An IndiGo passenger said the staff informed him that the airline had been facing “glitches for the past two days” due to a software update in Airbus systems, which had disrupted schedules across multiple routes
Passengers crowd an IndiGo reservations and ticketing counter after several flights were cancelled at Chhatrapati Shivaji Maharaj International Airport, in Mumbai, on Thursday. PIC/PTI
Passengers at Mumbai airport described scenes of confusion, exhaustion and deep frustration as widespread IndiGo flight disruptions left hundreds stranded for hours with little communication or support.
Sanjay, an IndiGo passenger, said staff informed him that the airline had been facing “glitches for the past two days” due to a software update in Airbus systems, which had disrupted schedules across multiple routes.
“IndiGo isn’t taking any care of its customers,” he said. “I missed my connecting flight due to the delay. I even tried calling the Aviation Ministry, but no one answered.”
According to passengers, the situation at the airport has been “chaotic”, with people standing for hours with their luggage as they waited for clarity.
“Old people and kids are also suffering because of the flight cancellations,” Sanjay said. He added that the next available flights for some routes were two days later, while others were told they would have to wait six to seven days. “What are people supposed to do? This was just a halt location for many, not their destination,” he said. “IndiGo has become careless. They didn’t even offer a bottle of water after such a big inconvenience.”
Another passenger, Jumman Ali Khan, shared a heartbreaking account.
“My brother passed away yesterday,” he said. “The ticket prices are Rs 36,000, Rs 38,000, even Rs 40,000, but we are poor. His parents are sitting here. We are not even getting a flight. They are not able to go.”
His family, already grieving, has been forced to wait at the airport for hours with no clarity on when they will be able to travel.
Passengers urged authorities to intervene immediately.
“The aviation department should look into this and provide us proper service,” Sanjay said. “We need help now.”
Airline pilot's body urges DGCA to review crew availability amid rising cancellations
The Airline Pilots’ Association of India (ALPA) on Thursday raised concerns over recent flight cancellations across the country, which have been largely attributed to a pilot shortage linked to new Flight Duty Time Limit (FDTL) regulations. The association questioned whether the crisis stems from poor airline planning, regulatory oversight by the Directorate General of Civil Aviation (DGCA), or a combination of factors affecting market fairness.
ALPA highlighted that airlines, including IndiGo, were aware of the revised FDTL norms issued by the DGCA in January 2024, with phased implementation beginning later that year. Despite sufficient lead time, many carriers reportedly failed to properly adjust crew rosters 15 days in advance as required, suggesting an initial underestimation or delay in strategic planning to ensure adequate pilot availability.
Aviation experts have also speculated that some airlines might be using flight delays and cancellations as an “immature pressure tactic” to compel regulators to relax or grant dispensations for the stricter FDTL norms, potentially compromising the safety intent of these rules designed to reduce pilot fatigue.
Slot hoarding has also come under scrutiny. The practice, which involves airlines securing more flight slots than they can effectively operate, is a common issue in competitive aviation. Slot allocation is usually based on historical usage, or “grandfather rights,” along with the airline’s proposed schedule. Some carriers, especially during the winter schedule, may “hoard” premium slots desired by rivals but fail to utilise them adequately, raising concerns over misuse.
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