Source TOI
New Delhi/Mumbai: IndiGo, India’s largest carrier, has issued a public apology following a massive operational meltdown that saw at least 85 flights cancelled across its network—including 38 in Delhi and 33 in Mumbai—leading to scenes of pandemonium and frustration at major airports.
Thousands of passengers were left stranded for hours, with many taking to social media to vent their anger over prolonged delays, cancellations, and poor communication from airline staff. The severe disruption, which has reportedly been ongoing for two days, is attributed to a compounding effect of multiple factors.
The Cause: Crew Crunch, New Rules, and Tech Glitches
The airline confirmed the extensive disruption, citing a “multitude of unforeseen operational challenges.” The primary reasons identified by the airline and internal sources include:
Crew Shortage: A significant crunch in available pilots and cabin crew, largely due to the recent implementation of updated Flight Duty Time Limitations (FDTL) norms in November, which have severely impacted crew rostering.
Technical Glitches: Minor technology issues were acknowledged by IndiGo, which slowed down passenger processing, check-in, and boarding procedures, adding to the overall delay.
Winter Season Pressures: Schedule changes linked to the winter season, adverse weather conditions, and increased airport congestion further strained the airline’s resources.
“We acknowledge that IndiGo’s operations have been significantly disrupted across the network for the past two days, and we sincerely apologise to our customers for the inconvenience caused,” an airline spokesperson stated.
Passengers Stranded, DGCA Steps In
The chaos was most pronounced at the Indira Gandhi International Airport (IGIA) in Delhi and the Chhatrapati Shivaji Maharaj International Airport (CSMIA) in Mumbai. Reports of passengers protesting and confronting airline personnel surfaced widely on social media, with delays reportedly stretching up to 12 hours for some services.
“Absolute chaos and mockery at Delhi Airport,” one stranded passenger wrote on X (formerly Twitter).
In response to the severe drop in performance and high volume of cancellations, the Directorate General of Civil Aviation (DGCA) has reportedly questioned IndiGo over its operational decline in November and launched a probe into the matter.
IndiGo is currently working to normalise operations by offering alternate flight options or full refunds to affected customers and is attempting to address the system glitches. However, the internal challenges posed by the crew shortage under the new FDTL rules remain the most critical hurdle.
