IndiGo CEO Outlines Recovery Plan for Massive Flight Disruptions from Dec 3-5; Normal Operations Expected by Dec 10-15

New Delhi, Dec 2025 : IndiGo CEO Pieter Elbers on Friday addressed passengers in a video message, acknowledging the unprecedented operational disruptions that have led to the cancellation of over a thousand flights between December 3 and 5. The airline, which commands over 60 percent of India’s domestic aviation market, has been grappling with a complex situation affecting thousands of travelers. Elbers assured that normal operations are expected to resume between December 10 and 15, while outlining measures to address passenger concerns and stabilize airline operations.

Elbers began by extending his sincere apologies to passengers, stating, “We have experienced severe operational disruptions for the past few days. Since then, the crisis continued to aggravate, with today, December 5th, being the most severely impacted day with cancellations well over a thousand—more than half of our daily flights.” He emphasized that while multiple factors contributed to the disruption, the airline’s focus is on managing the situation effectively and minimizing passenger inconvenience.

To tackle the crisis, IndiGo has adopted three key lines of action. The first is enhanced customer communication. The airline has sent updates through social media, and more detailed notifications are being rolled out to provide guidance on refunds, rebookings, and other support services. Call centre capacity has been significantly increased to handle the surge in queries, ensuring passengers receive timely assistance.

The second measure focuses on stranded passengers, particularly at the country’s major airports. “Our immediate priority was to ensure that passengers stranded due to yesterday’s cancellations could travel today itself, which will be achieved. We also request customers whose flights have been cancelled not to come to airports unnecessarily, as notifications have already been sent,” Elbers explained. This approach aims to reduce congestion, facilitate smooth operations, and ensure passengers receive appropriate support.

The third action involves aligning aircraft and crew to enable fresh operations starting the next morning. Many of the cancellations on December 5 were necessary to reset schedules and position planes and crew for subsequent flights. “Earlier measures were not sufficient to handle the scale of disruption. A complete reboot of our systems and schedules was imperative to achieve progressive improvement starting tomorrow,” he added. Elbers expects that cancellations will drop below 1,000 on December 6.

Elbers also expressed gratitude to the Directorate General of Civil Aviation (DGCA) for providing relief in implementing flight duty time limitations (FDTL), allowing the airline to optimize crew scheduling during this crisis. He emphasized that efforts are ongoing to stabilize operations, and daily improvements are expected in coordination with the DGCA and the Ministry of Civil Aviation.

The disruption has had a significant impact on passengers, many of whom faced extended delays and missed connections. IndiGo is prioritizing stranded travelers and providing facilities such as rebooking, meal vouchers, and hotel accommodations where required. The CEO assured that the airline is committed to learning from this experience to prevent similar disruptions in the future.

Meanwhile, the government announced the formation of a high-level inquiry into the massive IndiGo disruption. The inquiry will investigate what went wrong, identify accountability, and recommend measures to prevent future operational failures. The move is aimed at ensuring passengers do not face similar hardships again and that the airline adheres to best practices in crisis management.

Elbers concluded by reiterating IndiGo’s commitment to passengers, stating, “We are determined to recover fully, stabilize operations, and restore passenger confidence. While the past few days have been challenging, we are taking all possible steps to return to normalcy and ensure that our customers’ travel experience is seamless going forward.”