EaseMyTrip and Thrillophilia extend support for bookings up to April 30; Air India and IndiGo announce waivers on rescheduling and cancellations.
As Kashmir grapples with a tragic act of violence, bringing tourism to a standstill, both central and state authorities are working with an unified vision to extend every possible support to affected tourists and local tour operators, aiming to restore confidence and ensure safety across the region.
In the aftermath of this incident, and as gathered from sources, Ministry of Tourism issued an advisory requesting all tourist service providers, travel agents, tour operators, online travel aggregators (OTAs), tourist transport providers, hoteliers, and other accommodation units to extend all possible assistance to tourists, including waiving off cancellation fees. The advisory was specifically addressed to tourism and hospitality industry associations, as well as OTAs such as MakeMyTrip, Yatra, Goibibo, ClearTrip, EaseMyTrip, Ixigo, Airbnb, Agoda, Thrillophilia, Booking.com, and Expedia.
Amaresh Tiwari, ICPB Board Member and Managing Director of A.T. Seasons & Vacations Travel Pvt. Ltd., expressed on this incident, “This is complete madness. Just before the start of the season, this cowardly act has triggered widespread cancellations. We had to cancel a very high-end luxury golf tour to Srinagar, and every operator is now facing similar setbacks. This isn’t just a financial loss, but seems leading to a long term conflict. The fear of a domino effect could significantly dampen tourism activities in the region.”
Speaking exclusively to T3, Abhishek Daga, Founder of Thrillophilia, shared that over the past few years, Kashmir has witnessed a remarkable revival in tourism. “At Thrillophilia, we have been proud to send thousands of travellers to the region annually, working closely with over 200 local partners – including hotels, guides, transport providers, and small businesses. We’ve seen their livelihoods grow and communities thrive through responsible tourism. But a single incident like this can set the entire ecosystem back by years. Hotels go vacant. Bookings stall. The ripple effect on the economy – especially one so heavily dependent on travel – is devastating.”
Sharing more on the action taken, he said, “When the news broke yesterday, our first step was to reach out to all our customers scheduled to travel to Kashmir until April 30, offering full flexibility in rescheduling, covering all costs, and keeping them informed about the ground situation. This morning at 9 AM, we officially released a circular announcing a 100% waiver on rescheduling charges for all Kashmir trips with a start date on or before April 30, 2025.”
He also added that Thrillophilia has activated a war room at its office to handle customer support, track each traveller in the region, and coordinate with local partners to ensure safe and seamless transitions. “Our on-ground teams and vendors are working hand-in-hand to assist every traveller in returning home safely and to revise itineraries wherever necessary. While the situation remains uncertain, we are closely monitoring developments for trips scheduled beyond April 30.”
According to him, blanket cancellations could severely impact local suppliers. “So we’re balancing both – our customers’ safety and the livelihoods of our partners,” noted Daga. He added that the government is in active discussions with the Kashmir Association of Tour Operators, and Thrillophilia will align with any advisory issued, which is expected tomorrow.
“I would also like to offer a candid perspective on the government’s current circular. While platforms like Airbnb, Agoda, or OTAs like us may cancel bookings without major financial repercussions, the brunt is borne by local tour operators and small business owners,” he said. He further explained that a mass cancellation directive could result in millions of dollars in lost revenue for the state and deal a crippling blow to Kashmir’s tourism backbone. “Some of these bookings are of 6 months later but with free cancellations, tourists may shift their plans to other destinations like Almaty,” he added.
He suggested that a more thoughtful approach would be to encourage rescheduling rather than cancellations, allowing travellers to return and support the local economy when the time is right. “We remain hopeful that with the right support and the resilience of the community, Kashmir will bounce back stronger, as it always does,” he added.
Nishant Pitti, Chairman and Founder of EaseMyTrip, also commented in a press note, “In light of the ongoing situation in Srinagar, we at EaseMyTrip are fully committed to supporting our customers who are traveling to or from Srinagar. We understand the uncertainty this situation may cause and are here to minimize any inconvenience to your travel plans. To ensure flexibility, we have extended free change and cancellation waivers for all bookings made on or before April 22, applicable for travel up to April 30. Additionally, we are coordinating closely with airlines and local authorities and will share regular updates. Your safety and convenience remain our top priorities.”
Not only have OTAs and travel planners been impacted by the tragic incident, but the aviation sector has also taken a significant hit, prompting stakeholders to closely evaluate how best to support tourists in every possible way.
A travel advisory has been issued by the Ministry of Civil Aviation, addressed to all airlines and signed by Faiz Ahmed Kidwai, DG of the Ministry. It highlighted the unexpected surge in demand from tourists seeking to return to their homes. In response, airlines are advised to take swift action to increase the number of flights and ensure uninterrupted connectivity from Srinagar to various destinations across India, thereby facilitating the evacuation of stranded tourists.
The advisory also urged airlines to consider waiving cancellation and rescheduling fees, and to provide all necessary assistance to tourists facing unexpected circumstances and challenges during this difficult time.
To support the interests of tourists, Air India Express has issued an official statement offering assistance to all guests with flights to and from Srinagar between 23 and 30 April 2025. Guests can cancel their bookings and receive a full refund to the original mode of payment, or reschedule their flights at no additional cost for any date within 7 days of the original travel dates. For rescheduling beyond 7 days, change fees will be waived, though any fare difference on the new flight will apply.
Air India to also operate two additional flights from Srinagar to Delhi and Mumbai on Wednesday, 23rd April. All other flights to and from Srinagar to continue to operate as per schedule.
IndiGo has also issued a travel advisory, announcing waivers for rescheduling or cancellations for travel until April 30, applicable to bookings made on or before April 22. Additionally, the airline is operating two special flights from April 23 onwards, one each to and from Srinagar from Delhi and Mumbai.
IndiGo also released an official statement, “To support those travelling to/from Srinagar, IndiGo is offering waivers on cancellation fees and rescheduling charges. Additionally, we have added special flights from Delhi and Mumbai to Srinagar with immediate effect and will be operating these over and above the regular schedule of 160 weekly flights from / to Srinagar from various parts of India.”
(Inputs & filing by: Gagneet Kaur & Kuhelika Roy Choudhury)