India's leading airline, IndiGo, has increased traveler difficulties on Thursday due to operational crises. The airline canceled over 550 flights nationwide, affecting 191 flights in cities like Delhi, Mumbai, Ahmedabad, and Hyderabad alone. Thousands of passengers faced long lines, waiting, and uncertainty.
Amid worsening situations and DGCA's stringent stance, IndiGo has issued an official statement apologizing and assured that normal operations will resume soon.
The airline stated, “In the past two days, our network and operations have experienced widespread disruption. We apologize to all passengers and stakeholders. Our teams are coordinating with MOCA, DGCA, BCAS, AAI, and airport operators to normalize the situation. Customers are being kept informed and encouraged to check their flight status.”
Over 1,200 Flights Canceled in November
IndiGo, which serves around 380,000 passengers daily, is facing significant operational challenges recently. Known as the country's largest airline, typically operating around 2,300 flights daily, IndiGo had to cancel 1,232 flights in November, with many more delayed by hours.
DGCA Issues Stern Warning
After noticing performance drops, DGCA ordered an investigation and demanded detailed explanations from the airline. IndiGo revealed that 755 flight cancellations were due to staff shortages, 92 from ATC failure, 258 due to airport restrictions, and 127 for other reasons. DGCA has advised improvement in service quality through new measures, more crew recruitment, better planning, and monitoring.
Passengers Express Discontent on Social Media
Large-scale flight cancellations prompted thousands of passengers to express their dissatisfaction on social media, sharing videos and photos questioning airline operations. Many complaints highlighted ticket refunds, rebooking delays, and lack of information.
Meanwhile, IndiGo's CEO, Pieter Elbers, expressed concern in an email to employees, describing it as the result of various operational challenges. The email went viral on social media.
He wrote, “We strive to serve 380,000 passengers daily, aiming for positive experiences for every customer. Recently, we couldn’t fulfill this promise and publicly apologized for it.”
He listed causes behind the operational crisis, including minor technical issues, schedule changes, bad weather, congestion in aviation systems, and impacts from new FDTL norms.
Efforts Underway to Overcome the Crisis
IndiGo claims it is working on operational improvements at a rapid pace. The airline assured it would comply with DGCA directives and swiftly address workforce and management deficiencies. Currently, passengers are advised to regularly check flight conditions and arrive early at airports with necessary travel documents.
