The travel plans of hundreds and thousands of flyers were thrown into disarray earlier this week when IndiGo flights were severely affected at Indian airports due to the airline’s technology and operational problems. The pandemonium came to a head on Friday when more than 1,000 IndiGo flights were cancelled.
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Weddings were postponed, families and office workers were left restless and many were seen crying as their flights were either delayed or canceled at the last minute. In recent days, several viral videos showing the plight of flyers have surfaced on the internet.
What led to the chaos? Why were so many flights cancelled? Will flyers get their money back? What are their rights in this case? Here’s everything you need to know.
1. Why are so many IndiGo flights cancelled?
Insiders believe that hundreds of IndiGo flights were primarily affected by the new rules limiting pilot hours.
However, IndiGo blamed “a number of unforeseen operational issues” for the chaos, including minor technical glitches, winter schedule changes, congestion and weather.
A source told PTI that the airline has been facing crew shortage since the implementation of the second phase of Flight Duty Time Limitations (FDTL) norms.
2. Is this a permanent problem or a temporary disruption?
It’s a temporary disruption. IndiGo had earlier said it would return to normal by December 15 at the latest.
While apologizing for the mass disruption, IndiGo CEO Pieter Elbers said in a video message that it will take “some time” for flight operations to return to normal, which is expected between December 10 and 15.
3. What are the new DGCA (regulator) crew rest/duty time rules (FDTL norms) that have triggered this?
The first phase of these FDTL standards came into force from July, while the second phase was implemented from 1 November.
The first phase, effective July 1, mandated an increase in pilots’ weekly rest to 48 hours (from 36 hours) and prohibited the substitution of weekly rest for pilots.
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In the second phase effective from November 1, it was ordered that the pilot of the aircraft could fly twice a week between midnight and 6:00 a.m. (night landings). It also reduced the number of night landings to just two, down from six previously.
This rule meant that airlines had to hire more pilots, as each could only fly two consecutive nights before rest.
4. So how did the IndiGo crisis intensify?
These new FDTL norms forced a large number of IndiGo pilots to take mandatory rest just as the airline expanded its frequency for the winter schedule on October 26.
Trouble further intensified after an Airbus A320 software alert triggered weekend delays and pushed flights past midnight — turning delays into cancellations once the new rest rules come into effect, the Hindustan Times reported.
MoS Civil Aviation Murlidhar Mohol said the reason for the chaos was that IndiGo and its management did not take the new FDTL rules seriously.
“We have taken immediate action through the DGCA. We have appointed a four-member inquiry committee, a 24/7 control room has been set up, we have kept the FDTL regulations quiet until February 2026. When the inquiry commission report comes, action will definitely be taken,” he said on Sunday.
After the massive disruption, only IndiGo was given extra time until February 10 to implement the rule; other airlines must follow this decision.
5. What if my flight has been canceled – what are my rights?
According to the government, the airline must offer an alternative flight that allows you to depart or a refund of the ticket, as is acceptable to you, if you are informed of the cancellation of the flight less than two weeks in advance, but up to 24 hours from the scheduled time of departure.
6. Am I entitled to a full refund if my flight is canceled by IndiGo?
Following the recent disruptions, IndiGo has announced that it will offer automatic refunds for all canceled bookings and a complete waiver of cancellation or rescheduling charges for travel between December 5 and 15.
The Ministry of Civil Aviation has also instructed IndiGo to process all pending refunds to passengers. The ministry has set a deadline for refunds for all canceled or interrupted flights at 20:00 on Sunday 7 December 2025.
7. Can I reschedule my trip with IndiGo – and if so, are there any additional charges?
The Ministry of Civil Aviation (MoCA) has directed airlines not to charge any rescheduling charges to passengers whose travel plans have been affected by the cancellation.
The airline said it will completely waive all requests to reschedule bookings for travel between December 5, 2025 and December 15, 2025.
8. When will things go back to normal?
The network is likely to be stabilized by December 10, IndiGo said.
