Amid a sweeping operational breakdown, IndiGo has publicly apologized to its customers and shared a detailed plan to address the widespread flight cancellations and disruption experienced over recent days. The airline said it deeply regrets the inconvenience, acknowledging difficulties faced by many travellers who were left waiting at airports.
In its statement, IndiGo confirmed that it will automatically process full refunds for cancelled flights, waive fees for cancellations or rescheduling for travel bookings between 5–15 December 2025, and arrange hotel rooms, surface transport, food and lounge access for affected passengers – including seniors. To avoid additional chaos at airports, the airline asked customers to check flight status online before heading to the airport, and said it has increased contact-centre capacity and deployed a digital assistant to help with refunds and rebookings.
IndiGo said the disruption resulted from a serious crew shortage and a need to reboot systems and schedules – actions taken in coordination with aviation authorities including Directorate General of Civil Aviation (DGCA). The airline described Friday as the worst day of cancellations and warned that short-term cancellations may continue, but expressed confidence operations will gradually stabilise.
As the country’s largest domestic carrier works to restore normalcy, IndiGo emphasised its commitment to transparency and to rebuilding customer trust during this turbulent period.
