IndiGo apologises as flight chaos peaks, promises faster refunds and waivers

Amid the ongoing flight disruption crisis, IndiGo on Friday, November 5, put out a statement apologising for the difficulties that passengers have had to face over the past couple of days. “While this will not get resolved overnight, we assure you that we will do everything in our capacity to help you in the meantime and to bring our operations back to normal at the earliest,” said IndiGo in a statement. 

The airline operator also informed that it experienced the maximum number of cancellations on Friday and that they are doing all that is necessary to reboot all their systems and schedules. “Our teams are working to reinstate regular operations in alignment with the Ministry and DGCA. Short term proactive cancellations are being made to ease operations, decongest the airports to prepare for starting stronger tomorrow,” said IndiGo. 

On the aftermath of the chaos that is going on, IndiGo made the following announcements:

• We will ensure that all refunds for your cancellations will be processed automatically to your original mode of payment

• We will offer full waiver on all cancellations/ reschedule requests of your bookings for travel between 05 December 2025 to 15 December 2025

• Thousands of hotel rooms across cities and surface transport have been arranged for the convenience of our customers

• We are trying to ensure that food and snacks are being provided to our waiting customers at the airports

• Lounge access is being arranged for senior citizens, wherever possible

Meanwhile, IndiGo's on-time performance plummeted to 8.5 per cent on Thursday, with worsening operational disruptions impacting flight schedules.

The country's largest airline, which generally operates around 2,300 domestic and international flights daily, is now cancelling flights as part of efforts to tackle disruptions, primarily triggered by crew woes.

The On-Time Performance (OTP), an indicator of an airline's punctuality, plunged to 8.5 per cent on Thursday, as per the latest data from the civil aviation ministry.

The airline, which presents its punctuality as a hallmark, recorded an on-time performance of 19.7 per cent on Wednesday, a steep fall from 35 per cent reported on Tuesday.