05 December,2025 02:50 PM IST | Mumbai | A Correspondent
Stranded passengers at the IndiGo counter after several flights were cancelled at Chhatrapati Shivaji Maharaj International Airport, in Mumbai, on Friday. Pic/PTI
IndiGo on Thursday issued a detailed public apology to passengers amid widespread flight disruptions, stating that the past few days had brought the airline to a "serious operational crisis". The carrier said that while the situation will not be resolved overnight, teams are working to restore normal operations "at the earliest".
In a post on social media platform X, IndiGo acknowledged that many passengers had faced cancellations, long wait times at airports, and limited information. The airline added that Friday would see the highest number of cancellations, terming it a necessary step to "reboot all systems and schedules" for gradual improvement from Saturday.
IndiGo informed that its teams were working with the Ministry of Civil Aviation and the Directorate General of Civil Aviation (DGCA) to reinstate regular operations, adding that short-term proactive cancellations were being carried out to ease congestion and "prepare for starting stronger tomorrow".
The airline announced a series of measures for affected passengers:
Full refunds for all cancellations to be processed automatically to the original mode of payment.
Full waiver on cancellation and rescheduling fees for bookings between December 5 and December 15.
Hotel rooms across cities and surface transport have been arranged for passengers.
Food and snacks being offered at airports.
Lounge access is being arranged for senior citizens "wherever possible".
The airline also urged passengers to check flight status before heading to the airport and not to visit the terminal if their flight was cancelled. It added that it had "massively increased" contact centre capacity to reduce wait times and pointed customers to its artificial intelligence (AI) assistant â6Eskai' for help with status, refunds and re-bookings.
IndiGo said it expected "incremental progress", adding, "We will do everything to earn back your trust and the love you have showered on us in the last 19 years and we can't lose it at any cost."
Thanking passengers for their patience, the airline said its frontline staff and teams remain dedicated to restoring normal operations and would continue to share updates.
"And once again⦠our sincere apologies," the statement concluded.
