, refund of full value of ticket and
compensation equal to 400% of booked one-way basic fare plus airline fuel charge,
subject to maximum of INR 20,000.
 The calculation of the above mentioned compensation may be little complicated and hence
difficult to explain to the customer. Hence airport shall refrain from detailed explanation of the
compensation.
 Depending upon the time of the day and availability of alternate flights, airports at their own
discretion may take a judicious decision of providing hotel accommodation for customer
convenience.
 All compensation/complementary benefits for volunteers shall be processed through voucher
sent directly to customer’s registered e-mail ID. The customer should be informed of the same.
 Airports to update the PNR comments, stating type of DNB i.e. Voluntary or Involuntary
 Airports must send details in below table to customer relations followed by a PSHD call. This
must be done without fail in order to fulfil the commitment airport would have made to the
customer.
8- Page 19 of 10
20 Oct 2021
Date of travel PNR Sector on which Name of the Voluntary or

customer was Customer Involuntary DNB
denied boarding
i) Delays in Flight
 The airlines shall provide Meals and refreshments if the flight is delayed beyond 60 minutes.
 The airline shall provide Hotel Accommodation (including transfers) if the reasonably expected
time of departure is more than 24 hrs.
9.6 Transit Customers
Disembarkation :
Transit customers shall be allowed to disembark if,
 Ground time is more than 60 minutes

 Change of aircraft due technical or operational reason
 Onward flight is cancelled
 Advised by OCC
Disembarkation/Embarkation Procedure :
 Customers shall be sent to Arrival hall escorted by a security staff.

 Arrival staff to keep the boarding passes ready for these transit customers and handover over the
same to them and ask them proceed towards departure terminal to board the aircraft again.
 Transit customer to be boarded as when they report at the boarding gate.
 Manual reconciliation for transit customers to be performed by the boarding gate staff and gate
no show drill to be performed as per current process in case of missing transit customers.
8- Page 20 of 10
20 Oct 2021
8- Page 21 of 10
20 Oct 2021
ARRIVAL SERVICES Issue 9 Revision 0
10 ARRIVAL SERVICES
10.0 Arrival Policies
General policy
Utmost consideration shall be given also to the service rendered to arriving Customers for the following
reasons:
 The majority of business travellers are repeat Customers.

 Moreover, on an average, half of the Customers on board a flight are visitors with return or onward
tickets.
 Airlines are often blamed for any inefficiency on the part of the Government Authorities provided
infrastructure and for any inadequacy in the arrival facilities. Many of these are, however, not under
airline control.
 Remember that the last impression may often be decisive for the Customers choice of IndiGo for
his/her next flight.
Pre-arrival duties
 Ensure that the necessary personnel is present for providing personalized Customer service and
assisting Customers requiring special attention.
 Check that wheelchairs and baggage trolleys, as required, are available in the disembarkation area.
 Whenever there is a delayed arrival, make arrangements is cooperation with other airlines, if required,
in order to ensure expedient processing of transfer Customers to connecting flights, alternatively to
obtain appropriate re-bookings.
 Gate staff to be informed for time critical connections and onward transfers.
 Assistance to be given in guiding the through checked customers to the appropriate departure gate(s)
and non-through-checked passengers to the transfer desk or gate for check-in.
 Check if there is any special assistance to be extended. For e.g. UMNR, VIP/CIP etc.
 Check for notes regarding any short shipped (FWD) baggage for Customers on board the arriving flight.
If prior information about a short shipped bag is available, a pre-filled PIR must be kept ready, customer
must be contacted and must be handed over the PIR copy with proper explanation and must be advised
about the expected time of delivery of bag to his house/hotel. This must be done proactively so that
customer does not end up waiting at the arrival belt for his bag.
 Advise baggage claim belt no. to ramp staff to ensure that announcement for the same is made on
board before disembarkation of Customers
10 Page 1 of 2 17 May 2021

ARRIVAL SERVICES Issue 9 Revision 0
Post-arrival services
 When applicable, Customers shall be escorted from the aircraft to the terminal building.
 Customers requiring special attention shall be paged.
 Special attention shall be given to Customers who need assistance, such as for example UMNR, or
Customer with reduced mobility.
 In case of a UMNR, staff assisting the UMNR must call to the number mentioned in the Handling Advice,
informing the parent/guardian about the arrival of the UMNR and that the UMNR shall be coming out
soon after the baggage collection. In case there is any delay expected in arrival activities same must
also be informed to parent/guardian.
If parents/guardian and UMNR want to talk to each other, staff to facilitate the same.
Staff to assist the UMNR in baggage collection and hand over the UMNR only to the person whose details are
mentioned in the Handling Advice, after verifying all the credentials.
Baggage delivery
 Baggage delivery from the aircraft to the baggage claim area at the terminal must be carried out
guaranteeing IndiGo service standards.
 Ensure that complaints regarding missing or damaged bags are handled expediently.
 Firearms and other weapons shall be handled according to IndiGo and BCAS authority’s rules and
regulations.
Refer to IndiGo Security Programme for further handling.
10 Page 2 of 2 17 May 2021

CUSTOMER ILLNESS OR ACCIDENTS Issue 9 Revision 0
11 CUSTOMER ILLNESS OR ACCIDENTS

11.0 Customer Illness or Accident
Illness or accident at a station
If any of IndiGo Customer need medical assistance at a station, make an announcement for a doctor or
nurse and ask for help. In case medical facilities are available at the Airport the Customer may be rushed
to the facility under doctor’s supervision.
If the situation is considered serious, and the medical assistance has been vital or required for an extended
period of time, send a report to the local Customer Relations office as soon as possible.
The report should include:
 a description of the case.

 The Customers name and flight number.
 The name of the doctor and/or nurse attending the Customer, as well as contact details, e.g.
phone number, address, e-mail address, etc.
Based on the report, Customer Relations’ staff will evaluate the case, and decide if a rebooking or
gratification to the doctor and/or nurse is appropriate. Please also inform the doctor and/or nurse that a
Customer Relations representative will contact him/her afterwards to express IndiGo’ gratitude for the
aid given
Illness or accident on board
When a situation has occurred on board, flight crew reports the case to Flight Safety/Customer Relations
and informs the arrival station.
Station staff should meet the doctor and/or nurse, and offer assistance, e.g. taxi to hospital or any other
appropriate amenity that may be essential, based on the situation on board and the information received.
11 Page 1 of 6 17 May 2021

11.1 Deceased Customer
Deceased at a station
Follow local procedures/contact the local Airport Authorities in the event of a IndiGo’s Customers death
at a station.
Deceased on board an aircraft
The table below shows the process to follow in the event of a Customers death on board an aircraft:
Table 11.01 Process to be followed in case of on-Board Death – Pre Landing

Stage PRE LANDING:
1 Cabin Attendants:
 The body of the deceased Customer will not be moved unless it is necessary for the
convenience of other Customers or for the safety of the aircraft. If the aircraft is full,
put the body of the deceased back into his/her-own seat, or at the crew's discretion,
into another area not obstructing an aisle or exit. If possible, the body should be
strapped to a window seat, to not be a hindrance in an unprecedented evacuation. The
body is to be removed if occupying the OWE
 To reduce any panic and to handle the situation sensitively, do not tell the other
Customers of the death. Put an oxygen mask onto the deceased
 Close the eyes of the deceased
 Cover the body with a blanket or a sheet, if available, till the neck (request the kin for a
sheet or a blanket). If not available, take it from the Ground Force on landing
 Depending on seat availability, the Customers sitting next to the deceased, should be
offered other seats
 DO NOT keep food articles etc near the deceased
 Fill in the “Death on Board”
2 Flight Crew:
 The captain to inform the:

a. ATC
b. OCC: If possible by ACARS data link or by voice contact, inform Dispatch by providing
Circumstances of Death, Accompanying close relatives or not, First Aid Equipment
used, and any other pertinent details.
11 Page 2 of 6 17 May 2021

Stage PRE LANDING:

3 OCC:
 To inform the:
a) VP – AOCS & OCC / Director –AO CS
b) Chief of Flight Safety/ Flight Safety Cell
c) IndiGo Legal department
d) Station of Destination
e) MCC
f) Inform the APM or the Manager on Duty at the Airport (if the APM is not available)
g) PR Agency
h) Arrange for a fresh set of crew, if possible
i) If arranging for crew is not possible, the Base Managers and the Fleet Captains to speak with the crew
and handle them sensitively
j) Desirable but NOT Mandatory: If possible, based on the circumstances (domestic or international etc),
and the impact of the death on the crew and Customers, OCC should be sensitive and consider
changing aircraft
4 MCC:
 Inform the engineer on duty to keep the first aid equipment, ready to be changed. MEL to be sought for
requirements, if any
5 APM / Duty Officer:

 The Duty Officer to inform the:
a) Terminal Manager (Airport Authority): Advise for the requirement of a Hearse
b) Airport police: Facilitate arrangement of a speedy AEP
c) Next of Kin (if not on board)
d) Airport Health Officer
e) Airport Doctor/Company Doctor
f) Embassy officials in case a foreign national is involved
 Customs & Immigration, in case of an international flight. The stamp of immigration for the Customers
not flying will have to be cancelled
 The Duty Officer to receive the Aircraft with a hearse van
Note: A dead body is not allowed to be carried in an ambulance
 Also, carry along a sheet or a blanket to cover the body of the deceased.
Under no circumstances should the body be moved, unless so advised by the police
11 Page 3 of 6 17 May 2021

Post Landing
Table 11.02 Process to be followed in case of on-Board Death – Post Landing
Stage POST LANDING:
1 Cabin Attendants:
 If the Customers death is a known fact to all the Customers, please make the following
announcement:
“In reference to the deceased, we request all the
Customers to please remain seated till further notice”
Or
“Customers are requested to disembark from the
other side of the Aircraft (i.e the side opposite to the
side where the dead body has been placed)”
 The “Death on Board” form is to be handed over to the Duty Officer on Arrival
 Assist the Police in the “Panchnama (Police Report)”
 Speak with your Base Manager for guidance
2 APM/Duty Officer:
Receive the “Death on Board” form from the Lead
 Do not let anyone touch the body of the deceased till the Police have completed their
formalities (Panchnama). Request the police to conduct the Panchnama away from the
aircraft
 Request the Doctor (who had declared the Customer to be dead) to remain on board
for formalities
 Take charge of the deceased Customers belongings, checked in baggage and all other
personal belongings. Security personnel to take an inventory. All such baggage will be
sealed and kept in safe custody pending disposal instructions
 Announce for the Customers to disembark from the other side of the Aircraft – other
side of the dead body. In case, of International flights – in a coach and in case of a
domestic flight – to the terminal building. Offer snacks if there is a delay of a long time
 In case of an International flight, get the passport cancelled and coordinate with
Customs officials for mandatory formalities.
 Fumigate the Aircraft, if the cans are available
 If some of the transit Customers request to disembark and not continue their journey
ahead – ensure for their baggage is off loaded
11 Page 4 of 6 17 May 2021

 Get the lawyer to be around when the statements of the cabin crew and pilots are being
recorded by the police. Should a lawyer not be present, depute someone to take notes
of the statements that are being provided by the crew / pilots.
 Request the police to provide a copy of the statements that are given by IndiGo’s cabin
crew and pilots for internal records and to forward to IndiGo legal department.
3 Captain:
 The commander must complete a report (Commanders Trip Report) which records the
name of the deceased person, nationality, the time of the death, location and
registration of the aircraft. One copy of this report is to be given to ground authorities at
destination and another to the Vice President Flight Operations.
4 Engineer on Duty:
 Change the equipment

 Change the seat cover, if available.
Note: APM’s to know the local contact person’s detail for:
 Assisting in arranging of AEP for the local police

 Arranging for a Hearse Van
 Any local procedures
 Doctor / Hospital
11 Page 5 of 6 17 May 2021

After the Aircraft Departure
Table 11.03 Process to be followed in case of on-Board Death – After Departure
Stage After the Aircraft Departure:

1 APM/Duty Officer:
 Assist in arranging for the Deceased’s Death Certificate

 Assist in arranging for the Deceased’s belongings to be disseminated
 Send the “Death on Board” form to Flight Safety. If the fumigation cans are available
and the Aircraft is fumigated, send the can numbers and the empty cans which was
used to fumigate the aircraft
4 Flight Safety:
 To inform the relevant Regulatory Authorities –DAS, Northern Region & Respective
Region ASAP and a copy to DAS, DGCA, Head Quarters
11 Page 6 of 6 17 May 2021

CUSTOMER HANDLING MANUAL Appendix 1
APPENDIX 01 – List of Tables Issue 9 Revision 0
Appendix 01: LIST OF TABLES
S. No. Table Number Table Subject Section No Page No

1. 00.01 Manual Revision System 0 xv
2. 01.01 Filing Documents & Periodicity 1 3
3. 01.02 Fleet Characteristics 1 4
4. 03.01 Handling Advice Information 3 6
5. 03.02 Customer Code used to identify PRM 3 9
6. 03.03 Escorts with PRM – Must 3 9
7. 03.04 Escorts with PRM – Optional 3 10
8. 03.05 Escorts Requirement 3 10
9. 03.06 Special Assistance report 3 17
10. 03.07 FAQ’s 3 21
11. 03.08 Assistance Code 3 24
12. 03.09 Equipment Codes 3 25
13. 03.10 Rule for Pregnant Customers 3 29
14. 03.11 Action for Level – 1 Unruly Customers 3 33
17. 04.01 Seating Phase 4 4
18. 04.02 Aircraft Type rule for Accepting Infants 4 5
19. 04.03 Use of Designated Seats for Stretcher 4 7
20. 04.04 Use of Vacant Crew Seats 4 9
21. 05.01 Rules & Restriction for Electronic Devices 5 3
22. 05.03 Types of Baggage often contains Dangerous Goods 5 4
23. 05.04 Categories of Weapon 5 8
24. 05.05 Common Categories of Baggage 5 10
25. 05.06 Rules for Archery Equipment 5 10
26. 05.07 Rules for Bicycles 5 10
27. 05.08 Rules for Golf Equipment 5 11
28. 05.09 Rules for Musical Equipment 5 11
29. 05.10 Rules for Scuba Diving Equipment 5 12
30. 05.11 Rules for Water Ski Equipment 5 12
31. 05.12 Rules for Surf/Kite board Equipment 5 13
32. 05.13 Rules for Vaulting Poles 5 13
33. 05.14 Rules for White Water Kayaks 5 14
34. 05.15 Rules for Wind Surfing Equipment 5 14
35. 05.16 Rules for Baby Pram 5 15
Appendix 01 Page 1 of 2 17 May 2021

APPENDIX 01 – List of Tables Issue 9 Revision 0
36. 05.17 Rules for Unaccompanied Baggage 5 15

37. 05.18 Rules for Wheelchairs 5 15
38. 05.19 Charge – Sporting & Musical Equipment 5 17
39. 05.20 Charge – Small Category excess Baggage Rate 5 17
40. 05.22 Allowed Baggage Irregularities 5 19
41. 05.23 Action Against AHL 5 21
42. 05.24 Lost Property tracer steps 5 22
43. 05.25 Steps upon Receipt of tracer telex 5 22
44. 05.26 Steps to Settle baggage claim 5 24
45. 06.01 Provisions for Dangerous Goods Carried by 6 4
Customers or Crew (2.3). Table 2.3.A
46. 07.01 Elements for Check-in Services at Airports 7 2
47. 07.02 Steps to be followed when check-in system 7 3
inoperative
48. 07.03 Baggage tags Issuance steps 7 8
49. 08.01 List of Documents may appear at Boarding Gate 8 2
50. 08.02 Step to be followed before release of flight 8 3
51. 09.01 Examples of Reason may be included in 9 5
Announcement
52. 09.02 Financial Compensation 9 14
53. 09.03 Travel Voucher 9 15
54. 11.01 Process to be followed in case of on-board death – 11 2
Pre Landing
Post Landing
After Departure

APPENDIX 02 – List of Figures Issue 9 Revision 2
Appendix 02: LIST OF FIGURES
S. No. Table Number Table Subject Section No Page No

1. 00.01 Manual Revision System 0 Xvi
2. 03.01 Flying Solo Baggage Identification Tag 3 4
3. 03.02 UMNR Handling Advice 3 7
4. 03.03 Personal Wheelchair Carriage form 3 16
5. 03.04 Screen Shot – Go Now 3 16
6. 03.05 Boarding card 3 19
7. 03.06 LDM 3 22
8. 04.01 Aircraft Seating Layout of A320 4 1
9. 04.01A Aircraft Seating Layout of ATR 72-600 4 2
10. 04.01B Aircraft Seating Layout of A321 4 2
11. 04.02 Emergency Exit Row Seats in A 320 4 1
12. 04.02A Emergency Exit Row Seats in ATR 72-600 4 2
13. 04.02B Emergency Exit Row Seats in A 321 4 2
14. 05.01 Rush Tag 5 40
15. 05.02 Crew Tag 5 41
16. 07.01 Specimen of Fast Forward Boarding Pass 7 22
17. 07.02 Specimen of Fast Forward Baggage Tag 7 22
Appendix 02 Page 1 of 2 15 Jun2022

APPENDIX 02 – List of Figures Issue 9 Revision 2
Appendix 02 Page 2 of 2 15 Jun2022

la
APPENDIX 03 – Abbreviations Issue 9 Revision 0
Appendix 3: ABBREVIATIONS
A/C Aircraft
AA Airworthiness Authorities
AAI Airports Authority of India
ABHF Additional Baggage Handling Fee
ABM Abeam
ABN Abnormal
ABV Above
AC Aerodrome Committee
ACARS Aircraft Communication Addressing and Reporting System
ACI Airports Council International
ACJ Advisory Circular Joint (JAR)
ACS (CA) Assistant Commissioner of Security (Civil Aviation)
ADP Airside Driving Permit
ADV Advisory
AEC Airport Entry Card
AEP Airport Entry Pass/ Permit
AMMAircraft Maintenance Manual
AOCAirline Operations Communications/Control
AOGAircraft on Ground
AOMAirplane Operations Manual
AOPAir Operator Permit
AOXYAirline supplied OXYgen

la
APSC/ ASCAirport Security Committee
APSUAirport Security Unit
APUAuxiliary Power Unit
ARPTAirport
AS Air Side
ASAP As Soon As Possible
ASG Aviation Security Group
ASRAirport Surveillance Radar
ASU Air Starter Unit
ATAAir Transport Association
ATAActual Time of Arrival
ATCAir Traffic Control
ATDActual Time of Departure
ATMAir Traffic Management
ATRAction Taken Report
ATSAir Traffic Services
ATSUAir Traffic Service Unit
ATTAttitude
AUTO Automatic
AVGASAviation Gasoline
AVIH Live Animals in Hold
AVNCSAvionics
AVSEC Aviation Security
AWBAir Waybill

la
B+W/ BW Black And White
BARO Barometric
BAT Battery
BBA Baggage Breakup Area
BCAS Bureau of Civil Aviation Security
BD Bomb Disposal
BDAYBirthday SSR
BDDS Bomb Detection & Disposal Squad
BDDV Brake Dual Distribution Valve
BLNDCustomer with Guide Dog
BLUEConnections > 91 minutes
BMA Baggage Makeup Area
BSP Bomb Search Procedure
BTAC Bomb Threat Assessment Committee
BTCL Bomb Threat Check List
BTCP Bomb Threat Contingency Plan
BTL Baggage Tally List
BTRC Bomb Threat Review Committee
BULK Sports Equipment
BUP Bulk Unitization Programme, Shipper/ Consignee Handled

la
C Celsius, Centigrade
C/L Checklist
CAACivil Aviation Authority
CAB Cabin
CAD Civil Aviation Department
CAKE Cake SSR
CAOCargo Aircraft Only
CAPPSComputer Aided Passenger Profiling System
CAPT Captain
CAR Civil Aviation Requirements
CASO Chief Airport Security Officer
CAT Category
CAT IInstrument Landing Category I (II or III)
CAVOKCeiling and Visibility OK
CBT Computer Based Training
CCCRCentral Committee Control Room
CCSCabinet Committee On Security
CCTV Closed – Circuit Television
CEOChief Executive Officer (IndiGo)
CFCost of Fuel
CFD Centralised Flight Dispatch
CFPComputerised Flight Plan
CG Centre of Gravity

la
CGO Cargo
CHAN Channel
CHFE Checkin Fee
CHG Change
CHK Check
CHLD Child Customer
CIA Central Intelligence Agency
CIP Commercially Important Person
CISFCentral Industrial Security Force
CKPT Cockpit
CLChecklist
CLRClear
CLSDClosed
CMGCrisis Management Group
CMT Crisis Management Team
CNSCommunication, Navigation, Surveillance
COCompany
COM Communication
COM Company Mail
CONF Configuration
CONT Continuous
COO Chief Operating Officer
COSAHCommittee of Secretaries On Aircraft Hijacking
COSCACommissioner of Security Civil Aviation

la
CP(LINE)Chief Pilot Flight Operations (Line Operations)
CP(STD)Chief Pilot Flight Operations (Standards & QA)
CP(TRG)Chief Pilot Flight Operations (Training)
CPCCivil Procedure Code
CPML Corporate Meal
CRGCargo
CRM Crew Resource Management
CRPCCriminal Procedure Code
CRZ Cruise
CSC Crash Site Cell
CSCU Cargo Smoke Control Unit
CTL Control
CTM Cargo Transfer Manifest
CTR Centre
DAS Directorate of Air Safety
DAS Director Air Safety
DAW Director of Air Worthiness
DCAS Directorate of Civil Aviation Security
DEAFDeaf Customer
DEG Degree
DEST Destination
DFMD Door Frame Metal Detector

la
DFNS Defence Personnel
DFO Director Flight Operations
DG Dangerous Goods
DGCA Directorate General of Civil Aviation
DGD Shipper’s declaration for dangerous goods
DGR Dangerous Goods Regulation
DIP Diplomatic Mail
DOI Dry Operating Index
DOW Dry Operating Weight
EASA European Aviation Safety Agency
EAT Foodstuffs
EDDS Explosive Device Detection System
EDX Explosive Detection X-Ray
EFOB Estimated Fuel On Board
ELEV Elevator
EMER Emergency
EROPS Extended Range Operation
EST Estimated
ETA Estimated Time of Arrival
ETD Estimated Time of Departure
ETD Explosive Trace Detector
ETDS Explosive Trace Detection System

la
ETE Estimated Time Enroute
ETOPS Extended Range Twin Engine Operation
EXP Expedite
EXT External
EXTN Extension
F Fuel
F/C Flight Crew
F/CTL Flight Control
F/O First Officer
FAA Federal Aviation Administration
FDTL Flight Duty & Time Limitations
FFWD Fast Forward/Express Check-In
FILUndeveloped/Unexposed Film
FIR/FIC Flight Information Region/Center, First Information Report
FLFlight Level
FLT Flight
FMSFlight Management System
FNLFinal
FO First Officer
FOB Fuel On Board
FOD Foreign Object Damage
FOM Figure Of Merit

la
FOM Flight Operations Manual
FREQ Frequency
FRO Frozen Goods
FRT Front
FSR Flight Safety Report
ft, FT Foot (Feet)
FTL Flight Time Limitation
FWD Forward
GA Go-Around
GBP Global Business Park, Gurgaon
GMT Greenwich Mean Time
GND Ground
GNSS Global Navigation Satellite System
GOH Hanging Garments
GOM Ground Operations Manual
GPS Global Positioning System
GPU Ground Power Unit
GRND Ground
GRVTY Gravity
GS Ground Speed
GW Gross Weight

la
HBCLHand Baggage Clubbed
HEA Heavy Cargo/150 kilograms and over per piece
HEG Hatching Eggs
HF High Frequency
HTPCHotel Package
HQ Headquarter
HUM Human Remains in Coffin
HYD Hydraulic
IATA International Air Transport Association
ICAO International Civil Aviation Organisation
ICE Dry Ice
IDENT Identification
IFE In Flight Entertainment
IGIA Indira Gandhi International Airport
IGN Ignition
ILS Instrument Landing System
IMM Immediate
INB Inbound
INFTInfant
INFX Infant
INOP Inoperative
INST Instrument

la
INTWInternational Web-Check-In
IST Indian Standard Time
IXBAINTL Connection Baggage 8 Kg
IXBBINTL Connection Baggage 15 Kg
IXBCINTL Connection Baggage 30 Kg
JAA Joint Aviation Authorities
JAR Joint Aviation Requirements
KM Kilo meter
L/G Landing Gear
LAV Lavatory
LCN Load Classification Number
LDG Landing
LF Low Frequency
LH Left-Hand
LHO Living Human Organs/Blood
LIM Limitation
LITELite Fare
LK Lock

la
LL Latitude/Longitude
LM Line Maintenance
LMP Line Maintenance Procedures
LNGELounge
LO Low
LONG Longitude
LP Low Pressure
LS Loudspeaker
LVP Low Visibility Procedures
LVR Lever
LVTO Low Visibility Take-Off
LW Landing Weight
M Mach
MAASMeet and Assist
MAC Mean Aerodynamic Chord
MAG Magnetized Material
MAINT Maintenance
MAN Manual
MAXMaximum
MCC Maintenance Control Centre
MEDAMedical Customer
MELMinimum Equipment List

la
METIndia Metrological Department
METARMetrological Aviation Report
MEW Manufacturer's Empty Weight
MINMinimum
MLWMaximum Landing weight
MSG Message
MTOW Maximum Take Off Weight
MTR Meter
MUTEDumb Customer
MUW Munitions of war
MZFW Maximum Zero Fuel Weight
N/A Not Applicable
NAT North Atlantic
NAV Navigation
NAVAID Navigation Aid
NM Nautical Mile
NOPAC North Pacific
NORM Normal
NOTAM Notice To Airmen
NOTOC Notification TO Captain
NVML Non-Vegetarian Meal & Non-Alcoholic Drink
NW Nosewheel
NWP Newspapers, Magazines

la
O/P Output
OCC Operational Control Centre
OHG Overhang item
OKTBOK To Board
OM Operations Manual
OPP Opposite
OPS Operations
OPT Optimum
OUTB Outbound
OUTR Outer
OVBD Overboard
OVHD Overhead
OVHT Overheat
OVRD Override
OVSPD Overspeed
OXY Oxygen
PA Passenger Address
PAC Pacific
PAX Passenger
PB Pushbutton
PD Planning Department
PEF Flowers

la
PEM Meat
PEP Fruits and Vegetables
PER Perishable Cargo
PERF Performance
PES Fish or Seafood
PIC Pilot In Command
PIL Pharmaceuticals
POS Position
PRBG Priority Boarding
PROF Profile
PROG Progress
PROTEC Protection
PSI Pounds per Square Inch
PSU Passenger Service Unit
PT Point
PTR Printer
PTT Push To Talk
PWR Power
QA Quality Assurance
QM Quality Manager
QRT Quick Ramp Transfer
QTY Quantity

la
RAD Radio
RCL Cryogenic liquids
RCL Recall
RCM Corrosive
RCVR Receiver
REBPReturn Boarding Pass
REC Recommended
REDC Connections < or = 90 minutes
RESARunway End Safety Area
REVReverse
RFGFlammable gas
RFL Flammable liquid
RFWDangerous when wet
RGXExplosives 1.3G
RHRight-Hand
RISInfectious substances
RLS Flammable solid
RMDMiscellaneous dangerous goods
RNAVArea Navigation
RNGNon-flammable non-toxic gas
ROP Organic peroxide
ROX Oxidiser
RPB Toxic substance
RPGToxic gas

la
RPMRevolutions Per Minute
RQRDRequired
RRWRadioactive material, Category I-White
RRYRadioactive material, Categories II, III-Yellow
RSBPolymeric beads
RSC Spontaneously combustible
RTERoute
RTORejected Take Off
RTOWRegulated Take Off Weight
RVRRunway Visual Range
RWYRunway
RXB Explosives 1.4B
RXC Explosives 1.4C
RXD Explosives 1.4D
RXE Explosives 1.4E
RXG Explosives 1.4G
RXS Explosives 1.4S
S/D Shut Down
S/N Serial Number
SAR Search and Rescue
SARPS Standards And Recommended Practices
SAT Static Air Temperature
SATCOM Satellite Communication

la
SB Service Bulletin
SEP Safety & Emergency Procedures
SOP Standard Operating Procedures
SOPAC South Pacific
SPD Speed
SPF Laboratory Animals
SRCTSenior Citizens
STBY Standby
STCRStrectcher
STD Standard
STRG Steering
STS Status
STUDStudent
SWP Sporting Weapons
SYNC Synchronize
SYS System
T, t Ton, Tonne, Temperature
T/O Take off
TAF Terminal Aerodrome Forecast
TBC To Be Confirmed
TBD To Be Determined/Defined
TCAS Traffic alert and Collision Avoidance System
TD Touch Down

la
TEMP Temperature
TGT Target
THR Thrust
TK Tank
TL Technical Log
TMR Timer
TOB Total on Board
TORA Take-off Run Available
TOW Take-Off Weight
TPM Technical Procedures Manual
TRFRTransfer Customers
TRV Travel
TS Technical Services
TWR Tower
TWY Taxiway
U/S Unserviceable
UHF Ultra High Frequency (300 – 3000 MHz)
ULD Unit Load Device
UNLK Unlock
UMNR Unaccompanied Minor
UP Up, Upper
UTC Universal Time Coordinated

la
VAL Valuable Cargo
VEL Velocity
VERT Vertical
VGMLVegetarian Mean & Non-Alcoholic Drink
VHF Very High Frequency
VHV Very High Voltage
VIB Vibration
VIP Very Important Person
VOL Volume Cargo
VP Vice President
VUN Vulnerable Cargo
WARN Warning
WBM Weight and Balance Manual
WBS Weight and Balance System
WCHCWheelchair – Cabin
WCHRWheelchair – Ramp
Wheelchair – Waitlist
WEARWeapon
WET Wet Material not packed in Watertight Containers
WT Weight
WX Weather

la
XBG1Excess Baggage 1KG
XBHB Excess Baggage Lite Fare
XBPAPrepaid Excess Baggage 5KG
XBPBPrepaid Excess Baggage 10KG
XBPC Prepaid Excess Baggage 15KG
XBPD Prepaid Excess Baggage 30KG
XFR Transfer
XPS Priority small package
Z Zulu time (UTC)
ZFCG Zero Fuel Centre of Gravity
ZFW Zero Fuel Weight
ZFWCG Zero Fuel Weight Center of Gravity field

la

CHM Issue 9 Revision 03 - 6E Portal

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

CHM Issue 9 Revision 03 - 6E Portal

Uploaded by

Copyright:

Available Formats

GRH.

CUSTOMER HANDLING MANUAL

Issue 9, Rev 03 – 12 April 2023

InterGlobe Aviation Limited (IndiGo)

CUSTOMER HANDLING MANUAL

Printed in India by IndiGo (www.goindigo.in)

CUSTOMER HANDLING MANUAL Section 0

LIST OF EFFECTIVE PAGES Issue 9 Revision 03

0- Page i of xxii 12 April 2023

CUSTOMER HANDLING MANUAL Section 0

LIST OF EFFECTIVE PAGES Issue 9 Revision 03

0.1 RECORD OF REVISION

Revision Revision Date Sections/Page Affected Date of Insertion Inserted by

01 15 October 2021 As per revision highlights 20 October 2021 Sakshi Singh

02 15 June 2022 0.0/ XV 15 June 2022 Sakshi Singh

02 15 June 2022 3/3 15 June 2022 Sakshi Singh

02 15 June 2022 3/11 15 June 2022 Sakshi Singh

02 15 June 2022 4/7 15 June 2022 Sakshi Singh

02 15 June 2022 5/9 15 June 2022 Sakshi Singh

02 15 June 2022 8/10 15 June 2022 Sakshi Singh

02 15 June 2022 Appendix 2/2 15 June 2022 Sakshi Singh

03 12 April 2023 6/1-28 12 April 2023 Sakshi Singh

0- Page ii of xxii 12 April 2023

CUSTOMER HANDLING MANUAL Section 0

LIST OF EFFECTIVE PAGES Issue 9 Revision 03

Page Intentionally Left Blank

0- Page iii of xxii 12 April 2023

CUSTOMER HANDLING MANUAL Section 0

LIST OF EFFECTIVE PAGES Issue 9 Revision 3

0.2 LIST OF EFFECTIVE PAGES

MANUAL ADMINISTRATION ii – xxii 9 0 17 May 21

0.0 FOREWORD Ii 9 0 17 May 21

0.1 RECORDS OF REVISION Iii 9 3 12 April 2023

0.2 LIST OF EFFECTIVE PAGES vii 9 3 12 April 2023

0.3 REVISION HIGHLIGHTS viii 9 3 12 April 2023

0.5 REVISION SYSTEM xv 9 1 20 Oct 2021

0.6 TABLE OF CONTENT xvi 9 0 17 May 21

0.7 SAFETY POLICY xvii 9 1 20 Oct 2021

OPERATIONAL REQUIREMENTS 1-4 9 0 17 May 21

1.0 ORDER OF PRIORITIES 1 9 0 17 May 21

1.1 SECURITY MEASURE – 2 9 0 17 May 21

1.3 INFORMATION TO THIRD 2 9 0 17 May 21

1.5 FILING 4 9 0 17 May 21

0- Page iv of xxii 12 April 2023

CUSTOMER HANDLING MANUAL Section 0

LIST OF EFFECTIVE PAGES Issue 9 Revision 3

2 2.0 TRAVEL DOCUMENTS 1 9 0 17 May 21

2.1 TICKET FRAUD PREVENTION 3 9 0 17 May 21

CUSTOMER CATEGORIES 1-44 9 0 17 May 21

3.0 INFANTS AND CHILDREN 1 9 0 17 May 21

3.0.1 INFANTS ( INFT) 1 9 0 17 May 21

3.0.2 CHILDREN (CHLD) 2 9 0 17 May 21

3.1 UNACCOMPANIED MINORS 3 9 2 15 Jun 22

3.2 PERSONS WITH REDUCED 8 9 2 15 Jun 22

3.5 CUSTOMER REQUIRING A 27 9 0 17 May 21

3.9 VIP/CIP CUSTOMERS 32 9 0 17 May 21

3.10 PREGNANT CUSTOMERS 33 9 0 17 May 21

0- Page v of xxii 12 April 2023

CUSTOMER HANDLING MANUAL Section 0

LIST OF EFFECTIVE PAGES Issue 9 Revision 3

3.11 UNRULY CUSTOMERS 34 9 0 17 May 21

3.12 PERSONS IN LAWFUL 38 9 0 17 May 21