Travellers impacted by cancellations or delays should expect faster communication from IndiGo, both via phone and online.
Facing one of its worst disruptions in recent memory, IndiGo’s CEO stepped forward on Friday to apologise publicly. In a video message, he acknowledged the widespread cancellations and delays affecting thousands of passengers. He also offered a timeline — the airline hopes to restore normal operations between December 10 and 15.
IndiGo’s chief admitted that December 5 was the most chaotic day. With over a thousand flights cancelled, many travellers were left stranded across major airports. “I, on behalf of all of us at IndiGo, would like to extend our sincerest apologies for the major inconvenience this has caused to many of our customers on account of delays or cancellations,” he said.
He warned that things won’t be fixed overnight: “Given the size, scale and complexity of our operations, it will take some time to return to a full normal situation, which we anticipate between 10 and 15 December.”
In the same message, the CEO outlined three key steps the airline is taking to manage the disruption:
In his concluding remarks, the CEO emphasised the efforts of staff across IndiGo: “My colleagues … have been working relentlessly to address this situation. Rest assured, we are doing everything in our control to not only restore your trust and belief, but strengthen it further over time.”
Travellers impacted by cancellations or delays should expect faster communication from IndiGo, both via phone and online. Those stranded may receive offers for next-day travel or hotel accommodation, depending on circumstances.
Passengers are advised to wait for official notifications rather than going to airports immediately. IndiGo says it is focusing on clearing backlogs and ensuring crew and aircraft are ready for a smoother schedule ahead.
Industry watchers say the disruption likely arose from a mismatch in crew scheduling and aircraft allocation — problems that often stem from tight daily operations for major carriers like IndiGo. With hundreds of flights daily, even a minor lapse can trigger a large-scale cancellation. The airline’s own admission of “size, scale and complexity” underlines how fragile such a system can be under pressure.
For many travellers — including senior citizens, business travellers, and people traveling on short notice — the collapse has brought major inconvenience.
IndiGo is now in recovery mode. The CEO’s public apology and clear roadmap aim to reassure customers. If the airline manages to meet its target and restore services by mid-December, it may salvage its reputation.
However, the disruption serves as a warning — passengers may now think twice before booking flights, especially around busy travel dates. How the airline handles refunds, support, and smooth scheduling in the coming days will shape public perception.
