A video of IndiGo passengers unwrapping a small “apology” kit during a long delay has sparked widespread reactions online and has become an unexpected symbol of the airline’s ongoing crisis. The clip appeared on Monday and quickly spread across platforms as cancellations continued to disrupt travel plans across the country.
What was inside the IndiGo kit?
A video shared by Instagram user @babyaaira.gaurav captioned “Unboxing: Indigo Apology Token for flight delay” shows the contents of the package: caramel popcorn, roasted methi mathri, fruit juice box, tissues and a Samsung branded card.
Read also | Hotels see short-term impact of IndiGo flight cancellations
While such refreshments are sometimes offered during routine delays, the gesture drew sharper scrutiny this week, with many calling it inadequate given the long waits and repeated cancellations.
Watch the viral video here:
‘Apology not accepted’: The internet reacts
Social media users were quick to respond, questioning whether the suite meaningfully addressed the scope of the breach.
One user commented: “That’s not an apology, just something to eat while waiting. We got the same last year for a 1.5 hour delay.”
Another quipped: “Aren’t you going to cover the cost of therapy?”
Read also | Status of indigo flights LIVE: Top government officials conduct surprise checks
A third added: “You’re lucky – we only got a cold drink after the question.”
“At least be thankful you got it. My flight was delayed 9 hours and Wr didn’t even get a glass of water,” wrote a fourth.
Several comments echoed a similar sentiment: “Apology not accepted.” The phrase has since been widely circulated as frustration grows among stranded travelers.
Cancellations continue through major airports
The Directorate General of Civil Aviation has ordered IndiGo to reduce its scheduled flights by 5% as disruptions mount. More than 400 flights were canceled on December 9, with Delhi and Bengaluru among the worst affected airports. IndiGo operates approximately 2,200 flights per day according to the winter schedule.
The airline linked the cancellations to its transition to revised Flight Duty Time Limitation (FDTL) rules, which place tighter caps on pilot hours and temporarily limit crew availability.
IndiGo issues with apology
CEO Pieter Elbers released a video message confirming the “great inconvenience” caused by the service disruptions. In another statement, he said the airline’s immediate priority is to help stranded passengers and ensure compensation is processed as quickly as possible.
Meanwhile, Union Civil Aviation Minister Ram Mohan Naidu Kinjarapu said on Tuesday, December 9 that IndiGo CEO Pieter Elbers has been summoned to the aviation ministry again to brief officials about the continued disruption to airline operations. In a post on X, the minister said Elbers had informed the ministry that refunds for all flights canceled up to December 6 had been completed.
The minister added that the government has issued a “strict direction” to IndiGo to expedite pending refunds and ensure timely handover of baggage. He also shared a photo from the meeting in which Elbers is sitting with his arms folded in front of him.
“@IndiGo6E CEO Pieter Elbers was summoned to the ministry again today to give an update. He confirmed that 100% refunds for the affected flights up to 6th December have been completed. Strict instruction has been issued to expedite completion of remaining refunds and handover of baggage,” wrote Ram Mohan Naidu.
