IndiGo, India’s largest airline by market share (60%), canceled an increasing number of flights during the week, with major airports in India experiencing a fourth day of disruption.
At least 400 flights were canceled at major airports across the country, PTI said, citing sources, while 16,500 passengers were stranded in Delhi alone for more than 24 hours, according to a Hindustan Times report.
In its response to the Directorate General of Civil Aviation (DGCA) notice, IndiGo said the flight cancellations will continue for the next two to three days as part of its efforts to stabilize flight schedules.
According to reports, IndiGo CEO Pieter Elbers told employees that the immediate goal was to normalize operations and get punctuality back on track, saying, “We couldn’t live up to (the promise of) providing (a) good customer experience.”
Read also | How the IndiGo crisis unfolded – a timeline of events
Amid all the widespread confusion, delays, disruptions and cancellations, Indian laws require airlines to provide food, refreshments and accommodation to affected passengers. Here’s what we know:
What did IndiGo say about passenger arrangements?
In an official statement on December 5, IndiGo confirmed that all its domestic flights departing from Delhi airport have been canceled till 11:59 PM today; and expressed their “profound apologies to all our valued customers and stakeholders significantly affected by these unforeseen events.”
The airline further assured that affected customers will be provided with “refreshments, other available flight options according to their preferences, hotel accommodation, assistance in collecting their luggage and refunds where applicable”.
Read also | IndiGo: Will you get compensation for delayed or canceled flights? DGCA rules say…
In a social media post, the airline promised:
- You will ensure that all refunds for your cancellation will be processed automatically according to your original payment method.
- It will offer a full waiver on all requests to cancel/reschedule your bookings for travel between December 5, 2025 and December 15, 2025.
- For the convenience of our customers, thousands of hotel rooms around the cities and surface transportation have been arranged.
- We strive to ensure that food and refreshments are provided to our waiting customers at airports.
- Lounge access is provided for senior citizens wherever possible.
What IndiGo Told Passengers About Measures Apology(IndiGo via X (Twitter))
Watch: Indigo Chaos descends into total crisis as helpless passengers collapse at the airport
What can disabled passengers do?
IndiGo has asked affected passengers to contact their ground staff at the Delhi airport for instructions on baggage claim; visit its website (or contact its customer service for assistance. In a social media post, they added:
- Please check the flight status on our website and the alerts sent to you. If your flight is cancelled, don’t go to the airport.
- We apologize for the wait time, we have massively increased the capacity of our contact center to reduce some of the wait times.
- Our Al 6Eskai Assistant can assist you with flight status, refunds and booking changes golndiGo.in/6Eskai
“We understand the enormous inconvenience and suffering this has caused and sincerely regret the inconvenience,” the airline said.
Read also | IndiGo flights LIVE: DGCA cancels order based on weekly rest requirements for crew
Aviation Minister Naidu lays special stress on arrangements for flyers
On 4 December, Union Civil Aviation Minister Kinjarapu Ram Mohan Naidu expressed “displeasure” over the situation and chaired a high-level review with IndiGo’s top management along with officials from the ministry, DGCA and Airports Authority of India (AAI).
- He laid special emphasis on measures for flyers and directed IndiGo to proactively inform passengers about all likely cancellations well in advance.
- He also told the airline that in the event of any cancellation, “all necessary facilities, including hotel accommodation where requested”, would have to be provided immediately.
- Naidu instructed aviation watchdog DGCA to monitor IndiGo’s flight operations at major airports on a real-time basis, including conducting field inspections.
- The DGCA has been asked to lay special emphasis on IndiGo’s passenger handling arrangements, including timeliness of communication with flyers in case of delays or cancellations.
Watch: IndiGo crisis reaches Parliament: “We are talking to Aviation Minister…”, Rijiju updates on government action
What are travelers saying?
Flyers complained about long wait times, canceled flights and rising ticket prices. On December 4, frustrated passengers were seen chanting and brawling as security personnel struggled to control the chaos at the airport.
Social media is abuzz with stranded passengers at major airports reporting disorganization in airline planning and lack of preparedness.
One user wrote: “My own flight was delayed, it’s not clear; we were at the airport for two hours waiting for some update. If you’re flying today… Honestly, don’t go to the airport unless you really have to. It’s a mess.”
