IndiGo, India’s largest airline, experienced severe operational disruption over the past two days, cancelling more than 300 flights and delaying many others. The situation caused widespread chaos at major airports, including Delhi’s IGI Airport, where heavy crowds and long queues were reported.
According to an internal email accessed by Hindustan Times, CEO Pieter Elbers acknowledged that the airline had not met customer expectations during this difficult period. He emphasized that IndiGo carries nearly 380,000 passengers daily and expressed regret over the inconvenience caused, stating that the airline had “publicly apologized” for the disruptions.
CEO attributes chaos to multiple operational challenges
In his message to employees, Elbers explained that the cancellations resulted from “an accumulation of several operational challenges.” These included minor technological glitches, sudden schedule changes, adverse weather conditions, rising congestion in the aviation network, and the implementation of new Flight Duty Time Limit (FDTL) norms for pilots.
The FDTL norms, which took effect on November 1, aimed to improve crew rest periods but placed immediate pressure on airlines to adjust rosters. Despite having months to prepare, several carriers were unable to smoothly transition to the updated regulations, leading to widespread operational strain.
On Wednesday (3), IndiGo had already cancelled more than 150 flights and announced “calibrated adjustments” to its schedule for the next 48 hours in an effort to stabilize operations.
Airline moves to restore stability
Elbers reassured employees that IndiGo had faced difficult moments before and had always emerged stronger. He noted that due to IndiGo’s vast scale and complex network, disruptions escalate quickly and require extensive interventions at multiple levels. Teams across operations, including pilots, cabin crew, engineering, OCC, digital services, customer support, and airport staff, have been working continuously to restore normalcy. Elbers praised their commitment, acknowledging the pressure frontline staff have faced during the crisis.
He also emphasized the importance of customer care during such moments, saying that IndiGo is actively reaching out to affected passengers and assisting them with rebooking, refunds, and other travel solutions to reduce stress and inconvenience.
Confidence in overcoming the crisis
Despite the turbulence, Elbers expressed full confidence in IndiGo’s ability to regain stability. He highlighted a recent achievement—the successful upgrade of software in 200 Airbus A320 aircraft in less than 24 hours—as proof of what the airline’s workforce can accomplish under pressure.
Calling for unity and resilience, he urged staff to 'prove our mettle once again' and restore punctuality in the coming days. While acknowledging the challenge, he reiterated that IndiGo would overcome the current setback and emerge even stronger as “one team.”
